Published: Tue, March 12, 2019
Health Care | By Cedric Leonard

The man's family is upset

The man's family is upset

That evening, Wilharm told her mother and grandmother - Quintana's wife of 58 years - that the pair should go home and get some rest.

"If you're coming to tell us normal news, that's fine, but if you're coming to tell us there's no lung left and we want to put you on a morphine drip until you die, it should be done by a human being and not a machine", his daughter Catherine Quintana said. But they're angered by the way the situation was handled and how the news was delivered.

Ms Wilharm said her grandfather, a family man who kept every childhood drawing he ever gave her, deserved better.

Speaking to the BBC, Mr Quintana's granddaughter, Annalisa Wilharm, said: "I look up and there's this robot at the door". She said it did not replace previous conversations with patients and family members. "We offer our honest condolences", she said.

In a statement to KTVU, Kaiser Permanente Greater Southern Alameda County senior vice president Michelle Gaskill-Hames described the event as "a highly unusual circumstance". She was astonished by what the doctor started saying.

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She filmed the interaction on her phone as the doctor relayed the results of her grandfather's tests.

"So he's saying that maybe your next step is going to hospice at home", Wilharm is heard saying in a video she recorded of the visit.

"This is the robot doctor that came into Cathie's father's ICU room late Monday night and told him he has no lungs left, only option is comfort care". "We knew that this was coming and that he was very sick". "This secure video technology is a live conversation with a physician using tele-video technology and always with a nurse or other physician in the room to explain the objective and function of the technology". "We use video technology as an appropriate enhancement to the care team and a way to bring additional consultative expertise to the bedside".

Quintana passed away two days after he was taken to hospital surrounded by family and friends. "It felt like someone took the air out of me", she said.

"We regret falling short in meeting the patient's and family's expectations in this situation and we will use this as an opportunity to review how to improve patient experience with tele-video capabilities", Ms Gaskill-Hames added.

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