Written by Sarah Lim Lic# 0M52397

COVID-19:  How to Address Your Staff and Patient Concerns

As the COVID-19 pandemic spreads throughout the world, the level of uncertainty is constantly increasing.  And while there is much to consider for medical practices, one particular area that requires extra attention during this time is the welfare of your staff and your patients.  In a time of crisis like this, it’s important to remember and recognize the basic mission that the practice was created upon:  To keep people healthy.  This is one of the important things to keep in mind as you make any upcoming decisions. 

One way to keep your staff safe and calm is to gather as much information as possible about the current situation so that your physicians and managers are kept informed and up to date on constantly changing protocols. 

As important as the gathering of information is, communication with staff is just as crucial.  What you communicate will not only tell your staff what is required of them but can also calm any fears they may have.  How you communicate can determine how well your members will be able to maintain staff morale.  It’s important to remember that they are under an incredible amount of stress and not only are they scared as well, when they go home, but they also have to deal with the uncertainty of possibly infecting their loved ones and having to deal with their fears too.  For those who are managing and leading practices, being kind in your communications and other simple acts of kindness can make a huge impact on maintaining staff morale.   

One thing to look out for is self-destructive tendencies such as excessive drinking.  Healthcare professionals is having to deal with multiple stressful factors so by being well-communicated with them, they have a better chance of being able to handle everything.   

One way to keep staff safe is to make sure that everyone is properly trained on the use and importance of personal protective equipment (PPE).  On the other side, one way to keep patients safe is to offer telehealth services.  These services include consultations over the phone that do not necessarily require a face-to-face visit. 

Another way to help with patient safety is to start the check-in process when the patient first calls to make an appointment.  Ask the patient to identify their symptoms and if any indicate the presence of COVID-19, advise the patient to call you when he or she gets to the office, stay put, and staff will come out in their PPE to escort the patient in.  Another way to help patient flow is to use a back entrance for those patients suspected of having COVID-19.  The best way would be to avoid any congregating in the waiting room and always follow guidelines on social distancing.