Use of Short Message Service in Bereavement Follow-up

Enhancement of CGAS for End of Life (EoL)

Care in RCHEs

Lai Kit Man APN Tuen Mun Hospital

HA Convention 2017

Background

• The programme “Enhancement of CGAS for end of life (EoL) care in RCHEs” launched in Oct 2015

• Continuity of care: bereavement care for family

• Convey condolence messages by phone or mail

• The bereavement care should be provided timely

Background

• Family may be in deep emotion or are busy in preparing the funeral

• It may not be suitable to phone them on the first few days

• Difficult to mail the condolence card to bereaved family

• To use Short Message Service(SMS) instead of mailing condolence card

Objectives

• To provide timely condolence to

bereaved family

• To enhance bereavement care

service

Methodology • Standardize the content of condolence

message • Brief EoL nurses of the workflow

– Send message within 3 working days after patient died

– Phone contact relatives within 1 month for normal bereavement

– Refer to concerned specialists if needed – Document the progress in CMS

• Commenced the service in Mar 2016

SMS Bereavement Message Template

Month No. of death No. of SMS Mar 2016 9 8

Apr 2016 14 15

May 2016 12 12

Jun 2016 12 11

Jul 2016 7 8

Aug 2016 8 8

Sep 2016 14 13

Oct 2016 9 8

Nov 2016 17 17

Dec 2016 16 15

Jan 2017 12 9

Total 130 124*

* 4 relatives didn’t had HK contact no. and 2 condolence SMS send on Feb 2017

Result

Family’s Replies

• 24 message received (19.4%)

• Common expressions: –多謝 (Thank you) –有心 (Considerate)

Thankful Message from Family

A daughter: “She pass her final days in a peaceful way. I deeply appreciate the caring that you offer”

She also: “I wish you will continue the unconditioned caring service that you provide”

Appreciation from Family

Family: “Thank you very much for your care and arrangement during the final journey for my mother.”

Outcome

• The message played the role of prologue before the bereavement phone contact

• Improved the efficiency of bereavement care service

• Family can express their feeling thro’ the message

• Prompt management of potential problem • Positive feedback from both bereaved family

and nurses

Thank you