Voices from the Front Lines: From behind a mask, I comfort families of Covid-19 patients

As the fight against Covid-19 will be a long-drawn one, TODAY’s Voices section hopes to shine a light on the triumphs and struggles of Singapore’s front-line workers by publishing their first-hand accounts.

In this instalment of Voices from the Front Lines, Ms Cerene Wong Ling Jiao, a principal medical social worker at Changi General Hospital, reflects on the changes brought about by Covid-19 — including comforting anxious families from behind a mask.

Interactions with family members of patients are a common part of my work as a medical social worker at Changi General Hospital’s critical care units.

I take time to understand the dynamics of families and how they are being supported emotionally and financially.

I get a glimpse into what the family members understand about a patient’s condition and how they are coping as their loved ones fight their “battle” in the intensive care unit.

These insights are important because they help me assess how best to support them.

In this Covid-19 climate, how we deliver care to our patients has had to be done differently.

While I used to be able to comfort anxious families by using a soothing tone of voice and non-verbal cues such as hugs or facial expressions, I have to now convey comfort and empathy from behind a mask as well as minimise touch because of safe distancing, even though it is an important element in giving support.

What struck me most is that families of Covid-19 patients are faced with unique struggles.

Before the coronavirus emerged, family members could do their part, such as by talking to patients, sponging their faces, hands and legs, and even lightening the atmosphere in the room with songs.

These acts have a therapeutic effect on families, as they feel that they are doing something for their loved ones amid an overwhelming sense of helplessness.

The pandemic has brought about many changes.

Other than strict visiting restrictions, family members must don personal protective equipment when entering the isolation wards. This can be challenging when they are grieving.

They cannot touch their loved ones to comfort and reassure them.

Families may also be in a dilemma, with fears of their own safety and health conflicting with concerns about their loved ones.

I am reminded of a critically ill Covid-19 patient whose sibling hesitated to visit him.

Although it may seem that they were not close, we gradually came to understand that the patient’s sibling was anxious about the patient’s condition. But he also had to consider the safety of his wife.

We provided frequent updates. Family conferences from the care team also helped to keep the family abreast of the patient’s condition.

In this new normal, we must press on and find ways to humanise the role of healthcare workers and provide that human touch — even from behind a mask.

ABOUT THE WRITER:

Ms Cerene Wong Ling Jiao, 36, is a principal medical social worker at Changi General Hospital. She has 13 years of experience in social work. She is an advocate for the overall well-being of patients and their families.

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