COVID-19: A crisis of public health and patient trust

Health systems across the country have been forced to assuage patients’ fears related to COVID-19 and assure them that they can—and should—continue to safely seek care in acute settings. That has resulted in massive marketing and education campaigns, expedited the use of telehealth and patient outreach technology, and forced health systems to move at a lightning pace to solve problems. COVID-19 has demanded significant clinical and operational resources, and providers’ financial health has struggled as a result of declining revenue, in large part due to canceled or deferred elective surgeries. In general, the pandemic is resulting in a dramatic shift of care to virtual and home settings, changing not only how patients experience care, but also how clinicians do their job. While all of this change is significant and coming at an unprecedented pace, it presents a timely opportunity to move forward with a new model for healthcare delivery that engages patients and involves them in their own care.

Like leaders at many healthcare organizations, executives at Renton, Wash.-based Providence were concerned that, if they don’t take significant action, patients may defer surgeries for months—or perhaps indefinitely—which could lead to a decline in both revenue and patient outcomes. The health system was at a crossroads: does one of the nation’s largest health systems continue to operate under the status quo, and hope that patients feel comfortable enough to return for important care? Or should leaders address the issue head-on and capitalize on this opportunity to improve the patient experience?

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