Mr Quintana died the following day at the Kaiser Permanente Medical Centre in Fremont, in the USA state of California. "I said, 'Do you want the morphine?' He looked at me like, 'What choice do I have?'" When the family returned to the hospital, they were furious that Quintana was told via video conference that he did not have long to live.
An official with Kaiser Permanente says it was a "highly unusual circumstance".
"This is not the way to show value and compassion to a patient ... shame on you Kaiser", she wrote.
"Our health care staff receive extensive training in the use of telemedicine, but video technology is not used as a replacement for in-person evaluations and conversations with patients", reads the statement, which was published in full by KTVU. She was astonished by what the doctor started saying. "We knew that this was coming and that he was very sick".
As her grandfather had a hearing problem, she had to relay the news, KTVU reported.
"We knew that we were going to lose him", Wilharm told CNN in a phone interview Saturday. "There was no compassion".
She later said it was "an extremely frustrating situation", and "an atrocity of how care and technology are colliding".
"In every aspect of our care, and especially when communicating hard information, we do so with compassion in a personal manner", she said, adding that the term "robot" is "inaccurate and inappropriate".
"This secure video technology is a live conversation with a physician using tele-video technology, and always with a nurse or other physician in the room to explain the goal and function of the technology", Ms Gaskill-Hames said. It "allows a small hospital to have additional specialists such as a board-certified critical care physician available 24/7, enhancing the care provided and bringing additional consultative expertise to the bedside".
Ms Wilharm, 33, figured the visit was routine. On March 3, he was admitted to a Kaiser Permanente hospital in Fremont, California, for the third time in 15 days, Quintana said.
"We regret falling short in meeting the patient's and family's expectations in this situation and we will use this as an opportunity to review how to improve patient experience with tele-video capabilities".
"He was such a sweet guy", she said.
"That was one of the worst days of my life", she said.