Clinic Arrangement and Telehealth
To minimize the possibility of cross contamination and nosocomial
infections within hospitals, the majority of routine clinic appointments
were postponed(5). 80-90% of outpatient service have been cut to leave
only urgent or semi-urgent conditions to be seen. During this two-month
period, 3800 cases have been rescheduled at the outpatient clinic. The
number of doctors seeing consultations was reduced significantly, with
one dedicated clinician with full personal protective equipment(6) and
fit tested N95 respirator performing aerosol generating procedures such
as a flexible laryngoscopy, to conserve personal protective equipment
(PPE) during clinics. In addition, each doctor sees only 10-15 patients
per consultation session, representing a reduction of caseload by at
least 40% for each doctor, allowing the time needed for strict
compliance of infection control measures. All doctors wore a gown, cap,
gloves and surgical mask to see patients(5) and all patients were
required to wear a surgical mask before entering the hospital. A
dedicated drug refill clinic was also set up to allow stable patients to
obtain a repeat prescription without consultation and new appointments
were rescheduled based on their clinical condition.
To deal with the accumulation of rescheduled cases, the department may
need to set up extra clinic sessions in the evening or during weekends
once the pandemic is settled. It will take about 44 weeks with an
average of 2 extra sessions per week to tackle the accumulated cases. In
order to avoid excessive rescheduling of appointments, our hospital has
started utilizing tele-medicine in clinical practice during the pandemic
since February 2020. 2 sessions were organized per week for each doctor
with 6 consultations per session. Telemedicine sessions took up to 10
minutes longer when compared to a face to face consultation of usually
less than 10 minutes per patient.
To accomplish these telemedical sessions, Zoom was adopted by the
hospital as an app in compliance with Health Insurance Portability and
Accountability Act Security Standards to ensure the security and privacy
of protected health information. This platform for telemedicine was
endorsed by the Central Credentialing Committee, Hospital Authority,
Hong Kong. The spectrum of telemedicine service included consultations
by doctors and nurses, outpatient wound care, palliative care at home
and academic meetings or multidisciplinary tumor board meetings.
However, there have been recent concerns over the potential
vulnerability with Zoom, in which ‘Zoombombing’ or hijacking during
video conferencing(7), and privacy concerns have been raised. The
Hospital Authority in Hong Kong underwent a series of security
assessments on the updated Zoom client, confirming that data sharing
with social media was no longer allowed. The analysis reported that the
vulnerabilities have been resolved and end-to-end encryption was also
enforced. To protect our patients, the Information Technology department
of the Hospital Authority recommended clinicians and patients to use the
latest version of the Zoom client and to use the Zoom client with a
corporate account to enjoy enterprise security features. Furthermore, a
password should be set for every meeting and the meeting details and
password should be exclusively disclosed to participants only. Finally,
the “Lock” function should be enabled once all participants have
joined the meeting to avoid intrusion.
The key to the successful operation of telemedicine consultations was
patient selection.
Ideal cases would be patients with routine follow-up whom physical
examination might not add critical information. Patients’ age and
education were also taken into consideration. Patients who were enrolled
into telehealth had to possess a smart device with a web camera and be
able to use the Zoom web conferencing app. In head and neck patients,
telemedicine could be utilized to reduce patient’s travel and hospital
attendance to minimize the risk of cross infection. After the initial
attendance for examination and consent, further preoperative
counselling, education of postoperative care, dietary advice and neck
and shoulder exercise recommendations could all be delivered by
telemedicine. In the postoperative phase, simple wound review and
troubleshooting could also be performed.
To ensure the correct patient was seen at the right time using Zoom
tele-conference, the appointment date and time, Zoom conference ID and
password were sent to patient’s email and phone using SMS. Two-way ID
verification was then adopted. Patients were asked about their date of
birth or the last 3 digits of their Hong Kong identity card number and
they were asked to show their unique outpatient appointment slip to the
web camera. After each consultation, a new appointment slip and
prescription sheet would be mailed to the patient by post. At the same
time, an electronic appointment slip and prescription would be sent to
patients through e-mail or the hospital telehealth app. Patients could
then go to the Pharmacy within 7 days to obtain the prescribed
medications. (Figure 1)