When the COVID-19 pandemic began to spread over the globe at the beginning of 2020, New York was North America’s pandemic epicenter. Especially in these early days, healthcare workers faced enormous pressure as they had to work in a hazardous environment, worried about their families and friends, and there was limited knowledge about transmissions as well as shortages of supplies. Many physicians, nurses and other healthcare staff had to switch from their usual tasks to the care of patients with COVID-19, which meant many other services such as regular exams and screenings were often delayed for patients.
Zwanger-Pesiri, New York’s leading radiology chain, decided to keep their doors open for patients because in the words of Chief Operating Officer Bob Day: “Firefighters don’t run from fire”.
This paper looks at the decision Zwanger-Pesiri made to remain open, always under the premise of protecting their patients and their staff, and shows how successful crisis management can look like for healthcare facilities in times of a crisis like COVID-19.
Key takeaways from the paper
In the early days of the pandemic, Zwanger-Pesiri decided to keep their doors open for patients and continue their services. Five basic rules steered Bob Day and the staff at Zwanger-Pesiri through this challenge:
- Communicate
- Be transparent
- Protect
- Learn as you go
- Celebrate results and achievements
The application of these five principles has guided Zwanger -Pesiri through the first wave of the COVID-19 pandemic, while also helping them to deliver high-value care to their patients.
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