Although specifically related to patient-community confidence challenges associated with the COVID-19 era, the insights below are timeless. They come from a 33-minute webinar focused on healthcare challenges; you can listen to it here.
Three Practical Strategies Healthcare Leaders Are Using Today
During the COVID-19 pandemic, healthcare organizations across the country faced an unprecedented challenge: how to restore patient and community confidence in seeking care. Even as hospitals implemented rigorous safety protocols, patient volumes declined, outpatient visits dropped, and many individuals delayed care out of fear.
In this Sentact webinar, healthcare leaders explored what they are seeing in the field and outlined three practical strategies hospitals are using to rebuild trust, protect staff, and reassure patients that care environments are safe, responsive, and supportive.
The Challenge: Declining Volumes and Community Health Impact
Across inpatient and outpatient settings, patient volumes have not fully rebounded to pre-COVID levels. This decline is driven largely by perception of risk, not necessarily the actual safety of care environments.
Healthcare leaders report growing concern about:
- Patients are delaying emergency or chronic care
- Individuals presenting later with more severe conditions
- Long-term community health consequences from missed or postponed treatment
As a result, restoring confidence has become a top priority for patient safety and patient experience leaders nationwide.
Strategy #1: Make Safety Visible, Not Just Assumed
Hospitals have implemented extensive safety measures—but visibility is critical. Patients are far more likely to feel comfortable returning when they can see safety practices in action.
Key approaches include:
- Clear PPE protocols supported by automated checklists and accountability tools
- Infection prevention rounding to ensure both new and existing protocols are consistently followed
- Staff and visitor screening at appropriate points of entry or care
- Structured reopening assessments for units and clinics that were closed or repurposed
- Continuous readiness evaluations to adapt as local conditions change
Equally important is the use of data. Collecting safety data allows organizations to identify gaps, reinforce compliance, and focus improvement efforts where they matter most.
When patients see safety practices being followed consistently, confidence increases.
Strategy #2: Actively Listen to Patients and Visitors
Creating a safe environment is only part of the equation. Hospitals must also listen closely to patient and visitor experiences, particularly during a time of heightened anxiety and isolation.
Healthcare organizations are increasingly using:
- Post-discharge and post-visit calls or surveys
- Targeted experience questions, not just overall satisfaction scores
- Virtual rounding programs, when in-person visits are limited
- Every-patient, every-day rounding, adapted for pandemic conditions
These touchpoints allow organizations to:
- Understand patient fears and expectations
- Address concerns in real time
- Resolve issues before they escalate
- Reinforce trust through responsiveness
Patients frequently report higher satisfaction—even after a negative experience—when staff respond quickly and visibly to feedback.
Strategy #3: Support and Empower Frontline Staff
The pandemic placed extraordinary stress on healthcare workers across all roles—not only clinicians, but also environmental services, supply chain, food services, and support staff.
Hospitals are responding by focusing on staff confidence, morale, and empowerment, including:
Strengthening Safety and Communication
- Staff exposure tracking to reduce uncertainty and fear
- Leadership rounding to hear concerns directly from frontline teams
- Transparent communication around safety expectations and resources
Reinforcing Recognition and Morale
- Structured staff recognition programs
- Individual acknowledgment of effort and commitment
- Ensuring recognition is acted on—not just collected
Getting the Basics Right
- Reliable access to PPE, hand sanitizer, and supplies
- Clean, transparent request-and-fulfillment processes
- Strong coordination between clinical teams and support departments
Providing Holistic Staff Support
Organizations are also introducing creative support programs such as:
- Food banks and meal programs
- Laundry and linen services
- Transportation or housing assistance
- Wellness offerings like yoga, meditation, or energy-based practices
Reducing stress allows caregivers to focus on what matters most: caring for patients with confidence and compassion.
Adapting Rounding and Screening for a New Reality
Leadership and patient rounding programs have evolved to reflect COVID-19 realities:
- More focus on emotional well-being for patients and staff
- Increased use of virtual tools (video calls, phone check-ins)
- Adjusted screening workflows with proactive communication so patients know what to expect before arrival
The common thread across successful organizations is flexibility paired with clarity.
Closing Thoughts: Backing Up the Message of Safety to Increase Patient-Community Confidence
Hospitals are already telling communities, “We are safe. Come back for care.” The strategies outlined here help back up that message with action. By:
- Making safety visible
- Listening intentionally to patient voices
- Supporting and empowering staff
Healthcare organizations can rebuild trust, protect their workforce, and improve outcomes for the communities they serve.
Want to explore these strategies further?
Healthcare leaders continue to share best practices and real-world lessons learned. Ongoing dialogue, data-driven tools, and frontline engagement remain essential as care delivery evolves.
