Quality standard

Quality statement 4: Information about acute respiratory infection virtual wards

Quality statement 4: Information about acute respiratory infection virtual wards

Quality statement

Adults admitted to an acute respiratory infection virtual ward are given verbal and written information about the service.

Rationale

When adults are admitted to an acute respiratory infection virtual ward it is important that they, and their family or carers, are given verbal and written information so that they understand the purpose of the service, how it will work and are able to use any equipment needed. Making sure they know how and when they will be contacted by healthcare professionals and have details of who to contact in and out of hours if they need extra advice and support will help to promote confidence that the service can meet their individual needs.

Quality measures

The following measures can be used to assess the quality of care or service provision specified in the statement. They are examples of how the statement can be measured, and can be adapted and used flexibly.

Process

Proportion of adult admissions to an acute respiratory infection virtual ward where verbal and written information about the service is given.

Numerator – the number in the denominator where verbal and written information about the service is given.

Denominator – the number of adult admissions to an acute respiratory infection virtual ward.

Data source: Data can be collected from information recorded locally by healthcare professionals and provider organisations, for example, from patient records.

Outcome

Proportion of adults admitted to an acute respiratory infection virtual ward who are satisfied with the information and support provided to use the service.

Numerator – the number in the denominator who are satisfied with the information and support provided to use the service.

Denominator – the number of adults admitted to an acute respiratory virtual ward.

Data source: Data can be collected from information recorded locally by healthcare professionals and provider organisations, for example, from patient surveys.

What the quality statement means for different audiences

Service providers (virtual ward providers) ensure that written information is available, and processes are in place, for adults admitted to an acute respiratory infection virtual ward to be given verbal and written information about the service.

Healthcare professionals (such as doctors, GPs, nurse practitioners, advanced clinical practitioners, nurses, pharmacists and care navigators) give adults admitted to an acute respiratory infection virtual ward verbal and written information about the service.

Commissioners ensure that they commission acute respiratory infection virtual ward services that give verbal and written information about the service to those admitted.

Adults admitted to an acute respiratory infection virtual ward are given verbal and written information about the service, including how and when healthcare professionals will contact them, who to contact if they need support during or after hours, and how to use any remote monitoring equipment, including what to do if they have any problems with the equipment.

Definitions of terms used in this quality statement

Acute respiratory infection virtual ward

These support personalised care for people with confirmed or suspected acute respiratory infections, including COVID‑19 and non-infective chronic obstructive pulmonary disease exacerbations, who are stable or improving but require acute level care and choose to be cared for at home. They do this by providing an alternative to a hospital admission and/or to support safe early discharge from hospital for people who require ongoing hospital monitoring and treatment. They require a combination of face-to-face care and digital technology in the place a person calls home, including care homes. [Adapted from NHS England's guidance note on virtual ward care for people with acute respiratory infection including chronic obstructive pulmonary disease, introduction section]

Information about the service

This should include:

  • how and when they will be contacted by healthcare professionals.

  • details of who to contact in and out of hours if they need support.

  • how to use any remote monitoring equipment including what to do if they experience any problems with the equipment.

[Adapted from NHS England's guidance note on virtual ward care for people with acute respiratory infection including chronic obstructive pulmonary disease, appendix on acute respiratory infection pathway – section on stage 2: admission; and NHS England's supporting information: virtual ward including hospital at home, principles 3 and 4 and expert opinion]

Equality and diversity considerations

Some people may be digitally excluded because they do not have their own smart device such as a smartphone. This could be linked to their age, socio-economic factors, mental health or disability. It is important that suitable smart devices and training should be provided so that these people can benefit from the virtual ward if they wish to do so. Providers should consider loaning a smart device and providing internet access for those who do not have it. They should also consider different accessibility features including smart devices with large screens and buttons, screen-reading software, translation services and apps in multiple languages.

Healthcare professionals should be aware that some people may need more support and information to enable them to use virtual ward services, for example, because of disability, mental health needs or socio-economic deprivation. Healthcare professionals should provide help to access mental health support, if needed, to people who have mental health needs and are admitted to an acute respiratory infection virtual ward.

People should be provided with information that they can easily read and understand themselves, or with support, so they can communicate effectively with healthcare services. Information should be in a format that suits their needs and preferences, including those who are digitally excluded and people with neurodiverse conditions. It should be accessible to people who do not speak or read English, and it should be culturally appropriate and age appropriate. People should have access to an interpreter or advocate, if needed. For people with additional needs related to a disability, impairment or sensory loss, information should be provided as set out in NHS England's Accessible Information Standard or the equivalent standards for the devolved nations.