Help a click away for tech-challenged hospital patients

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A tech-savvy assistant is helping patients and their caregivers with one-on-one support for virtual care appointments, and it can be as simple as a click of a button.

The virtual care program at St. Joseph’s Health Care London and London Health Sciences Centre is making it easier for thousands of patients to get to their online appointments without any technical issues.

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Sam Ayoko is a digital navigator who meets with patients ahead of their appointments to help them access the website and avoid microphones on mute or video problems.

When Ayoko is supporting patients, he says he thinks of his mom, who’s not tech-savvy and needs someone to help with technology.

“I see these patients as people I can relate to when it comes to guiding them through every step of the way and helping them understand something they think is complex,” Ayoko said.

In the free virtual program available in both hospitals, patients can meet with their physicians using a videoconferencing platform for an appointment that happens over the phone or video conference using their smartphone, tablet or computer.

A device lending service is also available for patients who don’t have one for the appointment. Patients also can be referred to community centres and libraries to avoid travelling.

“We try to make life easy for them and make health care accessible for patients,” Ayoko said.

He usually meets with 15 to 20 patients a week to check for technical problems after the appointment and to provide educational materials to guide them through the hospital’s platform.

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There are many benefits of the virtual care program, Ayoko said, such as making it more accessible for patients who live in rural areas. Besides saving on gas, transportation, and parking, it also “enlightens” patients about this feature, he said.

Mike Drabick, 65, who is housebound due to health issues, is one of thousands of patients benefitting from the virtual appointment.

“I’m not really computer savvy. I do emails, but I don’t do anything else. And it was very confusing when I first had to use the virtual appointment,” Drabick said. “Sam is a life-saver for me and we got it all figured out.”

bbaleeiro@postmedia.com

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