Social workers — the guardian angels in Covid-19’s second wave

“Good morning. I just wanted to find out how you fared with the couple in the same ward in hospital?”.

“Unfortunately the husband has been moved from the Covid-19 ward to the medical ward. Today is his wife’s birthday, she’s turning 76 years old. I visited the husband in his new ward and I discovered that he is on an oxygen machine, but doing okay. I’m going to do a telephonic conference call between the two so that they can communicate with each other, particularly since it is the wife’s birthday.”

This is an example of a conversation between a hospital social work manager and an employee. It also demonstrates how social workers support each other via WhatsApp groups and bring a little cheer to those in hospital.

Monica Dube and Moreli Pottas, of Dube and Pottas Inc, are among those working tirelessly to ensure Covid-19 patients have access to their loved ones, who are unable to visit hospitals in SA because of the virus. 

They are part of a dedicated team of social workers who update families and keep traumatised patients and medical staff going.

They prepare patients and their families for discharge and life after Covid-19, and are the ones who inform families of the deaths of loved ones.

Dube and Pottas formed their organisation to manage the placement and performance of social workers in the country’s hospitals.

At the beginning of the year, Netcare, their biggest client, sponsored them, under the banner Netcare Family Connect Line, to enable the company to provide care in all its hospitals.

The programme worked so well that they are about to employ more than 30 new social workers to bolster their team of 24. They are working towards a staff complement of 67 to help during the second wave.

Members of the team operate in Gauteng, KwaZulu-Natal, Limpopo, North West and Cape Town.

“Each social worker gets a week [off] at the end of the month. We give them support and ensure clients receive appropriate care,” said Dube.

“The nature of their work means they spend a lot of time in the Covid wards, so all our social workers need a debrief daily. We have daily group debrief sessions and we check in with each other every day. 

She said the group debriefing helps when a team member identifies a problem at their hospital, adding that Dube and Pottas Inc was excited to be part of the Netcare project.

“The whole group provides input and encouragement. We also use this time to share new information about the virus and techniques which may help patients.” 

Dube said Netcare had provided the team with personal protective equipment (PPE) and the technology required to connect patients to the outside world.

“Our major role is to connect hospitals and families with patients. We are the links that inform families how their loved ones are progressing. We also provide support to those who are bereaved.

“We also give a lot of support to nurses, doctors and other hospital staff, like cleaners and caterers. The social workers provide a safe space and support everyone [in the hospital] who needs it.”

She said doctors were tired, “but they are putting on a brave face”.

Before the second wave, nurses were most likely to seek help from them, Dube said, “but now the doctors are needing to chat”.

Pottas said the feedback they received from families they had supported was often heart-wrenching. 

“Most messages say ‘thank you for letting us hear our mother’s or father’s voice’ — people often call the wards, but the lines are busy. The social workers can WhatsApp or take photos to show the families [what their loved ones] did today. It helps families at home.

I’m here with your mom, she has passed but I wanted to let you know there was someone with her and she was calm when she went.

“The social workers can also give comfort if a death occurs: ‘I’m here with your mom, she has passed, but I wanted to let you know there was someone with her and she was calm when she went.’

“For many people, the thought of their loved ones dying alone in hospital worsens the pain of the death. You wish you were there, but it’s comforting if they had someone to comfort them.”

Pottas and Dube formed their organisation in 2015, Pottas as operations manager and Dube overseeing the clinical aspect of social work within the practice. 

Dube said: “[The work] is very fulfilling. It’s stressful, but extremely fulfilling.”

Pottas added: “We don’t study for the money.”

Dr Richard Cooke, head of family medicine at the University of the  Witwatersrand (Wits) in Johannesburg and clinical manager at the Nasrec Covid Field Hospital, said mental health was as important for a patient’s recovery as medical interventions.

He said the Nasrec facility employed a psychiatrist and social workers to liaise between medical staff, patients and their families.

Netcare CEO Dr Richard Friedland said: “Already we are seeing the profound value that the social workers’ efforts have brought for families through facilitating better communication in these unprecedented times.”

• The number for the Netcare Family Connect Line is 0800 111 266. It will be operational weekdays from 8am to 6pm and at weekends from 8am to 5pm.