Lifespan activates Coastal Medical to step up to the COVID surge crisis

Photo: Lifespan website

Coastal Medical, part of Lifespan, has made some significant changes in response to the problem with the hospital surge at Lifespan hospitals, the crunch in staffing, and the crisis happening in emergency departments throughout the state. Coastal Medical is a nationally recognized primary care practice with 20 locations in Rhode Island and 125 clinicians, including physicians, pharmacists, advanced care nurses, physician assistants, and technologists.

It is estimated Coastal Medical could serve as many as 120,000 Rhode Islanders.

Often, people who go to an emergency room do so at the direction of their doctors, who either can’t fit them into an emergency appointment, or the situation occurs at night and the callback comes with instructions to “go to the emergency room if you feel you need to”. Changing the standard way of doing things for 120,000 Rhode Islanders is expected to have a significant impact on all hospital systems, especially if the efforts expand. One suggestion has been to have a few hours a day for “sick visits” at all 20 locations – and setting a model for other physician groups to follow.

Coastal’s patient portal allows patients to leave a message for their physician and messages are returned within a few hours, during business hours, in most cases. The portal also allows full medical records such as test results over time to be visible – so, showing up in an emergency room with that information can be helpful. If surgery or a procedure is indicated, many times the hospital will repeat those tests, and a real-time sharing of patient portals from medical systems, across hospital systems, is a much needed priority that could help eliminate test duplication. Sharing portal information now can have a patient pulling it up on their phones with doctors reading it off that method – not ideal – and poised for change. Same goes for testing sites such as MRI and CT scan locations, where actual results in an emergency can be inaccessible.

We asked for comment from Coastal’s marketing director, but have not yet received a response.

Just before the long weekend, Coastal Medical sent this email to their patients:

Dear Patients,

While the nature of the COVID-19 virus is ever-changing, Coastal’s commitment to delivering high-quality care when and how patients need it remains the same. Last week, we shared that we were working to increase the availability of sick visits due to the recent COVID-19 surge in our local communities. Today, we have additional updates and recommendations to help make your experience with Coastal as pleasant as possible.

They then outlined five updates and recommendations during the COVID-19 surge

1. Offer Sick Appointments on Martin Luther King Jr. Day

To address the increase in COVID-19 cases, instead of closing on Martin Luther King Jr. Day (Monday, January 17), all of Coastal’s practices had a small team of providers available to allow patients to be seen for sick appointments only. Patients were told to contact their practice office to reach an on-call provider or to contact the Coastal365 adult sick clinic to schedule an appointment.

2. Virtual COVID-19 Information Sessions (starting 1/19)

Starting TODAY, January 19, Coastal Medical will be holding live online Zoom sessions where Coastal physicians, nurses, and clinical pharmacists will address frequently asked COVID-19 questions and answer patient questions about COVID-19. As far as we know, these sessions are open to the public.

The following topics will typically be covered in these sessions:

• What to do if you are exposed to COVID-19 and need to quarantine
• How to manage COVID-19 at home and isolation precautions
• COVID-19 testing questions
• Current CDC recommendations for COVID-19 vaccinations and boosters
• Current COVID-19 available treatments and eligibility
• How to use a home pulse oximeter and remote patient monitoring technology

Click here to register for a COVID-19 Information Session

Session Dates and Times:

Wednesday, Jan. 19, 2022  |  1-2 p.m. |  Register

Friday, Jan. 21, 2022  |  1-2 p.m. |  Register

Tuesday, Jan. 25, 2022  |  1-2 p.m. |  Register

Thursday, Jan. 27, 2022  |  1-2 p.m. |  Register

Tuesday, Feb. 1, 2022  |  1-2 p.m. |  Register

Thursday, Feb. 3, 2022  |  1-2 p.m. |  Register

3. Laboratory Availability (always check our website before going)

Due to the unpredictability of COVID-19 and the way it is currently impacting staffing, Coastal has been forced to make changes to our laboratory availability and hours (often on short notice and on a day-to-day basis). We anticipate most changes will be temporary as we are actively working to add phlebotomists to the Coastal team.

In the meantime, before traveling to any Coastal labs, please always check our website to view availability/hours: www.coastalmedical.com/laboratory-services

If you are planning to visit a non-Coastal laboratory (including Lifespan labs), please note that you will need a lab slip. Simply notify your Coastal primary care office and we will be happy to give you a slip to receive lab services elsewhere.

We understand how important Coastal’s laboratory services are to our patients. Please know that we are doing everything we can to return to full access. We truly appreciate your patience and understanding as we all navigate through this challenging stretch of time together.

4. Best Times/Ways to Contact Your Provider’s Office

Coastal’s call volume has always been the highest on Mondays. However, due to patient questions arising in response to the COVID-19 outbreak, our call volume has been exceptionally high. The best times to call our offices and reduce your wait are typically Tuesday through Friday between 2pm and 4pm.

However, the Patient Portal remains the best option to communicate with your practice for common requests, such as prescription refills, referrals, questions for your care team, lab or imaging results, or important forms (FMLA, TDI, etc.). 

Members of your Coastal care team will respond to your portal messages to ensure your needs are being met. 

The Patient Portal is always accessible. Using the portal allows you to avoid waiting on hold or playing phone tag. It is the best way to submit non-urgent questions or messages quickly.

5. Resources When You’re Sick with COVID-19

We understand that COVID-19 information and guidelines are changing rapidly and it can be overwhelming to find reliable, timely resources, especially when you are sick with the virus.
That is why we have gathered a list of helpful resources below to assist you or a loved one to prepare accordingly. Of course, you can always contact your primary care office or Coastal365 adult sick visit clinic to receive care when you are sick.
COVID-19 Self-Management After testing positive for COVID-19, you may have questions such as:

• How long do I need to isolate?
• How do I monitor my symptoms at home?
• How can I manage my symptoms at home?

Based on the most recent guidance, we have answered all of these questions (and more) in the link below.
Read answers to frequently asked questions about COVID-19 management

Pulse Oximeters A pulse oximeter is a great tool to add to your first aid kit at home. It is particularly helpful to have a pulse oximeter when you are sick with COVID-19 because you can monitor your levels from home. Your primary care provider may also ask you to check your oxygen levels during telemedicine visits if you contracted COVID-19.
Learn how to monitor your oxygen levels at home with a pulse oximeter

Over-the-Counter Medications COVID-19 can present many different symptoms that would be similar to a cold or a flu, such as cough, body aches and fever. The over-the-counter medication list below provides a number of options to help adults (18+ years of age) relieve common symptoms of COVID-19. Please always consult your primary care provider with any questions before taking medications.
View over-the-counter medications for common COVID-19 symptoms(for adults)

For additional information and resources regarding what to do if you are sick with or exposed to COVID-19, please visit the Rhode Island Department of Health’s website.

About Coastal Medical

Exceptional Care for Patients. Exceptional Careers for Physicians

Coastal supports the three-part aim of better care, better health, and lower cost and earned an average Medicare Shared Savings Program Accountable Care Organization quality score of 97.5% (2013-2017).  Coastal is committed to providing outstanding care to its patients by offering 365-day access to sick visits, developing chronic care management programs for its sickest patients, and building care teams that support its providers in delivering high-quality care.

Within Coastal, we foster a culture of teamwork, innovation, and shared learning that inspires every employee to continuously improve the care we provide and the services we offer to patients.

In addition to primary care, Coastal Medical offers cardiology, pulmonology, behavioral health, and musculoskeletal health services. Coastal also provides laboratory and imaging services to Coastal patients and the community.