Bridging the digital divide in health care

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 the Virtual Care Program of the two hospitals, patients can meet with their health care providers using a video conferencing platform from their home or anywhere that is convenient – the 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.

Sam is a digital navigator who is passionate about helping patients feel more comfortable and confident preparing for their virtual care appointment at LHSC and St. Joseph’s. 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 web-based appointments as a convenient and safe way to consult with their 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 Sam. “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 an opportunity to participate in a practice virtual care appointment - Sam plays a crucial role by helping to address health care disparities.

Mike Drabick refers to Sam as “a lifesaver.” For the most part, the 65-year-old is housebound due to various health issues and relies on virtual care to participate in numerous health, wellness, educational and social programs of Third Age Outreach - a community-based program of St. Joseph’s - as well as essential medical appointments with the respirology team at LHSC and the heart failure team at St. Joseph’s. Sam walked him through uploading and using Webex on his computer for quick and easy access to virtual care.

“Virtual care and the support I received has opened my world - to being active and to friends through Third Age Outreach, and to health care I need, without leaving home,” says Drabick. “I’m fairly new to the computer and was having big problems connecting. Now I can simply push the right button and I’m in.” 

In addition to providing technical support, the Virtual Care Program team is working to provide tailored support and 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.”

How to book virtual care support

Do you have virtual care appointment coming up? Do you need training or support to ensure it goes smoothly? Sam Ayoko is a digital navigator available to help patients and caregivers feel more comfortable and confident preparing for their virtual care appointment at St. Joseph’s Health Care London and London Health Sciences Centre. He offers free, one-on-one assistance prior to their appointment, helping patients and caregivers set up the necessary software, troubleshoot technical issues such as audio and video problems, and ensure a smooth and seamless virtual care experience.  Individuals can book Sam directly through a self-serve booking system, or by emailing @email.

For all you need to know about your virtual care appointment at St. Joseph’s Health Care London, find more information in our virtual care web pages.

Help shape virtual care in London

If you are a patient or caregiver interested in helping to improve virtual care at London Health Sciences Centre and St. Joseph’s Health Care London, your participation in the Virtual Care Patient Partner Council would be most welcome. Council participants work in collaboration with members of the virtual care team on small and large projects to enhance the patient and caregiver experience with virtual care. If the opportunity to advance virtual care in London’s hospitals appeals to you, please contact the Virtual Care Program team at @email.