October 27, 2020

Vizient Releases Perspectives from Patient and Families on Accessing Care During Pandemic

IRVING, Texas (BUSINESS WIRE), October 27, 2020 – Vizient, Inc, and its subsidiary company Sg2, today released an updated summary of its findings from a series of activities with patient and family advisors (PFAs) conducted in May, July and September. The summary, “Connecting With Patients During COVID-19: Perspectives on Safety” includes their perspectives on the safety of health care services, specifically elective procedures, and how they will make decisions in the “new normal.”

“Not surprisingly, the biggest concern of patients and families continues to be catching COVID-19 while accessing care. Because of this nervousness, health care consumers may not behave the way we expect. They might say one thing but do another – or more specifically, they might say ‘yes, I feel safe accessing care’ yet they will not actually seek care,” said Kellie Goodson, MS, CPXP, director, performance improvement networks for Vizient. “The latest survey findings demonstrate the important, trusted role that physicians play as patients return to care.”

PFAs are patients and family members who have received care at health care organizations and who partner with them to improve health care quality, safety and the patient experience. Health care administrators, clinicians and staff engage PFAs through Patient and Family Advisory Councils (PFACs). By engaging PFAs/PFACs, providers can effectively integrate patient and family feedback into strategic planning aimed at the safety of health care service delivery.

Vizient invited PFAs from across the country to participate in a webinar and two surveys to provide their thoughts regarding health care delivery preferences in relation to the COVID-19 pandemic. The most recent survey, conducted in September, had more than 120 PFA participants with 88% from urban/suburban locations and 12% from small/rural areas. The findings noted that the biggest concern for patients and families seeking health care continues to be contracting the virus. Other insights include:

  • Patients and families feel safest visiting their doctor’s office versus the ED, urgent care, and retail care settings
  • Telehealth is the preferred method of receiving care, but not from new providers – patients and families want their existing doctor to provide these services
  • For patients and families to feel safe receiving in-person preventive screenings (e.g., mammography, colonoscopy), they want to hear directly from their current doctor about it

“By connecting with PFAs/PFACs during the COVID-19 pandemic, Vizient has learned that open, honest and frequent communication will be required to build trust with patients and families and, honoring the relationship between a patient and their doctor may accelerate the utilization of elective health care services,” said Goodson.

About Vizient, Inc.

Vizient, Inc. provides solutions and services that improve the delivery of high-value care by aligning cost, quality and market performance for more than 50% of the nation’s acute care providers, which includes 95% of the nation’s academic medical centers, and more than 20% of ambulatory providers. Vizient provides expertise, analytics and advisory services, as well as a contract portfolio that represents more than $100 billion in annual purchasing volume, to improve patient outcomes and lower costs. Vizient has earned a World’s Most Ethical Company designation from the Ethisphere Institute every year since its inception. Headquartered in Irving, Texas, Vizient has offices throughout the United States. Learn more at www.vizientinc.com.


Angie Boliver
(972) 830-7961

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