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Continuity Of Care: The New Normal

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Jessica Shaw

Because of COVID-19, the normal delivery of healthcare services has drastically changed and patient care is suffering at the expense of difficult, but necessary preventive measures such as social distancing and public business closures. While society will eventually revert back to normal, the many changes happening now will forever affect healthcare and we want you to be prepared to adapt and overcome!

As we begin to make this transition together, here are some changes to look out for. 

Remote Working / Tele-Commuting

As many employees are figuring out how to maintain their current workloads while working remotely, businesses will need to develop new policies and practices that accommodate these changes.  See our other blog post that discusses Best Practices for Remote Workers.


While the healthcare industry is working to catch up with technologies that support tele-health, regulators, payors and insurance companies are working to put policies in place that allow for reimbursement of these services. Keep up with the upcoming changes and read our posts Telehealth vs E-visits: CMS Update as well as HHS & CMS Provider Relief

Patient Engagement and Expectations

As providers struggle to maintain continuity of care through flexible hours, settings and communications, patients will come to expect this new flexibility as we move beyond the current pandemic and reach our goals of re-attaining normalcy. Although customer service, responsiveness and engagement are essential components of providing patient care, they have now become an integral part of how medicine and healthcare services are delivered. Additionally, patients are getting a crash course in how to use technology in conjunction with their medical care. With the adoption of these easy to use, convenient digital resources many will still embrace and expect these services to continue once the virus begins to clear up. 

Technology Solutions

Healthcare is becoming increasingly dependent on technology; not only for alternative methods of delivering services but for reimbursements, patient communications and business continuity. (Read Continuity of Communication- The Benefits Of An Omnichannel Network and Business Continuity- Solutions That Protect Your Practice). Healthcare solutions providers will need to evolve their platforms in order to incorporate new technologies that meet patient expectations of engagement as well as streamline the treatment and management of patient care. 


Market and regulatory forces have quickly been pushing payors to accept new, innovative modes and methods of care delivery.  They have successfully pushed back against reimbursement requirements for services such as telehealth, but as regulators look to make healthcare more efficient, these changes will be forced on them. This is good news because it will drive innovation and re-evaluation of current business models.  

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