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Table 2 Qualitative themes and representative quotes from survey of medical trainees

From: Impact of a resident and student-led video visitation navigation program

Theme

Representative Quote(s)

Facilitating positive emotional connection for patients and their support persons

•"One elderly man had a video visit with his wife on several days over the course of 2 weeks. The amount of love with which he spoke to her was very touching."

•"A stroke recovery patient hadn't been able to form words, but after connecting her with her daughter through video, she formed words. It was very emotional and meaningful."

Allowing meaningful support for patients with critical illness

•"I helped facilitate a video visit for one of the ICU patients who had poor prognosis. Even throughout the video visit, the patient was not able to participate due to altered mental status. It was heartbreaking to see how his family could not be physically present as he was going through very challenging time. Still, his family was very grateful to be able to see him regularly given the circumstances. It definitely showed how valuable this program is in connecting patients with their loved ones."

•"I was also moved by how video calls at end of life facilitated spiritual tradition and community. Allowing video calls at end of life allowed people to bring in family and spiritual leaders from around the world. We connected with callers from many different countries. We communicated with nuns and priests who were themselves locked down in a congregate setting and were able to provide last rights over the video call."

Promoting improved patient clinical status and care

•"I also saw so many patients perk up and their physicians were surprised by how sharp they were; we noticed people’s mental status improved with human connection."

Supporting patients with limited digital literacy and/or access

•"I remember a man who suffered a disabling stroke and video chatted with his family several times a week. Because of his physical deficits he was unable to use a phone independently and greatly benefited from having a volunteer at bedside to set up the tablet and get the call started. I worry about how he will be able to connect with his family without people proactively approaching the patient and physically helping with the call."

•"There was a large range of tech skill in the people I talked to and there is definitely need for tech support in order to train some families on how to use video conferencing software."

Relieving provider distress

•"I found it very challenging to bear witness to such suffering and isolation. We always find it humbling to be in the room during these key moments such as birth and death. To be the one in the room when the patient was dying and their own children couldn't be there, that was another level."

Providing meaning and purpose to the work of medical trainees

•"It had a tremendous impact on me- it felt like we were honoring patients' humanity when so many things were limited by COVID. We were all paying a steep price as a society for the sake of public health, but, as with many things, the biggest burden fell on the most vulnerable who need their families to advocate for them."

•"It felt lovely to feel like I was helping—patients, who must have felt so alone, and the care team, especially nurses, who had to witness so much suffering each day"

Demonstrating teamwork in medicine

•"It shows what sheer determination and incredible teamwork can do."