Table 4 Themes and illustrative quotes regarding the use of a discharge videoconference for CMC

“I liked it because I think it kind of empowers [caregivers] to advocate too and to ask questions or concerns, kind of like when you do rounds and involve the family.”

“Less of me having to call one person and me explain what had happened there at the hospital…and there’s just a lot of terms and different medical stuff that I probably wouldn’t have been able to explain to [PCP].”

“If [Patient] were awake [visual aspect] would have been valuable…would have been helpful to [PCP] so he knows how [Patient] acts on a normal basis.”

“I think mom was able to see the communication between providers…with the mom there, so that she hears that and hears it from both sides.”

“Well I think on a kind of subjective level, it is just kind of nice to have a face to the [caregiver] and get a sense of how she was doing and to see her sort of nodding as people were talking and stuff like that, I think is just helpful to know that they are kind of on board with what is going on.”

“Sitting and talking with [PCP]…he wasn’t freaking out, so it just made me feel like, “Oh, I don’t need to freak out”…so it actually calmed down my nerves.”

“I felt so much more comfortable when I saw [Patient] on my schedule knowing that, okay I know exactly what happened down there and I know exactly what to look for.”

“I just feel like it was a little tiny bit confusing because I couldn’t really tell who was calling … if we would have been able to see all of their faces and that way we could have known who was speaking at the moment—then that would have been better.”

“Aside from reimbursement, just providers being so busy…I could conceive that some providers who are a little bit overwhelmed could just say this is one more thing I don’t want to deal with.”