Mr Quintana's granddaughter Annalisa Wilharm described the moment the remote doctor informed her grandfather of his impending death on the screen. Attached was a screen streaming a live video of a doctor wearing a headset.
Ms Wilharm, 33, figured the visit was routine. "Meanwhile, this guy is telling him, 'So we've got your results back, and there's no lung left". "There's no lung to work with". Wilharm said her grandfather could hardly hear what the machine was saying, to the point where she had to tell her grandfather he was dying, herself. Her daughter shot the cell phone video of the doctor. "When I took the video, I didn't realize all of this was going to unfold", she told KTVU.
Mr Quintana is said to have died on Tuesday, two days after he was admitted to hospital.
Her mother, Catherine Quintana, was not happy after seeing the video.
In response, the senior vice president for Kaiser Permanente in south Alameda County, Michelle Gaskill-Hames, said that the situation was unusual and that the facility's officials "regret falling short" of the patient and his family's expectations.
Sharing an image on her Facebook page, she wrote: "Please share this". This was regarding a friends Dad a couple of hours ago.
That said, Gaskill-Hames says that they will use this situation as an opportunity to improve patients' experience with telemedicine.
"It does not, and did not, replace ongoing in-person evaluations and conversations with a patient and family members". She says it did not replace previous conversations with patients and family members.
The video meetings are warm and intimate, he said, adding that not all in-person discussions have empathy and compassion.
"As a society we can not accept this as a "new norm" or "standard operating procedure". there is still a need for human touch especially in the last hours of your life", Ms Spangler said. Her mother, Catherine, said, "If you're coming to tell us normal news, that's fine, but if you're coming to tell us there's no lung left and we want to put you on a morphine drip until you die, it should be done by a human being and not a machine".
She said after the visit, he gave her instructions on who should get what and made her promise to look after her grandmother.