Coronavirus Special Update #4 - Key Steps for Hospitals to Re-Open
Key Steps to Re-Open Hospitals
Summary
Initial goal was to avoid having patients strain the hospital system with COVID-19 surge
Current goal is to prevent patients from avoiding care and rescheduling services
Demonstrate to patients the health system is “Open for Business” with high quality non-COVID care operations
Success depends on optimal external communications to demonstrate the system is ready to meet patient’s needs from safety concerns and financial needs
Overview
The initial surge from COVID-19 overwhelmed hospitals and emergency response systems in the U.S. The initial patient–centered goal across the continuum of care was to:
Avoid exposing healthy individuals seeking primary care
Decrease the strain on emergency and hospital systems
Preserve protective gear by maintaining patients at home
Although elective visits have been cancelled or postponed, there has been a significant concern over the decrease in non-elective visits, including acute coronary syndromes TIAs and atrial fibrillation. Health systems have experienced a drop in non-elective visit volumes from 35-45% across all service lines across the U.S.
As health systems move to re-open, patients are hesitant to return primarily due to:
The continued fear of contracting COVID-19
Lack of health insurance as millions have lost employer coverage
Individuals with health insurance are limiting care to avoid out of pocket costs during tougher economic times
RE-OPEN STRATEGY
The focus should be on addressing the patients fear of returning to the facility due to COVID-19.
NEW GOALS
Prevent patients from avoiding urgent & emergent care
Reschedule postponed or cancelled elective services
SUCCESS WILL DEPEND ON AN OPTIMAL EXTERNAL COMMUNICATION STRATEGY IN 3 MAIN AREAS:
1. Health System Readiness
2. Alternative Treatment Options
3. Affordability Strategies
1. Health system readiness to resume high quality non-COVID care operations
a. Staffing capacity
b. Safety procedures to mitigate risk
I. PPE policies for patients & providers
II. Testing & screening for COVID-19 for patients & providers
III. Cleaning protocols
IV. Distancing measures
2. Alternate treatment options as patients may be hesitant to go to the main campus
a. Telemedicine virtual care
b. Web and mobile tools
c. Home visits
d. Independent or offsite clinics/offices
e. Other Multi-channel options
I. FAQs
II. Social media
III. Direct text/email
3. Affordability Strategies
a. Out of pocket cost estimates based on planned services and patient’s coverage
b. Aid with financial assistance
c. Waived penalties for cancellations & rescheduling
d. Transportation from patient home to provider
e. Insurance options
f. Waive costs for specific services – especially if own or operate internal health plan
Conclusions
Health systems must be nimble and efficient to re-open after the COVID-19 surge
The major strategy is to communicate with patients to return to health systems after months of promoting health by avoiding urgent/emergent care sites
Patients are willing to return, but only after they are convinced the health system has taken the necessary steps to allay their fear from COVID-19 exposure
Contact me to learn more about the unique characteristics of COVID-19 hospital re-opening strategies.