Re-Opening After COVID-19
There is a light at the end of this tunnel. We will re-open our doors. But when we do, there is no doubt that things are going to look and feel quite a bit different from the way we’ve practiced ophthalmology in the past. Take the time now to ensure that your practice will emerge stronger and better than ever.
Improve Efficiencies/Convenience
– During this time our practices will be forced to embrace technology in ways like never before. Ensure your patient forms, check-in and scheduling can all be done online. Waiting in the office or in line to do any of these things are a thing of the past.
– Ecommerce also will play a part. If you aren’t set up for patients to order glasses/contacts online, or even to pay a bill, you may consider getting these systems in place.
– Virtual Consults are here to say. Not only will it improve patient wait times and improve convenience, but it will also shorten in office appointments and improve efficiency. By having the counseling and scheduling done over the phone and only testing in office, we can see more in-office appointments throughout the day while maintaining social distancing guidelines and adjusting our patient flow.
– Last but not least. Have a text line. Patients have been asking for it, now is the time to implement to better communicate quickly with all new and existing patients.
Instill Confidence and Safety
– Instilling confidence not just within patients but within your staff. Have a unified message that is communicated to your staff about the new ‘normal’ within the office, and then make sure your staff is trained to communicate this with your patients. Broken communication amongst any team member can cause uncertainly and chaos.
– Then once you establish a clear message, make sure this is communicated to all patients through email, text, phone, web, etc.
Communicate, Communicate, Communicate
– Communication during the crisis is one thing but continuing this line of open communication will be equally as important. Consider monthly or quarterly newsletters to patients AND referring providers to keep them engaged in your practice. Remember, not all patients will be comfortable coming in immediately after reopening. We will have to continue building trust and confidence. Sharing stories and patient testimonials through photo and video will help us do just that.
Processing and Protocols
There will not be a one size fits all process for all practices to reopen. A variety of measures can be taken to ensure our patients and staff feel comfortable.
– A normal waiting room may be a thing of the past, especially for some offices that are not properly laid out to ensure proper social distancing guidelines. If your waiting area is small, ask patients and loved ones to remain in a vehicle until the provider is ready to see them. From there we can call or TEXT a patient when we are ready to see them.
– All staff should be wearing masks, but even patients as well. Show patients the variety of face coverings that are acceptable including cloth masks, bandanas, etc.
– Consider temperature checks of staff and patients.
– Edit reminder systems to remind patients to not come in if they are experiencing symptoms or add a COVID-19 prescreen to their intake forms.
Final Thoughts
Successful practices are not going to be those who are using this “down time” for R&R. Practices who emerge from this crisis thriving – not just surviving – are those who are taking action NOW and are working hard to carefully plan and prepare for an incredible amount of change in the way we deliver patient care moving forward.
