当Covid-19从3月份开始在美国迅速传播时,大多数医院系统都根据美国外科医生学院的建议停止进行选修手术。尽管该指南很重要,因为它旨在最大程度地减少对病毒的接触并重新分配医院资源来打击新颖的冠状病毒的传播,但许多患者推迟了寻求护理,包括心脏病发作等紧急情况。
Unfortunately, a surge in chronic care needs after world-changing events isn’t a new phenomenon. In the wake of the 2008 recession, a Kaiser Health Tracking poll found that nearly 60% of adults had put off needed medical care because of the cost, while another 30% said that someone in their household or family had struggled to pay a medical bill.
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There are also similar stories in the aftermath of Hurricane Sandy in 2012, as patient’s deferred preventive care in order to deal with the impact of the storm.
As the vaccine regime ramps up, the restrictions ease, and the public becomes more comfortable seeking care for non-Covid healthcare needs, healthcare providers can expect an increase in chronic care visits. And while the medical community prepares to deal with the post-Covid wave of “catch up” chronic care, there will be a critical need for empathy for a patient population who has suffered not only physically, but also mentally and emotionally due to high levels of stress and anxiety resulting from the fallout of the pandemic.
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想象一下,患有慢性病等慢性病患者,例如心血管疾病或糖尿病,并且由于与联邦相关的护理推迟以及您的财务资源和获得护理的机会,您的健康状况恶化了。在大流行期间的三个月内,失业率增长要比在大萧条的两年中多,而且超过1600万美国人失业,这意味着许多人不再获得稳定的收入或雇主赞助的健康保险。
意外的失业以及失去亲人的丧失,取消里程碑事件并长期与社交圈子的隔离,将继续造成损失,医疗保健提供者需要确保他们采取同理心以上的护理方法,以便患者可以使患者能够接受。在身体和情感上恢复 - 不仅在服务点,而且在整个患者旅程中。
除了人类的同情心,我们也看到了new “digital compassion” emerging as healthcare providers work to support patients in need during this uncertain time. Showing this kind of compassion has become easier as technology becomes more advanced and patient-centric in response to the pandemic; this includes approaches like flexible payment plan options and temporarily extended billing cycles, which can help patients that may be out of work or need to prioritize other living expenses.
例如,将计费周期从120天延长至150天,对某些人来说可能会产生很大的影响,从而减少了发送到收藏品的帐户,总体而言,更好的患者体验。
尽管数字印象在医疗保健方面甚至是流行病学,但我们最近的消费者调查发现,数字体验现在更加重要。易于使用和灵活的数字解决方案可以帮助患者应对返回医疗保健例程时可能面临的任何财务负担,同时还可以最大程度地减少对Covid-19的潜在接触。
Patient engagement platforms that are specifically designed to improve the patient experience can not only help patients meet any financial obligations they may face when returning to their healthcare routines but can do so in a way that provides them with the same customer experience they are used to in other aspects of their lives — whether it’s online shopping or paying a credit card bill.
紧张的患者不仅能够在约会之前在线填写文书工作和保险信息,这是多么宽慰(和,只需要一次而不是多次执行此操作),但也能够在其智能手机上支付其共同付款或安排定制的付款计划。投资富有同情心的以患者为中心的医疗保健经验不仅会帮助消费者 - 提供者也将受益。
Covid-19在我们一生中没有像患者和医疗保健组织一样感到巨大的压力,使医疗保健系统紧张。但这也加速了虚拟护理以及更全面和富有同情心的患者参与方案的长期悠久的途径。当我们通过这种“新常态”找到自己的道路时,有一个真正的机会和紧迫性 - 在患者旅程的每个阶段都结合了同理心。在这样做的过程中,通过优先考虑整个护理过程中的患者经验,我们的患者以及我们的卫生系统都可以更健康。