Behavioral health providers come in many forms, serving diverse populations with unique needs. Yet during the COVID-19 crisis, all providers share the same challenge: protecting patients and staff from infection while still delivering essential behavioral health services. The unprecedented pandemic forced organizations to adopt new procedures, rethink their operations, and prepare for potential outbreaks with a not-if-but-when mindset. Experts from the Joint Commission, the nonprofit that accredits health care organizations nationwide, have outlined practical preparedness steps for behavioral health facilities to keep both patients and staff safe. Communication, cleaning, and physical distancing stand out as key strategies for navigating care during the pandemic.
The Importance Of Over-Communication
One of the first and most important steps in guiding patients through care during COVID-19 is communication. Providers needed to set clear expectations for patients, staff, and families. That meant calling patients before appointments to explain new protocols, such as mask requirements, screening procedures, or altered waiting room arrangements. Clear communication reassured patients that safety was the top priority and reduced confusion when changes were implemented.
Signage inside and outside facilities also became critical. Posting visible instructions helped patients and visitors understand the steps being taken to reduce risk and reminded staff of consistent procedures. This level of transparency helped build trust during an anxious time.
Providers also had to rethink how services were delivered. Telehealth quickly became a vital tool to reduce in-person contact. Patients were often screened by phone before entering a facility, which allowed providers to identify anyone with symptoms or potential exposure before they reached the waiting room. Still, telehealth was not appropriate for everyone. Patients at high risk for relapse or decompensation sometimes required in-person visits. This meant providers had to balance safety with clinical necessity, using telehealth for some while prioritizing direct care for others.
Another strategy involved increasing case management and making patients aware of local and national hotline resources. Because the pandemic brought heightened stress, isolation, and uncertainty, these support options were especially important for patients who might not always be able to reach their providers.
Cleaning And Disinfecting With Care
Infection prevention was another major priority for behavioral health providers. While most people understood the importance of hand hygiene and surface disinfecting, experts stressed that cleaning needed to happen before disinfecting to be effective. Organic matter, like dirt or residue, could inactivate disinfectants and reduce their ability to kill the virus.
Providers were encouraged to clean and then disinfect high-touch surfaces, furniture, and dishware as frequently as possible. Simple products were often enough. Alcohol solutions with at least 70% alcohol worked effectively against COVID-19, while diluted bleach solutions provided an affordable alternative. For example, mixing ⅓ cup of bleach with one gallon of water or 4 teaspoons of bleach with one quart of water created a reliable disinfectant. Solutions left uncovered needed to be replaced daily, while those stored in sealed containers could last a week.
Porous surfaces like fabric or carpet required regular cleaning, though experts emphasized that these were not considered major sources of transmission. Laundry practices, however, needed extra caution. Staff were advised not to shake laundry to avoid dispersing particles into the air and to disinfect laundry stations regularly.
Facilities also had to stock up on essential supplies such as masks, tissues, soap, and hand sanitizer so that both staff and patients could follow precautions. Shortages during the early months of the pandemic created challenges, but resourcefulness and preparation helped providers stay equipped.
Promoting Physical, Not Social Distancing
The Joint Commission recommended shifting the language from social distancing to physical distancing. The distinction highlighted that while people needed to remain physically apart, maintaining social and emotional connection was still essential—especially for behavioral health patients who often relied heavily on therapeutic relationships.
For outpatient settings, physical distancing meant asking patients to wait in cars or outside rather than in crowded waiting rooms, limiting the number of people allowed inside at a time, and adopting telehealth whenever possible. These measures reduced risk while still allowing care to continue.
In inpatient facilities, the challenges were greater. Patients often lived, ate, and slept in shared environments. To reduce risk, facilities rearranged sleeping quarters, spaced out dining areas, and restricted visitation. Creative food service solutions, such as pre-packaged grab-and-go meals or delivered trays, helped minimize crowding during meals.
Experts also encouraged providers to seek feedback from patients, who sometimes offered innovative suggestions for staying connected while remaining safe. This collaborative approach gave patients a sense of empowerment during a time when they may have felt powerless.
Preparing For Potential Outbreaks
No matter how careful providers were, the possibility of a COVID-19 outbreak in a facility remained real. That’s why experts stressed the importance of proactive planning. Providers were urged to contact local public health departments before problems arose. These agencies could provide guidance, help assess risk, and share accurate information with staff and patients.
Having an outbreak response plan in place helped reduce panic and confusion if cases emerged. It also gave staff confidence that leadership was prepared to handle emergencies. Plans typically included clear reporting procedures, designated isolation areas, staffing contingencies, and communication strategies for families and the public.
Supporting Staff During The Crisis
While much of the focus was on protecting patients, supporting staff was equally important. Behavioral health professionals faced high stress levels during the pandemic, balancing their personal concerns with the demands of patient care. Facilities that encouraged staff to stay home when sick, provided mental health support, and emphasized self-care contributed to a safer and healthier work environment.
Daily screenings for employees, including temperature checks and symptom forms, became standard in many facilities. Clear sick-leave policies reassured staff that they would not be penalized for reporting symptoms or potential exposures. This culture of safety reduced the risk of workplace transmission and reinforced a sense of shared responsibility.
Building Resilience For The Future
The COVID-19 pandemic revealed vulnerabilities in behavioral health care but also highlighted the resilience of providers and patients alike. By adopting new technologies, embracing proactive cleaning practices, and prioritizing physical distancing while maintaining social connection, facilities were able to adapt quickly.
Many of these practices will likely remain relevant beyond the pandemic. Telehealth, for example, proved to be a valuable tool for expanding access and may continue to play a larger role in behavioral health care delivery. Similarly, heightened awareness of infection control and emergency preparedness has strengthened the ability of providers to respond to future crises.
Conclusion
The COVID-19 crisis challenged behavioral health providers to rethink nearly every aspect of their operations. Through clear communication, diligent cleaning practices, physical distancing strategies, and proactive planning, providers were able to protect patients and staff while continuing to deliver critical behavioral health services. The lessons learned during this time have not only guided providers through an unprecedented public health emergency but have also built a foundation for more resilient, adaptable, and patient-centered care in the future.
