July 29, 2024
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.
Sam Ayoko doesn’t have a health background but for the patients he works with, he plays an invaluable role in their health care journey.
In the ever-evolving landscape of health care, technology is playing an increasingly critical role in how we access medical services. Every day at London Heath Sciences Centre (LHSC) and St. Joseph’s Health Care London (St. Joseph’s), patients are seeing the benefits of technology that allows them to receive expert care without leaving home. Through Virtual Care Services at both hospitals, patients can meet with their health care providers using a video conferencing platform from their home or anywhere else that is convenient – like their office or a dedicated space in the community such as the local library. Yet, for some individuals, accessing care via the web can feel daunting. This is where the role of a digital navigator comes into play.
Ayoko is one of two digital navigators working in London hospitals – both of whom are passionate about helping patients feel more comfortable and confident preparing for their virtual care appointment. While virtual care is not new, a growing number of care programs and services now offer this option and more and more patients are taking advantage of these video-based appointments care providers. 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.
Enter the digital navigator – a tech-savvy professional who provides support and assistance to patients as they prepare for their virtual care appointments.
“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.”
One of the key functions of a digital navigator is education. Many patients may feel intimidated by technology or unsure of how to navigate the virtual care platform. By providing patients with the knowledge and skills they need to confidently navigate virtual care – and supervised practice during mock appointments – Ayoko and his colleagues play a crucial role by helping to address health care disparities.
In addition to providing technical support, the Virtual Care Program team is working to provide assistance to communities and individuals who may face barriers to accessing virtual care. For patients who live in rural or remote areas, who don’t have access to transportation, or those who have mobility or sensory processing challenges, equal access to virtual care is vital.
“By reaching out to these communities and offering assistance, we hope all patients across the region have access to the care they need.”
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 our patients, and more.