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A Student Telephone Intervention for Primary Care Patient Safety During the COVID-19 Pandemic
Joanne E Wilkinson1, Garrett Bowen2, Jeanette Gonzalez-Wright2
1Alpert School of Medicine/Brown University, Pawtucket, RI.
Background And Objectives:
During the COVID-19 pandemic, medical students were unable to participate in clinical learning for several weeks. Many primary care patients no-showed to appointments and did not receive care. We implemented a telephone outreach program using medical students to call primary care patients who no-showed to appointments and did not receive care.
Methods:
A brief plan-do-study-act cycle was used to establish protocols and supervision for the phone calls.
Results:
In the first 5 weeks, of 3,274 scheduled patients there were 426 no-shows; 309 received outreach from students. We developed protocols for supervision, routing, and triage.
Conclusion:
It is feasible and educationally valuable to collaborate with students to reach patients who are at home due to the pandemic. Other practices could adapt this tool in similar situations.
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