Due to the overwhelming volume of requests being received for coronavirus patient information messages, Holdcom has prepared a package of pre-recorded professional messages that have educational and safety information that may be implemented at no cost for any facility in need. The message content is based on official CDC guidance with up-to-date details and action steps that callers and patients are advised to follow.
Coronavirus Preparedness Messages
- The CDC recommendations for healthcare facility preparedness specify that automated telephone system tools should utilized effectively
- Using automated call routing and IVR systems are recommended by the CDC for emergency and public crises response – a workbook of best practices is provided on their site (PDF link)
- There is a complete checklist for healthcare communicators with an overview of information for public health, and best practices for planning COVID-19 response
Access free coronavirus audio message package
Should I come in to a facility?
What symptoms does coronavirus present?
Who is at risk?
Should I come in to a facility?
Call your healthcare provider and tell them that you have or may have COVID-19. This will help the healthcare provider’s office take steps to keep other people from getting infected or exposed.
Ask your healthcare provider to call the local or state health department. Persons who are placed under active monitoring or facilitated self-monitoring should follow instructions provided by their local health department or occupational health professionals, as appropriate. When working with your local health department, check their available hours. If you have a medical emergency and need to call 911, notify the dispatch personnel that you have, or are being evaluated for COVID-19. If you are advised to self-transport to a facility, try, if possible, to wear a face mask to minimize potential spread to others. If you are advised to call, wait for emergency services, try to affix a face mask before they arrive.
Should I go to a facility?
What symptoms does coronavirus present?
Signs and symptoms of COVID-19 may appear two to 14 days after exposure and can include:
- Fever
- Cough
- Shortness of breath or difficulty breathing
The severity of COVID-19 symptoms can range from very mild to severe. People who are older or have existing medical conditions, such as heart disease, may be at higher risk of serious illness. This is similar to what is seen with other respiratory illnesses, such as influenza.
What Symptoms Present?
Who is at risk?
Early information from heavily impacted areas indicates that some people are at higher risk of getting very sick from this illness. This includes:
- Older adults
- People who have serious chronic medical conditions like:
- Heart disease
- Diabetes
- Lung disease
Who is at Risk?
Q & A Messaging
Keep the public informed. Minimize the amount of necessary interactions your callers, readers and patients need while keeping them up to date with instructions and best practices. The Center for Disease Control has provided guidance for facilities and health departments encouraging effective use of telephone systems to deliver messages to incoming callers about when to seek medical care, when patients should seek emergency care, and what treatment steps suspected cases can take remotely.
Auto-attendant
Action steps
Telehealth
General COVID-19 Information
Auto-attendant
Thank you for calling ______ Hospital.
The hospital is experiencing heavier than normal call volume due to the COVID-19 Coronavirus outbreak. Please listen to the following instructions carefully.
If you have a medical emergency, please call 911.
This line is for non-emergencies only.
If you have NO Coronavirus symptoms but are seeking testing, please don’t visit the emergency room and expose yourself to others who are sick. The hospital emergency room can only screen for COVID-19 Coronavirus as medically necessary.
If you are sick, if you have a fever and cough, please call ahead to your primary care physician or, if you don’t have a primary care physician, call ahead to your local urgent care center.
At this time, our visiting policies have been amended as follows:
-Visitors are limited to two per patient at one time, and one per patient at a time in the Emergency Room.
-No visitors under 15 are permitted.
– Maternity visiting is limited to two healthy visitors at a time, who must be partners or grandparents. Siblings are not permitted.
– If you, or others with you, are sick or have a fever, cough, or sore throat, please don’t visit. Our visiting policies are posted online at “www dot ___dot org.”
For additional information, you may also consult the hospital’s web site at ‘dot org slash,’ or the CDC web site at ‘www dot cdc dot gov’
For Billing press #
COVID-19 Auto Attendant Message
Action steps
The steps to protect yourself from COVID-19 are generally the same as those for flu prevention:
-Wash your hands frequently with soap and water for at least 20 seconds, or with an alcohol-based hand sanitizer if soap and water are not available.
-Cover your coughs and sneezes with a tissue or your sleeve (not your hands).
-Avoid touching your eyes, nose, and mouth.
-Avoid close contact with people who are sick.
-Stay home if you are sick, restricting activities outside your home, except for seeking medical care.
-Clean and disinfect frequently touched objects and surfaces using a household cleaning spray or wipes.
Action Steps Message
Telehealth
If you suspect you’ve been exposed to Coronavirus, or are experiencing flu-like symptoms, you can now have a video visit with a board-certified physician within 15 minutes without leaving home—reducing further exposure to illness.
Visit ‘Hospital #telemedicine dot com.’ to access our telemedicine feature
Telehealth Message
General COVID-19 Information
Thank you for calling. We are concerned about our patients’ welfare in regard to the Coronavirus or COVID-19 and would like to prevent further transmission of the virus in our community. If you have respiratory symptoms such as coughing or difficulty breathing, call ahead so that we can take precautions to avoid the potential spread of germs during your appointment. If you develop life-threatening conditions such as severe shortness of breath, changes in mental status, severe dehydration, or other complications, hang up and 911 immediately or visit your nearest Emergency Department.
For more general information on COVID-19, please speak with a healthcare provider when they return to the line or visit the Centers for Disease Control’s website at: “C D C dot gov slash Coronavirus.
General Information - Male
Telephone Triage
As potential cases and public concern spike, use your phone system’s auto-attendant and automated caller distribution tooling as efficiently as possible to triage callers. Some suggested pre-call messages and inserts with cornavirus specific messaging are provided.
Important Hospital COVID 19-specific Instructions (short)
Important Hospital COVID 19-specific Instructions (long)
COVID General Info and Best Practices (short)
COVID General Info and Best Practices (long)
Important Hospital COVID 19-specific Instructions (short)
(1) (music)
Thank you for calling ______ Hospital.
The hospital is experiencing heavier than normal call volume due to the COVID-19 Coronavirus outbreak.
If you have a medical emergency, please call 911.
This line is for non-emergencies only.
If you have NO Coronavirus symptoms but are seeking testing, please don’t visit the emergency room and expose yourself to others who are sick. The hospital emergency room can only screen for COVID-19 Coronavirus as medically necessary.
If you are sick, if you have a fever and cough, please call ahead to your primary care physician or, if you don’t have a primary care physician, call ahead to your local urgent care center. Your physician or urgent care center can advise you as to what steps to take.
The best way to protect yourself and your family from infection is to practice good hygiene. Wash your hands with soap and water frequently, sneeze into a tissue or your arm, stay home if you don’t feel well, and avoid others who are sick.
For additional information, you may also consult the hospital’s web site at ‘dot org slash,’ or the CDC web site at ‘www dot cdc dot gov’
COVID-19 Hold Blurbs Aleta
Important Hospital COVID 19-specific Instructions (long)
(2) {music}
During this Coronavirus emergency, our visiting policies have been amended. Visitors are limited to two per patient at one time, and one per patient at a time in the Emergency Room. No visitors under 15 are permitted.
Maternity visiting is limited to two healthy visitors at a time, who must be partners or grandparents. Siblings are not permitted.
If you, or others with you, are sick or have a fever, cough, or sore throat, please don’t visit. Our visiting policies are posted online at “www dot ___dot org.”
COVID General Info and Best Practices (short)
The newly identified coronavirus, known as COVID-19, was first recognized in Wuhan, China, in early December 2019 and has spread throughout the world. While COVID-19 has been widely covered in the news media and the number of cases has grown substantially, respiratory symptoms such as fever, cough, or difficulty breathing are much more likely to be caused by a seasonal illness like the flu, rather than COVID-19. The steps to protect yourself from COVID-19 are generally the same as those for flu prevention:
-Wash your hands frequently with soap and water for at least 20 seconds, or with an alcohol-based hand sanitizer if soap and water are not available.
-Cover your coughs and sneezes with a tissue or your sleeve (not your hands).
-Avoid touching your eyes, nose, and mouth.
-Avoid close contact with people who are sick.
-Stay home if you are sick, restricting activities outside your home, except for seeking medical care.
-Clean and disinfect frequently touched objects and surfaces using a household cleaning spray or wipes.
If you have respiratory symptoms such as coughing or difficulty breathing, call ahead to your healthcare provider so they can take precautions to avoid the potential spread of germs during your appointment. If you develop life-threatening conditions such as severe shortness of breath, changes in mental status, severe dehydration, or other complications, contact 911 immediately.
COVID-19 Hold Message 2 - Tony
COVID General Info and Best Practices (long)
The newly identified coronavirus, known as COVID-19, was first recognized in Wuhan, China, in early December 2019 and has spread throughout the world. While COVID-19 has been widely covered in the news media and the number of cases has grown substantially, respiratory symptoms such as fever, cough, or difficulty breathing are much more likely to be caused by a seasonal illness like the flu, rather than COVID-19. The steps to protect yourself from COVID-19 are generally the same as those for flu prevention:
-Wash your hands frequently with soap and water for at least 20 seconds, or with an alcohol-based hand sanitizer if soap and water are not available.
-Cover your coughs and sneezes with a tissue or your sleeve (not your hands).
-Avoid touching your eyes, nose, and mouth.
-Avoid close contact with people who are sick.
-Stay home if you are sick, restricting activities outside your home, except for seeking medical care.
-Clean and disinfect frequently touched objects and surfaces using a household cleaning spray or wipes.
-“The Centers for Disease Control and Prevention” does not recommend that people who are well wear a face mask to protect themselves from respiratory illnesses, including the flu and COVID-19. Face masks should be used only by people who show symptoms of these diseases to help prevent the spread of the disease to others.
If you are at higher risk for serious illness from COVID-19 because you are an older adult or because you have a serious long-term health problem such as heart disease, diabetes or lung disease, it is extra important for you to take actions to reduce your risk of getting sick with the disease.
If you think you may have come into contact with a person who has recently traveled to a country with a COVID-19 outbreak, and you have respiratory symptoms such as coughing or difficulty breathing, call ahead to your healthcare provider so they can take precautions to avoid the potential spread of germs during your appointment. If possible, wear a face mask on the way to your appointment to help prevent the spread of germs. If you develop life-threatening conditions such as severe shortness of breath, changes in mental status, severe dehydration, or other complications, contact 911 immediately.
COVID-19 Hold Message 2 - Christine
Hold Queue Triage
With elevated caller volume, healthcare facing call centers and information desks will likely see extended caller queue times. Adding relevant coronavirus informational messaging could keep callers pre-informed with accurate information and action steps.