Going Virtual Day-to-day healthcare operations changed very quickly in March 2020 when hospitals and physician practices had to alter appointment styles to ensure the safety and health of all patients. This urgent need for a shift created an opportunity for “virtual” face-to-face and telephone appointments to become options for patients. Overnight, Bayhealth’s Hematology Oncology and Radiation Oncology practices made the move from traditional in-person style appointments to virtual ones. For many patients, what could have been unpredictable and potentially scary was normalized overnight and became acceptable. “A virtual appointment allowed us to still see and talk to our patients without having to expose them to the unknown variables that exist with the coronavirus. It also helped us continue the patientphysician relationship and keep the dialogue open, so if there were elements of their care we needed to know about we were able to maintain that as well,” said Oncology Service Line Senior Manager of Operations Patricia Isherwood, FACHE, CSSGB. The transition from in-person to virtual appointments took place across the entire Oncology Service Line. Hematology patients, those needing telegenetics services
and patients receiving follow-up care, as well as new consults for Radiation Oncology and Medical Oncology, were given the option to have virtual appointments with their healthcare provider or physician. For patients where a virtual appointment wasn’t an option, such as those who were receiving treatment, they continued to come into the Cancer Center and protective equipment was put in place for them and the providers. “I think it’s awesome that we are now able to offer several avenues for our patients to visit with their doctor and staff,” said Oncology Service Line Registrar Kelly Sartin. “This gives them comfort, and allows them to choose how they receive their care. We’ve gotten a lot of positive feedback from patients, especially now with COVID.” Isherwood echoes Sartin and says telehealth has opened a realm of new possibilities and is likely here to stay. “It is often in times of pressure that we are forced to think outside of the box and find innovative ways to serve our patients,” she added. “Telehealth offers access for our patients and their families without disrupting their care or the quality of the care they receive.”
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