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"There are people who we think, and we have evi- dence for (this), that are probably having strokes or heart attacks or appendici- tis at home, and for what- ever reason aren't coming to hospital now," he said. "Part of that is maybe they're afraid to come be- cause of this (coronavirus) and they're worried about how they'll be protected if they come, and some of it might be that they are sen- sitive to our needs as health-care workers and they don't want to burden us with their problems." On the first day of the virtual clinic, Green said at least two patients were immediately referred to the emergency depart- ment. He wants to be clear: "One of the things I wanted to make sure I convey to everybody is that if some- one's health concerns are serious, we want them to come, and we have ways to keep them safe from CO- VID-19 specifically when they do." Everyone who enters the hospital is screened for symptoms that could be COVID-19 and then hand- sanitizes before being giv- en a mask they must wear, Green said. In order to keep the vol- ume of people down and maintain physical distanc- ing, there are no visitors allowed except in extreme circumstances. Tempo- rary walls have been erected and there are dif- ferent areas in the ED for those with symptoms of the virus and those with- out, Green said. "We do lots of things to try to keep people safe if they do come for an emer- gency." The virtual consulta- tion service was initially part of pandemic planning in case the hospital was overrun with cases of CO- VID-19. There's one emergency doctor available to con- duct virtual appointments between 10 a.m. and 6 p.m., Monday to Thursday. Consultations are facil- itated through a registra- tion clerk, via email, through the Ontario Tele- medicine Network. Pa- tients must provide a valid Ontario health card and email address, have stable internet connection and a computer with a micro- phone, camera and speak- er, or an Android or Apple smartphone. Doctors can provide ad- vice and issue prescrip- tions if necessary, but shouldn't be consulted for things like refills, Green emphasized. As is the case for the emergency room in regular times, the virtual service is only intended for matters that can't wait or be addressed a family doc- tor. "Like lots of things in this pandemic, we're learn- ing a lot and there will be a lot of take-aways for im- provements in the end," Green said, adding that nurses, physicians, cleri- cal staff, house cleaners and porters have come to- gether during this "low- volume time" in the ED. "We've been practicing situations to keep safe with simulations and coming up with protocol and checklists ... even practic- ing taking your PPE (per- sonal protective equip- ment) on and off properly with a spotter," he said. "Those were just some of things we've done to alle- viate some of the anxiety people were feeling in the earlier days of (COVID-19) when it was kind of coming on us quickly and we didn't have time to prepare. "That anxiety, I feel, has come down a bit and people have a bit more confidence and feel more comfortable with a plan in place." STORY BEHIND THE STORY: A new virtual consultation service has been implemented so that emergency doctors can connect with patients about urgent matters. The Chronicle asked why. NEWS Continued from page 1 VIRTUAL SERVICE INTENDED FOR MATTERS THAT CAN'T WAIT A person was arrested and charged after failing to leave Grand River Hospital on Friday. Bill Jackson/Torstar