Connecting with patients and families during COVID-19 – Part 1

As health care organizations consider ramping up elective procedures and other clinical practices scaled back or stopped due to COVID, one voice usually absent from these considerations is that of the patient. Yet, patients and families ultimately determine if these procedures will even happen. On this episode, we discuss how to engage patients and families when you resume your procedures, learning the factors they deem crucial in their decisions to have elective surgery or even come in for routine visits.


Guest speakers:

Kellie Goodson, MS, CPXP

Director, Programs



Mark Larson, MBA





Tomas Villanueva, DO, MBA, FACPE, SFHM

Associate Vice President

Clinical Resources



Show Notes:

[01:57] Need for the patient voice

[03:35] Conversations with patients on what they need to hear and see

[04:15] Patients accessing procedures in waves

[05:03] Survey results and patient perceptions

[08:04] Utilizing services: patient considerations

[09:56] Pulling the trigger

[11:03] Using patients and families as a resource

[13:40] Communication matters

[14:21] Engagement matters


Links | Resources:

Connecting with Patients During COVID-19: Perspectives on Safety (Sept. 2020 Vizient report) Click here

Key talking points from PFA webinar – May 1, 2020 Click here

Working with Patient and Families as Advisors (AHRQ Handbook) Click here

The role of Patient and Family Councils (PFACs) in resuming elective procedures (Modern Practice Podcast – May 13, 2020) Click here


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