How Health Systems are adapting to the patient experience during COVID-19

In the age of COVID-19 pandemic, health systems provide high-level patient care with the help of telehealth, clinical communication, patient engagement, and many more things.

Other than these healthcare organizations are adapting to technologies to solve health issues at the time of COVID-19. In recent weeks most of the healthcare providers have worked on revamping their in-house processes and made changes to handle patient experience during a pandemic. Besides, they also launched some brand new solutions to care for the patients at the time of the COVID-19 pandemic. Some of the major transformations that we have observed and which are proving useful in the COVID-19 pandemic.

Efficient Communication Methods

At the time of the COVID-19 pandemic when a large number of patients are present in every hospital, it is very difficult and stressful to communicate with the patients and their families. Patients are not even able to communicate with their families. Many healthcare providers made it possible to communicate at the right time with the right people to control the situations and patients by using direct messaging programs.

The direct messaging program decreases the time for communication and it allows doctors to communicate with the patient at any time anywhere in the hospital. Through this communication mode, physicians and healthcare workers can deliver the same message to many people at the same time

Three-Pronged Approach

Bon Secours Mercy Health is using a three-pronged approach at the time of the COVID-19 pandemic. First, all COVID-19 patient requests can be transferred with the help of the transfer Centre. Then the nurses contact the leadership with the help of secure phone calls or messages to tell about all COVID-19 patients. Staff changes permissions and routing rules to increase the number of transfer Centre staff to receive the COVID-19 patient requests that come from the hospital.

More nurses and support staff were added to handle the traffic. For corporate leadership, the second prong contains the distribution list and it used as group chat to share the COVID-19 patient information. The third prong is used to send the location message to the COVID personnel.

Emergency Alert for COVID-19

In the 14 hospitals of Prisma, emergency teams use the medical emergency response intubation team (merit) alert to improve all patient outcomes by allowing the team members to respond quickly to all patients. They achieved it by sending messages to the correct group through an online system. Other than this each organization can decide who gets the specific alerts related to the phone numbers or broadcast groups. If the message is not read in one minute then the escalation path will send this message in the other way when the message is read then the alert will be disarmed.


Healthcare organizations are adapting to a new workflow in different ways. It includes giving respond to any emergency with the best care team communication, improve the patient engagement by transferring the COVID-19 information and instructions with the help of secure messages and help to improve the connection between the patients and providers.