COVID-19/Vaccine Messages

FREE audio files have been prepared for usage below

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.

• 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.

Access free COVID-19 and Vaccine Audio Messages



Vaccine Info

If you’re calling to find out where to receive the COVID-19 vaccine, we encourage you to visit VaccineFinder.org — a platform that helps people find vaccine providers in their communities. As the COVID-19 vaccine becomes widely available to the public, VaccineFinder will require providers to report the number of vaccines they have in their inventory each day. Providers can also make their locations visible to the public when the vaccine becomes more widely available. For now, the vaccine will be available to a limited number of people through pharmacies and healthcare facilities.

As we’re all aware, COVID-19 continues to be a rapidly evolving situation. In the meantime, we will continue to follow C.D.C. guidelines.

      Vaccine

Things to know in preparation for receiving the COVID-19 vaccine:

  • While some vaccines may require two doses, at least one vaccine in development may require only one dose to be effective.
  • Vaccines will be available based on the prioritization schedule set by the government.
  • The vaccine will be no cost to you through your insurance or a government program for the uninsured.

For further information, contact your primary care physician.

      Vaccine guidelines

In order keep everyone safe during the COVID-19 pandemic, we are following strict protocols that will affect how you come into our office. These protocols will help protect our patients and staff.

  • Only patients with appointments will be allowed to enter the building.
  • Upon entering the building, patients are required to wear a face mask.
  • A member of our staff will immediately record the patient’s temperature.
  • Only essential caregivers will be allowed to join the patient during their visit. Essential caregivers are required to wear a face mask.
  • Drivers or other individuals accompanying the patient will be asked to wait in their vehicles.
      ARRIVAL PROCEDURES

Our practice strictly adheres to the standards for infection-control by wearing personal protective gear, using hospital-grade disinfectants, practicing the latest sterilization protocols, utilizing single-use disposable materials, and more. Every effort we have in place is to ensure the safety of our patients and staff. If you or any member of your household has a cough, fever, and/or flu-like symptoms, please reschedule your appointment.

      INFECTION CONTROL

Any or all of the above informational messages can be ordered as a custom voice prompt recording

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.

Coronavirus Phone Scripts

Thank you for calling.

The hospital is experiencing heavier than normal call volume due to the COVID-19 Coronavirus pandemic. 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 as medically necessary.

If you are sick, and are displaying symptoms such as 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; please visit our hospital’s website for details.

For additional information, you may also consult the hospital’s website or the CDC web site at ‘www.cdc.gov’

      Auto Attendant

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

If you suspect you’ve been exposed to COVID-19, or are experiencing flu-like symptoms, you can now schedule a video visit with a board-certified physician within 15 minutes without leaving home, reducing further exposure to illness.

Visit the telemedicine section of our website.

      VP-3-Telehealth

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

Any or all of the above messages can be ordered as a custom voice prompt recording

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.

Coronavirus Hold Messaging Scripts

(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

Thank you for calling.

The hospital is experiencing heavier than normal call volume due to the COVID-19 Coronavirus pandemic.

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 as medically necessary.

If you are sick, and are displaying symptoms such as 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 or cough into a tissue or your sleeve (not your hand); stay home if you don’t feel well; and avoid others who are sick.

For additional information, you may also consult the hospital’s website or the CDC website at ‘www dot cdc dot gov.’

      MOH-2-ImportantInstructions - NEW

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

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

Any or all of the above paragraphs can be added to existing Message on Hold orders

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.