Patient Communication and Scheduling Patterns During COVID-19

As COVID-19 hit healthcare, every healthcare organization’s patient communication and scheduling strategy was blown to smithereens.  You know this if you work in healthcare marketing or are a practice manager at a clinic.  It’s pretty crazy how everything we’d known and done for our careers just blew up into something new.  As we cobbled together the right communication and scheduling strategy, I’m sure it felt like trying to fix a boat as it was slowly sinking for many healthcare organizations.

To dive into what patterns healthcare organizations are seeing with patients as we work through COVID-19 and to share some lessons learned, we sat down with Sarah Bennight, Director, Marketing at Stericycle Communication Solutions.  Stericycle is on the front lines of this as they provide a mix of live voice, automated patient communication, and patient self scheduling solutions to healthcare institutions.

Along with discussing the impacts of COVID-19 on healthcare organizations, Bennight also shares what she thinks some of the costs of delayed care are going to be.  Plus, she provides a great insight on the need to overcommunicate during challenging times even though many organizations often react by under communicating.  Then, we ask Sarah to share what she thinks the new virtual waiting room will look like.

If you work in patient communication or scheduling, you’ll enjoy this interview:

Learn more about Stericycle Communication Solutions:

This article is part of the #HealthIT100in100.

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About the author

John Lynn

John Lynn

John Lynn is the Founder of, a network of leading Healthcare IT resources. The flagship blog, Healthcare IT Today, contains over 13,000 articles with over half of the articles written by John. These EMR and Healthcare IT related articles have been viewed over 20 million times.

John manages Healthcare IT Central, the leading career Health IT job board. He also organizes the first of its kind conference and community focused on healthcare marketing, Healthcare and IT Marketing Conference, and a healthcare IT conference,, focused on practical healthcare IT innovation. John is an advisor to multiple healthcare IT companies. John is highly involved in social media, and in addition to his blogs can be found on Twitter: @techguy.