COVID-19 product updates and messaging options

ER Express has developed an initial set of patient-facing messages to help health systems respond to the emerging COVID-19 situation.

Given that health officials’ understanding of COVID-19’s risks will likely change in the upcoming weeks, we have prepared this initial set of messages to accommodate a broad set of protocols across the many health systems using our products.

We have prepared this draft to get customer feedback before we apply any settings. These screenshots do NOT represent final wording on any message.

SUMMARY BY MODULE WORKFLOW

EMERGENCY DEPARTMENT & URGENT CARE MESSAGING

Online form – Disclaimers

For customers using ONLY online reservation OR our full queuing features

When patients attempt to make an online reservation, they will not be able to submit it until they check the box indicating that they have not come into contact with someone diagnosed with COVID-19.

Online form – Acuity filter

If a patient enters certain keywords (such as ‘corona’) we will block the patient.  We recommend that urgent care clinics block patients; emergency departments may elect to either block OR flag that patient, which allows the patient to make a reservation, but applies a warning flag internally for staff to see.

Blocked reservation

Text message alerts

When patients check in online, they will see additional instructions in the text message confirmation.

URGENT CARE ONLY MESSAGING

Walk-in kiosk

For customers using our full queuing features (Walk-in Express)

At the sign-in kiosk, patients will

1.  See disclaimer modal on the first page
2.  See a similar disclaimer in the information section
3.  Answer up to 3 mandatory questions
4.  See a final disclaimer on the final confirmation page
5.  Staff will then see the answers to these questions in the Patient Queue

Walk-in patient disclaimer message

Disclaimer in information section

Custom COVID-19 questions for patients

Final disclaimer on confirmation page

ER Express control panel patient card showing how walk-in patients have answered

Display board

In your lobby, patients will see the new display board slide, which rotates in every 10 seconds.

COVID-19 Display Board messaging

Text message alerts

When walk-in patients sign in at the kiosk, they will see additional instructions in the text message confirmation.

COVID-19 text message for walk-in patients

FREQUENTLY ASKED QUESTIONS

All messaging above is based on the CDC’s guidelines:

• CDC recommendations for patients with COVID-19
• CDC risk assessment for potential COVID-19 cases
• CDC travel precautions

Last updated 06/12/2020