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 (for example, whether to ask/disclaim about travel in the last 14 days vs. 30 days or which countries to include in the list of high-risk locations).
SUMMARY BY MODULE WORKFLOW
EMERGENCY DEPARTMENT & URGENT CARE MESSAGING
Online form – Disclaimers
For customers using ONLY online reservation OR our full queueing 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 been to China in the last 14 days or come into contact with someone diagnosed with COVID-19.
Patients will also have the option to click the link “What does this mean?” and the language in this section will be updated with coronavirus-based high-risk locations according to the CDC.
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.
Text message alerts
When patients check in online, they will see additional instructions in the text message confirmation.
URGENT CARE ONLY MESSAGING
For customers using our full queuing features (Walk-in Express)
At the sign-in kiosk, patients will
In your lobby, patients will see the new display board slide, which rotates in every 10 seconds.
Text message alerts
When walk-in patients sign in at the kiosk, they will see additional instructions in the text message confirmation.
Confirmation text that walk-in patients receive
FREQUENTLY ASKED QUESTIONS
All messaging above is based on the CDC’s guidelines: