Health systems redefine patient service for the COVID-19 era

With the onset of COVID-19, health care systems have adapted to ensure patients still receive excellent care and services. Some changes enacted during the immediate response to the crisis will be temporary while others, such as increased use of telehealth, will be longstanding. To ensure patients feel comfortable, health care systems can ensure staff are trained to answer previsit questions about how the visit will differ from those before the pandemic. Staff also should be trained in how to properly greet patients and survey for symptoms at the beginning of a visit. Other practices include taking steps to ensure sanitation measures are taken during each stage of the visit and using body language, facial expressions, eye contact and good listening skills to ensure patients feel at ease. (PSHQ story, 7/1/20)