BACKGROUND AND GOAL: Quality of healthcare has been affected by the current dimensions of the COVID-19 pandemic and the strict hospital isolation to which some inpatients have been subjected . Therefore, we propose to describe the process designed to facilitate the communication of inpatients with their families to detect their needs and perform individualized treatments in each case .
METHOD: Qualitative study with action research methodology, responding to the following algorithm: plan the action, diagnosis of the need and hypothesis-action; apply the action, creation of the group of case managers and training of the members; observe the action, collect and analyse the information . During the month of April 2020 .
RESULTS : 1,754 interactions were undertaken, that affected 490 inpatients . Case Managers made 767 calls, to provide information about admissions (71.45 %), changes in inpatient location or operation of units (18.84 %), among others . One thousand and ninety-eight calls from family members were received requesting medical information (43.8 %), to talk to inpatients (18.48 %), to deliver personal articles or manage lost objects (12.84 %), and seeking information about patient location or medical discharge (10.20 %). Sixty-six percent of the requests were solved by Case Managers , 30% were referred on and 4% could not be solved .
CONCLUSIONS: Implementation of the Case Manager Group contributed to encourage communication of inpatients isolated due to COVID-19 with their families, responding to needs raised, improving quality of care and promoting humanization of care.