Harvard Business Review April 3, 2020
Kelley A. Wittbold , Colleen Carroll , Marco Iansiti , Haipeng Mark Zhang and Adam B. Landman

On Monday March 9, in an effort to address soaring patient demand in Boston, Partners HealthCare went live with a hotline for patients, clinicians, and anyone else with questions and concerns about Covid-19. The goals are to identify and reassure the people who do not need additional care (the vast majority of callers), to direct people with less serious symptoms to relevant information and virtual care options, and to direct the smaller number of high-risk and higher-acuity patients to the most appropriate resources, including testing sites, newly created respiratory illness clinics, or in certain cases, emergency departments. As the hotline became overwhelmed, the average wait time peaked at 30 minutes. Many callers gave up before they could speak with the...

Today's Sponsors

LEK
ZeOmega

Today's Sponsor

LEK

 
Topics: AI (Artificial Intelligence), Health System / Hospital, Healthcare System, Provider, Technology, Trends
Physician Compensation Continues To Decline, Despite A Dire Shortage
340B profit exceeds charity care spending for 85% of disproportionate share hospitals: Report
Ascension continues selling spree
AI expertise gets more expensive as hospitals bulk up
The Advantages, Challenges, and Costs of Healthcare at Home Services

Share This Article