PLAN FOR COMMUNICATION WITH PATIENTS IN RESPONSE TO A

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Plan for Communication with Patients in Response to a Disaster

Plan for Communication with Patients in Response to a Disaster

Physician practices are typically patients' primary connection to the healthcare system. However, during a disaster, patients may not understand whether or how their providers remain available. Practices should maintain a plan for communication with patients in the event of a disaster, and should activate the plan promptly if needed.

A communication plan should outline a strategy for outreach to all patients during disasters, including proactive outgoing communication and consistent responses to inquiries. Communication should follow the basic tenets of emergency risk communication, providing reasonable reassurance while realistically acknowledging circumstances that temporarily decrease access to services, and related precautions.

Technologies and Methods of Communication

Consider using technologies and methods of communication including:

Digital communication
- Email campaigns
- Text message campaigns
  - Sample script: We are using this system to send updates about [insert disaster here]. This is an automated system; responses are not monitored. Text STOP to opt out.
  - Sample script: If you have [insert symptoms here], please call [insert practice name and contact number here] or your local health department.
- Social media updates
- Messaging through patient portals
- Updates to the practice's website, including use of a highly visible banner with related messages
Telephone communication
- Standard phone communication (e.g., easily reachable with prompt response to incoming messages)
- Outreach calls to high-risk patients
- Dedicated disaster-related hotline
- Strategies for response to inquiries (e.g., scripts, FAQs)
- Outbound call campaign (i.e., "robocalls")
- Remote language assistance for communication with non-English-speaking patients
Other communication
- Physical signage at practice location(s)
- Mass mailings and other printed materials
- Updates through local media outlets

Plain-Language Overview

Provide a plain-language overview of the disaster, and consider including information such as:

How the practice is impacted and responding
- Sample script: To prevent the spread of [insert disease here], we are conducting visits by telehealth whenever possible. If you have a scheduled appointment, we will contact you with further instructions.

Patient information document (see Figure 7 for a sample)
Public health information
- How to protect individuals and families
- Reliable sources of additional information (e.g., Centers for Disease Control and Prevention, state and local health departments)

Services and Availability

Anticipate and answer basic questions that patients may have, such as:

Can I get care?

If so, when, where, and how?

If not, what should I do if I need care?

Describe the practice's ability to care for patients during the disaster, highlighting any changes from typical operations:

Clinical services, including any suspended services (e.g., availability of sick visits, cancellation of well visits for a specified time period, disruptions to ancillary services)

Sample script: We at [insert practice name here] hope that you and your families are safe and well. During this extraordinary time, we remain open for emergency in-person visits. To schedule an appointment, please call: [insert contact number here].
Sample script: As part of our response to [insert disaster here], [insert practice name here] is postponing some previously scheduled tests and procedures. [insert practice name here] staff will call you if your test or procedure is postponed. You will receive a call to reschedule when we are able to resume normal operations. Thank you for your understanding.

Availability
- Sample script: [Insert practice name here} is experiencing a large volume of calls. Please leave a message with your name, date of birth, phone number and question or concern. We will return your call within one business day. If you are experiencing a medical emergency, please hang up and dial 911.
Rescheduled appointments
- Scripts for appointment rescheduling (see Figure 6 for a sample)
Telemedicine capabilities
- Sample script: In order to continue serving our patients, we are now offering telemedicine and have the ability to examine and treat you remotely, right from the comfort of your own home. To request a visit, please call [insert contact number here], and we will review the procedure for scheduling and activating a visit.
- Sample script: We are also able to provide some services over the telephone at this time. Please call [insert contact number here] for more information.
Hours of operation
Locations
Physical access to practice locations (e.g., use of satellite locations, alternate entrances)
- Sample script: We are temporarily suspending services at the following locations. [insert practice name here] will contact you if your appointment is impacted by these temporary closures.
Relevant dates or time periods, if known (e.g., effective immediately and until further notice)

Updated Policies and Procedures

Highlight policies and procedures relevant to the type of disaster such as:

Screening policies for staff and patients
Policy addressing the presence of a support person (e.g., friend or family member) at office appointments
- Sample script: To protect our staff and patients, no visitors may enter the office, except to accompany patients who cannot enter the office without assistance, or cannot be left alone.
Triage procedures
Appointment scheduling
Waiting room procedures (e.g., check-in, social distancing)
- Sample script: [Insert practice name here] requires social distancing for the protection of staff and patients. The number of patients in the waiting room at one time will be limited, and the waiting room has been rearranged to provide at least six feet in between individuals. Patients are required to use hand sanitizer when entering the office, then be seated and wait to be called to the check-in area.

Information for Patients

Consider providing information including the following:

Medical care not clinically related to the disaster

What to do in the event of routine medical needs
What to do in case of a medical emergency
How to get extra medications
- Sample script: If you need an early refill of your prescription medication because you expect that you will be unable to leave your home, please call [insert contact number here] and leave a message. You will receive a return call within one business day.

Medical care related to a public health disaster (e.g., epidemic, pandemic)

Symptoms to be alert for
What to do in the event of symptoms (e.g., call the practice before arriving if certain symptoms are present)
Prompt patients to ensure that their personal and emergency contact information is up to date

Sources

Centers for Disease Control and Prevention:

Crisis emergency risk communication checklist: basic tenets of emergency risk communication. [cited 2020 Apr 1]. https://emergency.cdc.gov/cerc/resources/pdf/cercchecklist.pdf

Medical office preparedness planner. 2011 [cited 2020 Apr 1]. https://www.cdc.gov/cpr/readiness/healthcare/documents/Medical__Office_Preparedness_Planner.PDF

Schmidt JM. Seeking evidence-based Covid-19 preparedness: a FEMA framework for clinic management. NEJM Catalyst 2020 Mar 25 [cited 202 Apr 1]. https://catalyst.nejm.org/doi/pdf/10.1056/CAT.20.0079 doi: 10.1056/CAT.20.0079

U.S. Department of Homeland Security. Crisis communications plan. 2016 Jan 21 [cited 2020 Apr 1]. https://www.ready.gov/business/implementation/crisis

All policies, procedures, and forms published are intended not as models, but rather as samples for illustration purposes only. The content contained does not constitute legal advice. Healthcare laws, standards, and requirements change at a rapid pace, and thus, the sample policies may not meet current requirements. ECRI urges all members to consult with their legal counsel regarding the adequacy of policies, procedures, and forms.

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Tags: communication with, risk communication, patients, response, communication