Still, almost a year into the COVID era, with so many physical isolation measures, PPE standards, and visitor limitations in place, hospitals are left questioning how they will move forward with patient experience and patient engagement. Although “waiting it out” is a choice, most have realized there’s little hope that any time soon, if ever, healthcare will return to normal. Instead, leaders face increasing demands to look for a new standard and find ways to adapt. When patients cope with increased isolation, boredom, fear, and anxiety, this is extremely important.

Patient-doctor interaction during COVID-19

• Just 8% of patients had ever had a virtual doctor’s appointment before the pandemic, despite the fact that 66 percent of customers said they would be willing to try it. The loosening of telehealth regulations and improvements in reimbursement rates has contributed to a 57 percent rise in use, with approximately 20 percent of all medical visits projected to be carried out via telemedicine in 2020.
• The shuttering of the front doors of the practice led to the opening of online patient portals, as doctors switched to digital channels to connect and monitor their patients’ wellbeing. Patients and caregivers alike are encouraged to use the ability to safely send direct messages, refill prescriptions, book appointments, and access telemedicine visits. Platforms for care management have also played a part in the dissemination of test results for Covid-19, further encouraging their use.
• In the desired format of the patient, many doctors are now sending automatic appointment reminders: text, phone call, email or a combination of formats. Although it can take several calls and voicemails to confirm an appointment before a patient responds, text messages and emails are normally answered within hours, if not minutes, resulting in fewer missed appointments.
• Many health facilities are researching ways to more readily offer up-front estimates of the cost of a treatment using technology that can measure costs based on details and deductibles from medical insurance, also comparing costs at various nearby hospitals and outpatient centers.

We’re living through an unpredictable time. No one really knows how the future will unfold, what tomorrow could be like for the patient, or what might happen next. This pandemic was a harsh reminder that we are not immune and that this might happen again. In short, while the pandemic of the coronavirus is far from over, we can not lose sight of the perspective of Patient Engagement. We have to ask ourselves instead: how do we adapt to follow the new norm?