Coronavirus (COVID-19)Convenient Care &

5 ways to make your patients feel at ease during COVID-19

As more reports of COVID-19 cases are released, the anxiety of the public may only increase while specific details around how the virus is spread, specifics on testing and treatment protocols as well as predictions on the severity of the outbreak may not be released in the same velocity. So how do healthcare providers like you continue to educate your patients on taking precautionary measures while also making them feel at ease during this time?

At the end of the day, what is real is the public’s sentiment around the spread of the disease. Panic and hysteria can be common results of public health challenges such as COVID-19. According to Rob Rohatsch, former CEO, Banner Health Urgent Care, “One of the most important things we can do right now is provide reassurance to our patients.”

As new medical developments are released around COVID-19, we recommend using the Center for Disease Control’s (CDC) website as the source of truth as it relates all protocols, treatments and testing of the virus.

But in this guide, we’ll share a handful of tactics you can implement today to make your patients feel at ease during an uncertain time.

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Introduction

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Remember: If there is a real threat that these patients could have contracted the virus, front desk managers should be trained on all isolation protocol.

CDC control recommendations: https://www.cdc.gov/coronavirus/2019-ncov/infection-control/control-recommendations.html

Ensuring your patient communication around this issue is timely, accurate, and empathetic is one of the most important things you can do today. Letting your patients know you have been thinking about COVID-19 and have a plan in case of an outbreak can be helpful in easing fear and anxiety. According to our data, 48% of consumers feel stupid when it comes to asking questions about their health which iterates that hypercommunication during this time will settle your patient’s nerves and remind them that community health and safety is at the forefront of the value based care that you already provide today.

Communication

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Add a public notice to your websiteThough the number of cases in the United States remains low at this time, many health systems are addressing patient concerns on their website and social media channels with cautionary messaging.

TipFor Solv partners, you can automatically add a custom message to your booking pages in your manage settings. For COVID-19, consider a general statement like the following

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Calm their nerves with transparencyWhen a patient arrives at the clinic armed with questions or concerns about the virus, consider training your front desk manager to meet their anxiety with empathy and transparency. Acknowledge their concerns and let them know they will be well taken care of—be sure to provide them accurate clinical information as well as show empathy throughout their entire visit.

TipDo you offer paperless registration at your clinics? If so, you may want to consider adding custom questions related to COVID-19 to your forms. Haven’t gone paperless yet? Learn more at www.solvhealth.com/for-providers

TipThe CDC has published educational posts and videos about COVID-19. Reshare their content on your social channels to create a touchpoint with your patients that strengthens your relationship with them.

CONVENIENT CARE & COVID-19

Leverage social mediaProviding information where your patients are spending their time is important to easing the daily anxiety about the future of the virus as well as cutting through the noise of other media channels.

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Patients complete forms on theirown phone, or a tablet in-clinic

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When consumers have fear based on an uncertain future, making sure they feel their relationship with you is easily accessible is critical to changing your patient’s perception of the situation, especially as it relates to COVID-19.

Accessibility

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Rob RohastchFormer CEO, Banner Health Urgent Care

When patients are sick and worried, they need reassurance. I make sure that patients know if

they have concerns about anything, including COVID-19, they can pick up the phone and talk

through it. As it pertains to COVID-19, getting on the phone to talk to patients who have real

concerns about it is a mutually beneficial solution—keeping a legitimate person of suspicion

out of an emergency department waiting room could potentially save hundreds or thousands.

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Consider offering telehealth servicesConsumers today expect more control, transparency, and convenience than ever. What started as a way to reach patients in remote locations has evolved and been integrated into all types of healthcare facilities. Facing a potentially larger outbreak of COVID-19 within the United States, offering telemed services to your patients could be a way to deliver accessibility and convenience as well as keeping your waiting room safe by decreasing the risk of disease transmission.

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TipThe CDC also recommends exploring alternatives to face-to-face triage and visits as it pertains to assessing potential COVID-19 patients. Not currently offering telehealth visits at your clinic? Solv can help (and is currently offering short term contracts in light of recent events). Learn more at www.solvhealth.com/for-providers

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Claim your Solv clinic profilesAllowing patients to find you when they need immediate care is important to being accessible as inquiries regarding COVID-19 rise. More than 1.6 million patients visit Solv monthly looking for convenient care. Claim your listing and be sure you can show up for your patients wherever they are. Visit www.solvhealth.com/for-providers/claim

COVID-19 is a real threat to public health, but the future is unknown. What will remain constant in the foreseeable future is your patient’s need for reassurance—implementing the tactics discussed in this guide will help keep your patient’s feel at ease, while at the same time remaining safe and taking the proper precautions as they become available.

Patient information

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