The COVID-19 pandemic created shifts in various sectors, including healthcare. As medical practices adjusted to changing circumstances, technology, particularly health technology, played a significant role in tracking patient visits and managing care. Given the reduction in outpatient visits during the pandemic, medical practice administrators, owners, and IT managers in the United States faced the need for new approaches to patient engagement and care delivery.
Research indicates that by early April 2020, there was a nearly 60% decline in visits to outpatient practices in the U.S. This reduction reflected both patient hesitancy due to fears of exposure to the virus and the deferral of elective and preventive care services. Prior to the pandemic, outpatient settings typically recorded more than 50 million visits annually, averaging about 1 million visits per week. However, as the pandemic unfolded, that number dropped considerably, and even after slight rebounds, outpatient visits remained approximately one-third lower than pre-pandemic levels.
The pandemic created a challenge for clinical administrators—ensuring patient safety while maintaining a viable operational framework for practices. The significant drop in visits raised concerns about healthcare access and the financial stability of many medical practices.
One of the rapid shifts in healthcare delivery during the pandemic was the adoption of telemedicine services. For example, the Cleveland Clinic experienced an increase in remote outpatient visits from just 2% to 75% over five weeks. This rise showed a reliance on technology to connect providers and patients amid physical distancing. The ability to use virtual care was not just a temporary solution; it was essential for ongoing patient management and safety.
Telemedicine platforms like MyChart Care Companion kept patients engaged. These systems allowed healthcare providers to screen patients regularly, conduct virtual check-ins, and respond to inquiries in real-time. By facilitating more remote interactions, healthcare organizations could reassure patients and ensure continuity of care. Conducting visits through video or phone calls helped patients feel more comfortable and reduced the anxiety related to COVID-19 exposure.
The use of home monitoring programs further reinforced the role of health technology during the pandemic. The Cleveland Clinic launched a COVID-19 Home Monitoring Program that required daily symptom tracking through their MyChart platform. Patients who tested positive for COVID-19 received a daily questionnaire about their symptoms for 14 days. A system of real-time alerts allowed healthcare professionals to assess patients’ conditions promptly and intervene when necessary.
Besides monitoring COVID-19 cases, the Cleveland Clinic also prioritized managing chronic disease patients. By conducting weekly check-ins through telehealth platforms, nurses could engage patients with immediate guidance based on their reported health status. This management strategy aimed to prevent hospitalizations and was significant for patients managing conditions heightened by the pandemic. Such remote outreach required healthcare professionals to transition quickly to a virtual care model to support patient needs effectively.
During the pandemic, data management became critical. Numerous healthcare organizations utilized electronic health records (EHR) systems and scheduling software to monitor patient visit trends. Research analysis under the Phreesia platform showed that many outpatient practices experienced notable disruptions in patient flow, leading to changes in documentation and data collection methods.
Data collected during this period highlighted how workflows had to adapt. Providers needed quick access to vital information to make informed decisions regarding patient care. Organizations began refining processes to enhance data capture, especially related to new telehealth practices that were not optimized for real-time analytics initially.
In the context of healthcare technology, one advancement has been the incorporation of artificial intelligence (AI) and workflow automation. AI streamlines administrative tasks, reducing the burden on front-office staff while enhancing operational efficiency. For medical practice administrators, adopting AI-driven solutions can mean automating appointment scheduling, conducting pre-visit screenings, and managing patient inquiries through automated services.
AI can assist practices by quickly triaging patient needs based on queries. For instance, Simbo AI’s focus on front-office phone automation can improve how medical practices interact with patients. An automated answering service powered by AI can handle routine inquiries, schedule appointments, and collect necessary patient information before an in-office visit or telehealth session. This optimizes front-desk operations and allows clinical staff to focus on direct patient care.
In addition to these improvements, AI applications can enhance patient experience by providing timely responses and reducing wait times. This can lead to improved patient satisfaction scores, which are essential for practices managing the complexities of healthcare delivery in a pandemic-affected environment.
The COVID-19 pandemic accelerated the use of health technology systems in the United States. Administrators and IT managers embraced telehealth solutions, home monitoring programs, and innovations in data management to adapt to changing patient needs. The experiences of healthcare providers showcased the key role technology played in maintaining patient engagement during this difficult time.
As the healthcare environment continues to evolve post-pandemic, the lessons learned will remain important for medical practices. Building a culture of adaptability and technological integration will be crucial for managing potential disruptions and ensuring patient care remains accessible, safe, and efficient.
Simbo is making doctors' and patients' lives better. Connect now to know more.
Schedule Demo Now© Since 2019, Simbo AI.
