Health News For South West


Monday, July 29, 2024
London Health Sciences Centre
Patients Now Have One-on-One Support for Virtual Care Appointments at St Joseph's and LHSC

Bridging the digital divide in health care Patients of London Health Sciences Centre and St Joseph’s Health Care London now have easy access to one-on-one help with virtual care appointments through a digital navigator.

Every day across Southwestern Ontario, about 1,000 patients of St. Joseph’s Health Care London (St. Joseph’s) and London Health Sciences Centre (LHSC) receive care without leaving their home. These patients are benefitting from the convenience and expanding options of virtual care for numerous programs and services within the two hospital organizations. For those daunted by tuning in virtually, there’s now assistance from a new kind of patient care expert. Sam Ayoko doesn’t have a health-care background but for the patients he works with, he plays an invaluable role in their health care journey with a unique specialty – improving access to virtual care.

Ayoko is a digital navigator who is passionate about helping patients and their caregivers feel more comfortable and confident preparing for their virtual care appointment at LHSC and St. Joseph’s. Patients and their caregivers can book Ayoko, who will ensure they are ready for their remote appointment.

“Our primary role is to bridge the gap between patients and technology,” says Ayoko. “We provide one-on-one assistance prior to their appointment, helping them set up the necessary software, troubleshoot technical issues such as audio and video problems, and ensure a smooth and seamless virtual care experience.”

Mike Drabick refers to Ayoko as “a lifesaver.” For the most part, the 65-year-old is housebound due to various health issues and relies on virtual care to participate in numerous health, wellness, educational and social programs of Third Age Outreach - a community-based program of St. Joseph’s - as well as essential medical appointments with the respirology team at LHSC and the heart failure team at St. Joseph’s. The digital navigator walked him through uploading and using Webex on his computer for quick and easy access to virtual care.

“Virtual care and the support I received has opened my world - to being active and to friends through Third Age Outreach, and to health care I need, without leaving home,” says Drabick. “I’m fairly new to the computer and was having big problems connecting. Now I can simply push the right button and I’m in.”

While virtual care is not new, a growing number of care programs and services now offer this option and an increasing number of patients are taking advantage of these web-based appointments as a convenient and safe way to consult with their care providers. Through the Virtual Care Program of LHSC and St. Joseph’s, patients can meet with their health-care providers using a video conferencing platform from their home, community space, or anywhere the patient can safely and securely connect. This shift, however, has highlighted a digital divide. While many are unfazed by tuning in remotely, some patients lack the necessary skills, assurance or resources to access virtual care effectively.

A key role for Ayoko is providing patient-friendly education that appeals to all ages and tech comfort levels. In addition to technical support, he can also:

  • help patients safely access spaces that have Wi-Fi or devices in their community;
  • access, fill in and return online documents and forms the hospitals may require; 
  • create email addresses that may be needed for virtual care; 
  • and offer an opportunity to participate in a practice virtual care appointment.

By ensuring individuals have the knowledge and skills they need to confidently navigate virtual care, Ayoko is playing a crucial role in removing barriers to virtual care and ensuring all patients of LHSC and St. Joseph’s have access to the care they need.

On St. Joseph’s website and LHSC’s website, read more about the role of the digital navigator for London’s hospitals, how patients and caregivers can access one-on-one support for their virtual care appointment, the personal virtual care experiences of several patients, and more.

To arrange interviews, please contact:

Dahlia Reich
Communication Consultant
St Joseph’s Health Care London
P: 519 646-6100 ext 65294 | C: 519 619-0971
dahlia.reich@sjhc.london.on.ca

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