Behavioral health providers come in all shapes and sizes, with models that vary widely depending on the populations they serve. Yet during the COVID-19 pandemic, everyone in the field faced the same urgent challenge: how to protect patients and staff from the virus while still ensuring that individuals received the essential mental health and addiction services they needed.
The pandemic created new complexities for providers. It required not only procedural changes but also a proactive mindset that assumed outbreaks were inevitable rather than hypothetical. Experts at the Joint Commission, a nonprofit that accredits health care organizations nationwide, emphasized that clear communication, rigorous cleaning, and physical distancing would all play vital roles in protecting both patients and staff.
Communicate Early And Often
The first step for behavioral health providers during COVID-19 was over-communication. Patients needed to understand how their care experience would change, and providers were tasked with keeping them informed at every stage.
This meant calling patients before appointments to explain safety protocols, new procedures, and the rationale behind them. Posting clear signage inside and outside facilities also helped to reinforce these updates. Communication extended beyond the practical; it also reassured patients that their providers were actively working to keep them safe.
In many cases, providers had to adjust how care was delivered. Telehealth became a critical tool, allowing clinicians to screen patients before they entered waiting rooms and provide treatment remotely when appropriate. Still, telehealth was not a one-size-fits-all solution. Some patients, particularly those at higher risk of relapse or decompensation, required in-person visits despite the risks.
Providers were encouraged to prioritize these higher-need patients while offering telehealth and phone-based sessions to others. Expanding case management services and promoting national and local hotline resources also became part of the communication strategy, ensuring patients had access to help even when face-to-face services were limited.
Implement Rigorous Cleaning And Disinfection
Infection prevention quickly became central to behavioral health facility operations. Sylvia Garcia-Houchins, director of infection prevention and control at the Joint Commission’s division of health care improvement, provided guidance for maintaining safe environments.
She stressed that surfaces must be cleaned before they are disinfected. Dirt and organic matter can inactivate disinfectants, rendering them ineffective. Providers were advised to adopt more thorough cleaning routines, ensuring that high-touch areas and shared items like dishware were addressed frequently.
Everyday products were sufficient if used correctly. Alcohol-based solutions with at least 70% alcohol proved effective against COVID-19. For those unable to find commercial disinfectants, homemade solutions could be made with bleach: ⅓ cup per gallon of water, or 4 teaspoons per quart. Uncovered bleach solutions should be discarded daily, while those stored in sealed containers should be replaced weekly.
Porous surfaces, while less likely to transmit the virus, still required regular cleaning. Facilities with laundry services needed to take precautions by avoiding shaking laundry, disinfecting stations, and ensuring staff had protective equipment.
Equally important was access to supplies. Providers needed to stock masks, tissues, and hand hygiene products so staff and patients alike could follow precautions effectively.
Promote Physical Distancing, Not Social Distancing
The term “social distancing” became common during the pandemic, but behavioral health professionals emphasized the importance of distinguishing between social and physical distance. Maintaining meaningful social connections was essential for patients’ mental well-being, even if physical space had to be enforced.
For outpatient facilities, physical distancing meant rethinking waiting rooms. Many providers asked patients to wait in cars or outside until called, while others limited the number of people allowed inside at once. Telehealth appointments, when possible, also reduced in-person contact.
Inpatient facilities faced different challenges. Sleeping arrangements, dining spaces, and group therapy sessions all had to be restructured. Limiting visitation or shifting to virtual visits became necessary, though difficult, steps.
Creative adjustments helped reduce risk. Pre-packaged meals, grab-and-go options, or staggered dining schedules minimized crowding in communal areas. Garcia-Houchins recommended seeking patient input on these adjustments, as involving them in the process often yielded practical and innovative solutions.
Prepare For Outbreaks
Even with proactive measures, outbreaks within behavioral health facilities were always a possibility. The Joint Commission stressed the importance of having a clear plan in place and building strong communication channels with local public health departments before issues arose.
If COVID-19 cases occurred in a facility, public health authorities could provide guidance on containment, testing, and communication strategies. Their expertise was invaluable for protecting both patients and staff.
Facilities were urged to act quickly, remain transparent, and keep lines of communication open. Early collaboration helped prevent confusion, misinformation, and unnecessary risks.
Balancing Safety And Care
The pandemic underscored a difficult truth: protecting physical health sometimes meant altering the delivery of behavioral health services in ways that could affect emotional and psychological well-being. Providers had to strike a balance between reducing infection risks and ensuring continuity of care.
This balancing act required flexibility, creativity, and resilience. Telehealth, case management, hotline promotion, and modified in-person visits all played a role in helping patients stay connected to essential services. Meanwhile, enhanced cleaning, careful physical distancing, and outbreak planning protected facilities from becoming hotspots for transmission.
Behavioral health providers were already well-versed in adapting to complex patient needs. The COVID-19 crisis simply required extending that adaptability to a new set of challenges. By combining rigorous infection control with compassionate communication and flexible care delivery, providers were able to continue supporting some of the most vulnerable members of society during an unprecedented public health emergency.
Moving Forward
While COVID-19 created extraordinary challenges, it also accelerated innovation in behavioral health care. Telehealth adoption expanded rapidly, cleaning protocols became more standardized, and physical distancing practices highlighted the importance of patient safety in all aspects of care.
The lessons learned during the pandemic will likely continue to influence behavioral health providers long after COVID-19. The need for preparedness, adaptability, and strong partnerships with patients and public health authorities will remain central to effective care delivery.
Ultimately, the crisis reaffirmed the critical role behavioral health providers play in society. In times of uncertainty and fear, their services become not just important, but essential. By implementing practical preparedness strategies and prioritizing both safety and connection, providers upheld their mission of supporting mental health and recovery even in the most challenging circumstances.
