Because the robot couldn't get to the left side of the bed, Ms Wilharm said she had to repeat everything the doctor was saying as her grandfather was hard of hearing in his right ear. "I just figured it was routine", Wilharm said Saturday.
"It did not replace previous conversations with patient and family members and was not used in the delivery of the initial diagnosis", she said.
Michelle Gaskill-Hames, senior vice president of Kaiser Permanente Greater Southern Alameda County, called the situation highly unusual and said officials "regret falling short" of the patient's expectations.
Mr Quintana is said to have died on Tuesday, two days after he was admitted to hospital.
A doctor told a man he was going to die via robot videolink.
Wilharm said she had no idea who the doctor was or where he was located.
Wilharm told CNN that a doctor had visited Quintana in person earlier in the day.
But they were devastated when a robot machine rolled into his room in the intensive care unit that night and a doctor told the 78-year-old patient by video call he would likely die within days.
"The next thing I know he's telling him, "I got these MRI results back and there's no lungs left, there's nothing to work with".
Mr Quintana's daughter, Catherine, told KTVU that the family was further upset because her father had trouble hearing the doctor through the speakers, forcing Ms Wilharm to relay the bad news.
"You know, I don't know if he's going to get home", the doctor said.
"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 objective and function of the technology", Ms Gaskill-Hames said.
An elderly man in the U.S. was reportedly told he was going to die via a video-link on what his family described as a "robot".
The video meetings are warm and intimate, he said, adding that not all in-person discussions have empathy and compassion.
"You know, I don't know if he's going to get home", the doctor says, adding that the best treatment plan at that point was to begin focusing on Quintana's comfort.
Ms Spangler said she wanted the media to get involved in the situation after Kaiser Permanente said it would "take note" of the family's complaints. "Unfortunately, there's nothing we can treat very effectively", he said, according to a video recording that Wilharm shot on her cellphone.