Introduction:

At the hospital level, the SARS-CoV-2 pandemic required biosafety measures which negatively affected person-centered care.

Objective:

Describe patients, relatives, and healthcare teams' experience with virtual and face-to-face accompaniment strategy in hospital care during the COVID-19 pandemic.

Methods:

A qualitative study with a phenomenological approach was carried out, where 32 semi-structured interviews were conducted (10 patients, 10 relatives and 12 professionals). The information was analyzed following Colaizzi's method, considering three moments: before, during and after the strategy.

Results:

It was found that the experience before the implementation was permeated by negative perceptions regarding the care process; during the implementation, the experience changed mostly as a positive and restorative experience; and after the implementation, the strategy was rated as useful and effective.

Discussion:

The findings obtained in this study are similar to those reported in the literature. The restriction of visits in hospital services produced psychological symptoms, stress and affectation in the family and social area in all people. In health personnel, there was evidence of workload and emotional affectation. Likewise, it confirms that the implementation of accompaniment strategies has a positive effect on the restoration of family-patient-health personnel communication and the care of psychosocial needs.

Conclusion:

In a pandemic situation, it is feasible to maintain the person-centered care in the hospital guaranteeing warmth, well-being, and effective communication between patients, relatives and healthcare teams.