In March 2020, when the pandemic broke out in Quebec, and in-person consultations had to be reduced, the CHUM decided to provide the option of setting up external appointments with patients using video teleconsultations. To date, over 32,000 of these teleconsultations have taken place. In addition, as soon as this clinical model was launched, the facility created a service that had not previously existed in any facility: patient support for telehealth activities (with a direct telephone number). Because it often deals with vulnerable and elderly patients who are unfamiliar with innovative technologies, the CHUM was convinced that, without extra help, a large number of people would not be able to benefit from this new approach to health care, which can help reduce travel, fatigue, time wasted and the need to mobilize helpers.

Within a couple of weeks, the CHUM had created a dedicated team (a combination of students and employees associated with the CHUM) led by a designated manager. The team was quickly trained to use the teleconsultation tools and quickly became self-sufficient, enabling it to respond to numerous calls by the end of March 2020. The team also created various tools for patients with the help of the CHUM Health Literacy Centre (to design the tools in a user-friendly language).

Since March 2020, the team has responded to 3,130 patient calls with 97% efficiency! Thanks to this service, CHUM patients are never left to deal with technology on their own and agents are always on hand to help. The human connection is thus maintained. This service provides support for six different patient apps.

Project submitted by Rudolph De Patureaux

Other contributors: Veronik-Nancy Landry, Administrative Officer; Olivia Battista, Administrative Officer and Julie Bonin, Administrative Officer