How to Make Your Patients Feel Safe Enough to Come Back During the COVID-19 Pandemic

by Stephanie Cajigal •

Telemedicine as an Alternative

Another way to bring patients back is by continuing to offer telemedicine, otolaryngologists said. Dr. Sale said his practice communications have been emphasizing that a patient’s healthcare needs don’t stop because of a pandemic. Telehealth visits are available for patients who are truly afraid to come in, which he says works well for first-time patients, to figure out what their needs are, and for follow-ups.

“The elderly, nursing home patients, and immune-compromised patients are justifiably fearful of coming in, so we will provide tele-otolaryngology,” Dr. Setzen added. He explained that he uses telemedicine as a triaging tool.

Dr. Pynnonen said the increase in her telemedicine appointments is a silver lining of the pandemic. Return telemedicine appointments last 15 minutes, while appointments with new patients last 30 minutes. “I love providing virtual visits to patients, to see them in their home. It seems like a more personal connection,” she said. “It’s their space instead of my space, creating a different opportunity to connect with them personally. It also focuses that visit on me listening to them and gives me more space, time, and emphasis to provide some education. I think that’s been really valuable.” 

Stephanie Cajigal is a freelance writer based in Los Angeles.

Going Alone

One emotional patient situation that has cropped up during COVID-19 is the fact that visitors and family are barred from attending appointments with patients.

“It’s a hard situation because there are reasons why organizations have these policies in place,” said Michael Johns III, MD, director of the University of Southern California Voice Center in Los Angeles. “It highlights the importance of increasing communication however you can—over the phone, patient to loved one, and also loved one to doctor.”

Physicians need to know what resources are available to help with this communication. “One hospital in our system, for example, has a very robust tablet program for frequent video visits or consultations. If done in the right way, video is a pretty decent substitute for in-person visits,” said Dr. Johns.

“We have had many visits where family joins the visit virtually, either on the phone or through video conferencing. That seems to help some,” said Dr. Ronald B. Kuppersmith, MD, MBA, College Station, Tex. “Although close interactions are more difficult, you can still tell if someone is smiling if they’re wearing a mask through other body language and their voice. You can still touch people, although with gloves on. Patients have been remarkably resilient through this and for the most part recognize that we’re trying to keep them safe.