• Eric Wei, Jeremy Segall, Yvette Villanueva, Linh B Dang, Vladimir I Gasca, M Pilar Gonzalez, Matilde Roman, Ivelesse Mendez-Justiniano, Andrea G Cohen, and Hyung J Cho.
• Eric Wei (Eric.Wei@nychhc.org) is senior vice president and chief quality officer, Quality and Safety, New York City Health + Hospitals, in New York, New York.
• Health Aff (Millwood). 2020 Sep 1; 39 (9): 1597-1600.

AbstractThe coronavirus disease 2019 (COVID-19) pandemic presented unprecedented challenges to the New York City Health + Hospitals system. In addition to ramping up capacity and adapting operations quickly to handle the patient surge, NYC Health + Hospitals had to find new ways to provide emotional and psychological support for patients, families, and staff. To help families keep in touch, dedicated staff members provided daily updates by telephone and used tablets for virtual visits. An expanded palliative care team held virtual consultations with families to discuss advance care planning and end-of-life decisions. Bereavement hotlines were set up for families who lost loved ones. Enhanced staff support included one-on-one and group sessions with behavioral health specialists, a behavioral health hotline, a webinar series, and respite rooms, as well as complimentary lodging and child care. NYC Health + Hospitals created new rituals to celebrate recoveries and mourn losses. As regular operations resume, NYC Health + Hospitals plans to sustain and build on emotional and psychological support initiatives developed during the surge.

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