Page 62 - Care-for-vulnerable-populations-during-COVID-19-pandemic

2. How are patients faring with virtual consultations?

Are there any preparations needed, e.g. training for
both staff and patients?

Dr. Rozita: For virtual clinics, we have started in August 2019. Throughout those months, we
have continuous feedback, and also distributed Google Form questionnaires for these patients.
The feedback was very good.
Patients like virtual consultations because they don’t have to come to the clinic. There were
no problems in getting parking space, some patients would be able to breastfeed during virtual
consultation. Some would be able to attend virtual clinics in the car or even at pantry at
workplace. Thus, it will save time for them. However, we will be selective in choosing patients
who are suitable for virtual clinics.
As for training part, initially when we recruited our patients (ie. patients who have taken
blood tests and started on ACEI with clinic appointment in 2 weeks’ time). So, we will prepare
the patient, got their consent on virtual consultations and teach them how to do it. They would
have to download Skype for Business on their laptop. Majority of our patients use their mobile
network. So, they downloaded the software on their phone. Younger patients are more IT savvy,
so, no problems with them. However, for older patients, we would need to train their children.

During this MCO, training was done over the phone, we would call the patient and tell them
what to do, step-by-step.