Every end product must meet and exceed customer expectations. For a successful delivery, it is not just about doing what matters, but also about how it is done by following and implementing the desired standards.

This post outlines the best practices to consider with IDMC CDI ETL during the following phases.

• Development
• Operations 

Development Best Practices

• Native Datatypes check between Database table DDLs and IDMC CDI Mapping Source, Target, and Lookup objects.
  • If any consistency is observed in IDMC mappings with Native Datatype/Precision/Scale, ensure that the Metadata Is Edited to keep them in sync between DDL and CDI mappings.
• In CDI, workflow parameter values in order to be consumed by the taskflows, a Dummy Mapping task has to be created where the list of Parameters/Variables needs to be defined for further consumption by tasks within the taskflows (Ex, Command task/Email task, etc)
  • Make sure to limit the # of Dummy Mapping tasks during this process
  • Best practice is to create 1 Dummy Mapping task for a folder to capture all the Parameters/Variables required for that entire folder.
  • For Variables whose value needs to be persistent for the next taskflow run, make sure the Variable value is mapped to the Dummy Mapping task via an Assignment task. This Dummy mapping task would be used at the start and end of the task flow to ensure that the overall task flow processing is enabled for Incremental Data processing.
• If some Audit sessions are expected to run concurrently within other taskflows, ensure that the property “Allow the mapping task to be executed simultaneously” is enabled.
• Avoid using the SUSPEND TASKFLOW option, as it requires manual intervention during job restarts. Additionally, this property may cause issues during job restarts.
• Ensure correct parameter representation using Single Dollar/Double Dollar. Incorrect representation will cause the parameters not to be read by CDI during Job runs.
• While working with Flatfiles in CDI mappings, always enable the property “Retain existing fields at runtime”.
• If a sequence generator is likely to be used in multiple sessions/workflows, it’s better to make it a reusable/SHARED Sequence.
• Use the Sequential File connector type for mappings using Mainframe VSAM Sources/Normalizer.
• If a session is configured to have STOP ON ERRORS >0, ensure the LINK conditions for the next task to be “PreviousTask.TaskStatus – STARTS WITH ANY OF 1, 2” within CDI taskflows.
• For mapping task failure flows, set the LINK conditions for the next task to be “PreviousTask.Fault.Detail.ErrorOutputDetail.TaskStatus – STARTS WITH ANY OF 1, 2” within CDI taskflows.
• Partitions are not supported with Sources under Query mode. Ensure multiple sessions are created and run in parallel as a workaround.
• Currently, parameterization of Schema/Table is not possible for Mainframe DB2. Use an ODBC-type connection to access DB2 with Schema/Table parameterization.

Operations Best Practices

• Use Verbose data Session log config only if absolutely required, and then only in the lower environment.
• Ensure the Sessions pick the parameter values properly during job execution
  • This can be verified by changing the parameter names and values to incorrect values and determining if the job fails during execution. If the job fails, it means that the parameters are READ correctly by the CDI sessions.
• Ensure the Taskflow name and API name always match. If different, the job will face issues during execution via the runAJobCli utility from the command prompt.
• CDI doesn’t store logs beyond 1000 mapping tasks run in 3 days on Cloud (it does store logs in Secure Agent). To retain Cloud job run stats, create Audit tables and use the Data Marketplace utility to get the Audit info (Volume processes, Start/End time, etc) loaded to the Audit tables by scheduling this job at regular intervals (Hourly or Daily).
• In order to ensure no issues with Generic Restartability during Operations, ensure a Dummy assignment task is introduced whenever the code contains Custom error handling flow.
• In order to facilitate SKIP FAILED TASK and RESUME FROM NEXT TASK operations, ensure every LINK condition has an additional condition appended, “Mapping task. Fault.Detail.ErrorOutputDetail.TaskStatus=1”
• If mapping task log file names are to be suffixed with the Concurrent run workflow instance name, ensure it is done within the Parameter file. IDMC mapping task config level is not capable due to parameter concatenation issues.
• Ensure to copy mapping task log files in the Secure agent server after job run, since IDMC doesn’t honour the “Save Session log for these runs” property set at the mapping task level when the session log file name is parameterized.
• Ensure Session Log File Directory doesn’t contain / (Slash) when used along with parameters (ex., $PMSessionLogDir/ABC) under Session Log Directory Path. When used, this would append every run log to the same log file.
• Concurrent runs cannot be performed on taskflows from the  CDI Data Integration UI. Use the Paramset utility to upload concurrent paramsets and use the runAJobCli utility to run taskflows with multiple concurrent run instances from the command prompt.

Conclusion

In addition to coding best practices, following these Development and Operations best practices will help avoid rework and save efforts, thereby achieving customer satisfaction with the Delivery.

Choosing a provider is one of the most personal decisions in healthcare. Yet, one in five consumers abandon healthcare organizations due to poor digital experiences.

In our recent webinar “Reimagining Find Care: How AI is Transforming the Digital Healthcare Experience,” healthcare leaders explored how AI-powered search, recommendations, and personalization are redefining the “Find Care” experience. Hosts Tara Becker, Perficient principal of healthcare and life sciences, and Mike Raley, Coveo SVP of marketing, detailed why this matters more than ever for health systems seeking to grow, compete, and deliver better outcomes.

Below, we break down the most important takeaways from the session:

1. Find Care Is the New Front Door—and It Must Feel Like Commerce

Healthcare is increasingly judged by the same standards as consumer brands like Door Dash and Expedia. Patients expect to search, compare, and book appointments as easily as they would a hotel or a ride share.

Key Insights:

• Digital access is a revenue driver. A seamless Find Care experience builds trust, drives patient acquisition, and reduces leakage.
• Friction leads to churn. 41% of consumers consider switching providers if the digital experience doesn’t meet expectations.
• Convenience drives action. Patients want to search by criteria that matters to them—location, gender, language, availability—and they want to book instantly.

2. AI-Powered Search and Personalization Are Game-Changers

AI relevance platforms like Coveo are transforming how patients find care. By unifying content, provider data, and real-time intent signals, AI enables hyper-personalized, intuitive experiences.

What AI Enables:

• Smart search that understands intent. Patients can type “family doctor near me” and instantly see relevant, bookable options.
• Dynamic filtering and recommendations. AI surfaces providers based on availability, insurance, and patient preferences.
• Generative answers grounded in trusted content. Patients get accurate, contextual responses—without hallucinations.

3. Strategy First: Align Digital Investments with Business Outcomes

Technology alone isn’t enough. A successful Find Care transformation starts with a clear strategy aligned to organizational goals.

Strategic Best Practices:

• Define your North Star. Establish KPIs that serve as success criteria for your new Find Care experience and prioritize service lines (e.g., cardiology, oncology, primary care) that drive revenue and impact.
• Map patient journeys. Understand your personas (e.g., caregivers, chronic patients), their preferences, expectations, journeys, and friction points. Design a seamless experience that removes obstacles and guides healthcare consumers to conversion.
• Audit and optimize content. Ensure provider profiles are robust and updated. Service line pages need to be relevant, actionable, and conversion-focused.

4. Build a Scalable, Interoperable Tech Stack

Find Care must integrate seamlessly with your existing systems—EHR, CRM, DXP, and more. Flexibility and interoperability are key.

Technical Considerations:

• Platform-agnostic design. Because our AI-powered Find Care solution is DXP-agnostic, it can be tailored for your organization and preferred martech stack, whether that includes Adobe, Sitecore, Acquia, Optimizely, WordPress, etc.
• Unified data layer. Connect provider directories, appointment systems, and content repositories so the most relevant information is delivered to users.
• HIPAA-compliant AI. Ensure patient data is secure while delivering personalized experiences.

5. Measure What Matters: From Clicks to Conversions

Digital success must be measured in business terms—not just traffic. Establish an outcomes dashboard that ties digital engagement to revenue, access, and health outcomes—and report it to the C-suite.

Metrics That Matter:

• Appointment conversions and completions
• Search abandonment and content gaps
• Patient satisfaction and Net Promoter Score (NPS)
• Operational efficiency (e.g., reduced call volume, fewer no-shows)

6. Start Small, Scale Smart

You don’t need to do everything at once. Begin with priority, high-impact experiences and service lines, then iterate.

A Phased Approach:

• Phase 1: Define a patient-centric Find Care blueprint.
• Phase 2: Implement Coveo for a powerfully integrated, unified search experience.
• Phase 3: Launch online appointment scheduling for primary care and urgent care.
• Phase 4: Expand to specialty services and guided journeys.
• Phase 5: Layer in generative AI and conversational experiences.

Final Thought: Find Care Is Not Just a Feature—It’s a Strategic Imperative

In an increasingly competitive and crowded health care marketplace, Find Care is your digital front door, your commerce engine, and your trust builder. AI-powered experiences are no longer optional—they’re expected.

Healthcare leaders who invest in intelligent, patient-centric digital pathways will not only win market share—they’ll improve outcomes, reduce costs, and build lasting loyalty.

Ready to Reimagine Your Find Care Experience?

If you’re exploring how to modernize your digital front door, consider starting with a strategic assessment. Align your goals, audit your content, and evaluate your tech stack. The path to better outcomes starts with a smarter, simpler way to help patients find care.

We combine strategy, industry best practices, and technology expertise to deliver award-winning results for leading healthcare organizations.

• Business Transformation: Activate strategy for transformative outcomes and health experiences.
• Modernization: Maximize technology to drive health innovation, efficiency, and interoperability.
• Data + Analytics: Power enterprise agility and accelerate healthcare insights.
• Consumer Experience: Connect, ease, and elevate impactful health journeys.

Our approach to designing and implementing AI and machine learning (ML) solutions promotes secure and responsible adoption and ensures demonstrated and sustainable business value. We are one of a select group of Coveo Platinum partners helping brands design, architect, and implement modern intelligent search solutions that empower users to be more successful and deliver a winning customer experience.

Discover why we have been trusted by the 10 largest health systems and the 10 largest health insurers in the U.S.  Explore our healthcare expertise and contact us to learn more.

Watch the On-Demand Webinar Now

Healthcare organizations (HCOs) face mounting pressure to boost operational efficiency, improve health and wellness, and enhance experiences. To drive these outcomes, leaders are aligning enterprise and business goals with digital investments that intelligently automate processes and optimize the health journey. 

Clinical intelligence plays a pivotal role in this transformation. It unlocks advanced data-driven insights that enable intelligent healthcare organizations to drive health innovation and elevate impactful health experiences. This approach aligns with the healthcare industry’s quintuple aim to enhance health outcomes, reduce costs, improve patient/member experiences, advance health equity, and improve the work life of healthcare teams. 

Intelligent Healthcare Organizations: Driven By Clinical Intelligence  

Our industry experts were recently interviewed by Forrester for their April 2025 report, Clinical Intelligence Will Power The Intelligent Healthcare Organization, which explores ways healthcare and business leaders can transform workflows to propel the enterprise toward next-gen operations and experiences. 

We believe the fact that we were interviewed for this report highlights our commitment to optimize technology, interoperability, and digital experiences in ways that build consumer trust, drive innovation, and support more-personalized care.  

We combine strategy, industry best practices, and technology expertise to deliver award-winning results for leading health plans and providers: 

• Business Transformation: Activate strategy for transformative outcomes and health experiences. 

• Modernization: Maximize technology to drive health innovation, efficiency, and interoperability. 

• Data Analytics: Power enterprise agility and accelerate healthcare insights. 

• Consumer Experience: Connect, ease, and elevate impactful health journeys. 

Understand and Deliver On Consumer Needs and Expectations 

Every individual brings with them an ever-changing set of needs, preferences, and health conditions. Now more than ever, consumers are flat out demanding a more tailored approach to their health care. This means it is imperative to know your audience. If you do not approach people as individuals with unique, personal needs, you risk losing them to another organization that does.  

Becoming an intelligent healthcare organization (IHO) takes more than just a technology investment; it is a complete restructuring of the enterprise to infuse and securely utilize clinical intelligence in every area and interaction.

In its report, Forrester defines an IHO as, “A healthcare organization that perpetually captures, transforms, and delivers data at scale and creates and seamlessly disseminates clinical intelligence, maximizing clinical workflows and operations and the experience of employees and customers. IHOs operate in one connected system that empowers engagement among all stakeholders.”

Ultimately, consumers – as a patient receiving care, a member engaging in their plan’s coverage, or a caregiver supporting this process – want to make and support informed health care decisions that cost-effectively drive better health outcomes. IHOs focus on delivering high-quality, personalized insights and support to the business, care teams, and consumers when it matters most and in ways that are accessible and actionable.

Orchestrate Better Health Access 

Digital-first care stands at the forefront of transformation, providing more options than ever before as individuals search for and choose care. When digital experiences are orchestrated with consumers’ expectations and options in mind, care solutions like telehealth services, find-care experiences, and mobile health apps can help HCOs deliver the right care at the right time, through the right channel, and with guidance that eases complex decisions, supports proactive health, and activates conversions. 

The shift toward digital-first care solutions means it is even more crucial for HCOs to understand real-time consumer expectations to help shape business priorities and form empathetic, personalized experiences that build trust and loyalty. 

In its report, Forrester states, “And as consumer trust has taken a hit over the past three years, it is encouraging that 72% of healthcare business and technology professionals expect their organization to increase its investment in customer management technologies.”  

Clinical intelligence, leveraged well, can transform the ways that consumers interact and engage across the healthcare ecosystem. IHOs see clinical intelligence as a way to innovate beyond mandated goals to add business value, meet consumers’ evolving expectations, and deliver equitable care and services.  

Interoperability plays a crucial role in this process, as it enables more seamless, integrated experiences across all digital platforms and systems. This interconnectedness ensures that consumers receive consistent, coordinated care, regardless of where they are seeking treatment and are supported by informed business and clinical teams. 

Mandates such as Health Level 7 (HL7) standards, Fast Healthcare Interoperability Resources (FHIR), and Centers for Medicare & Medicaid Services (CMS) Interoperability and Patient Access Final Rule are creating a more connected and data-driven healthcare ecosystem. Additionally, CMS price transparency regulations are empowering consumers to become more informed, active, and engaged patients. Price transparency and cost estimator tools have the potential to give organizations a competitive edge and drive brand loyalty by providing a transparent, proactive, personalized, and timely experience. 

The most successful organizations will build a proper foundation that scales and supports successive mandates. Composable architecture offers a powerful, flexible approach that balances “best in breed,” fit-for-purpose solutions while bypassing unneeded, costly features or services. It’s vital to build trust in data and with consumers, paving the way for ubiquitous, fact-based decision making that supports health and enables relationships across the care continuum. 

Success in Action: Empowering Healthcare Consumers and Their Care Ecosystems With Interoperable Data

Enable Caregivers and Care Teams 

As the population ages, caregivers play an increasingly important role in the healthcare journey, and their experience is distinct. They may continually move in and out of the caregiver role. It’s essential to understand and engage these vital partners, providing them with important tools and resources to support quality care.  

Clinical intelligence can provide HCOs with advanced insights into the needs of caregivers and care teams, helping clinical, operational, IT, digital, and marketing leaders design systems that support the health and efficacy of these important care providers.  

Integrated telehealth and remote monitoring have become essential to managing chronic conditions and an aging population. Intuitive, integrated digital tools and personalized messaging can help mitigate potential health barriers by proactively addressing concerns around transportation, costs, medication adherence, appointment scheduling, and more.  

A well-planned, well-executed strategy ideally supports access to care for all, creating a healthier and more-welcoming environment for team members to build trust, elevate consumer satisfaction, and drive higher-quality care.  

Success in Action: A Digital Approach to Addressing Health Equity 

Improve Operational Efficiencies for Care Teams 

HCO leaders are investing in advanced technologies and automations to modernize operations, streamline experiences, and unlock reliable insights.  

Clinical intelligence paired with intelligent automations can accelerate patient and member care for clinical and customer care teams, helping to alleviate stress on a workforce burdened with high rates of burnout.  

In its report, Forrester shares, “In Forrester’s Priorities Survey, 2024, 65% or more of healthcare business and technology professionals said that they expect their organization to significantly increase its investments in business insights and analytics, data and information management, AI, and business automation and robotics in the next 12 months.”  

It’s clear the U.S. healthcare industry stands on the cusp of a transformative era powered by advanced analytics and holistic business transformation. AI-driven automations can reduce administrative costs, while AI-enabled treatment plans offer hyper-personalized precision medicine. As technology continues to shape healthcare experiences, Felix Bradbury, Perficient senior solutions architect, shares his thoughts on the topic: 

“Trust is crucial in healthcare. Understanding how to make AI algorithms interpretable and ensuring they can provide transparent explanations of their decisions will be key to fostering trust among clinicians and patients.” 

AI can be a powerful enabler of business priorities. To power and scale effective use cases, HCOs are investing in core building blocks: a modern and secure infrastructure, well-governed data, and team training and enablement. A well-formed strategy that aligns key business needs with people, technology, and processes can turn data into a powerful tool that accelerates operational efficiency and business success, positioning you as an intelligent healthcare organization.  

Success in Action: Engaging Diverse Audiences As They Navigate Cancer Care 

Healthcare Leaders Turn To Us

Discover why we have been trusted by the 10 largest health systems and the 10 largest health insurers in the U.S. Explore our healthcare expertise and contact us to learn more. 

As technology continues to advance, patients and care teams expect to seamlessly engage with tools that support better health and accelerate progress. These developments demand the rapid, secure, scalable, and compliant sharing of data. 

By aligning enterprise and business goals with digital technology, healthcare organizations (HCOs) can activate strategies for transformative outcomes and improve experiences and efficiencies across the health journey. 

IDC Market Glance: Healthcare Provider Operational IT Solutions, 1Q25 

Perficient is proud to be included in the categories of IT Services and SI services in the IDC Market Glance: Healthcare Provider Operational IT Solutions, 1Q25 report (doc #US52221325, March 2025). We believe our inclusion in this report’s newly introduced “Services” segmentation underscores our expertise to leverage AI-driven automation and advanced analytics, optimize technology investments, and navigate evolving industry challenges. 

IDC states, “This expansion reflects the industry’s shift toward outsourced expertise, scalable service models, and strategic partnerships to manage complex operational IT and infrastructure efficiently.” 

IDC defines IT Services as, “managed IT services, ensuring system reliability, cybersecurity, and infrastructure optimization. These solutions support healthcare provider transformation initiatives, helpdesk management, network monitoring, and compliance with healthcare IT regulations.” The SI Services category is defined by IDC as, “system integration services that help deploy technologies and connect disparate systems, including EHRs, RCM platforms, ERP solutions, and third-party applications to enhance interoperability, efficiency, automation, and compliance with industry standards.”  

Advanced Solutions for Data-Driven Success 

We imagine, engineer, and optimize scalable, reliable technologies and data, partnering with healthcare leaders to better understand consumer expectations and strategically align digital investments with business priorities.  

Our end-to-end professional services include: 

• Digital transformation strategy:  The healthcare industry’s rapid evolution requires attention in several areas – adopting new care models, capitalizing on disruptive technologies, and affecting regulatory, operational, financial, and organizational change. We equip HCOs to recognize and speed past potential hurdles in order to maximize ROI by making the most of technology, operational, and financial resources. 

• Cloud-native environments: Cloud technology is the primary enabler of business transformation and outcomes-focused value. Investing in cloud allows HCOs to overcome limitations of legacy systems, improve stability, and reduce costs. It also leads to better solution quality, faster feature delivery, and encourages a culture of innovation. Our expert consultants tailor cloud solutions to unique business needs, empowering teams and fueling growth, intelligence, and long-term profitability. 

• Hyper-scalable data infrastructures: We equip HCOs to maximize the value of information across the care ecosystem by uncovering the most meaningful, trustworthy data and enriching it with critical context so you can use it to answer difficult questions, power meaningful experiences, and automate smart decisions. Trusting data begins with having trust in the people, processes, and systems that source, move, transform, and manage that data. We partner to build data into a powerful, differentiating asset that can accelerate clinical, marketing, and operational excellence as information is exchanged across organizations, systems, devices, and applications. 

• AI ecosystems: HCO’s face mounting competition, financial pressures, and macro uncertainties. Enhance operations with innovative and intelligent AI and automation solutions that help you overcome complex challenges, streamline processes, and unlock new levels of productivity. Holistic business transformation and advanced analytics are front and center in this industry evolution, and generative AI (GenAI) and agentic AI have fundamentally shifted how organizations approach intelligence within digital systems. According to IDC, “GenAI will continue to redefine workflows, while agentic AI shows promise to drive real-time, responsive, and interpretive orchestration across operations.” Position yourself for success now and in the future with enhanced customer interactions, reduced operational costs, and data-driven decision-making powered by our AI expertise. 

• Digital experiences: Digital-first care options are changing the face of healthcare experiences, bringing commerce-like solutions to consumers who search for and choose care that best fits their personal priorities and needs. We build high-impact experience strategies and put them in motion, so your marketing investments drive results that grow lasting relationships and support healthy communities. As the healthcare landscape continues to evolve – with organizational consolidations and new disruptors reshaping the marketplace – we help you proactively and efficiently attract and nurture prospective patients and caregivers as they make health decisions. 

We don’t just implement solutions; we create intelligent strategies that align technology with your key business priorities and organizational capabilities. Our approach goes beyond traditional data services. We create AI-ready intelligent ecosystems that breathe life into your data strategy and accelerate transformation. By combining technical excellence, global reach, and a client-centric approach, we’re able to drive business transformation, boost operational resilience, and enhance health outcomes. 

Success in Action: Illuminating a Clear Path to Care With AI-Enabled Search 

Empower Healthcare Experiences Through Innovative Technology 

Whether you want to redefine workflows, personalize care pathways, or revolutionize proactive health management, Perficient can help you boost efficiencies and a competitive edge.  

We combine strategy, industry best practices, and technology expertise to deliver award-winning results for leading health systems: 

• Business Transformation: Transform strategy into action: improve operations, lower costs, build operational resilience, and optimize care. 

• Modernization: Provide quality, cost-effective tools and platforms that enable exceptional care. 

• Data Analytics: Enable trusted data access and insight to clinical, operational, and financial teams across the healthcare ecosystem. 

• Consumer Experience: Harness data and technology to drive optimal healthcare outcomes and experiences. 

Discover why we have been trusted by the 10 largest health systems and the 10 largest health insurers in the U.S. Explore our healthcare expertise and contact us to learn more.

Universal Design is about creating spaces, systems, and services that can be used by all people, regardless of age, ability, or background. Among its key principles, Equitable Use stands out as a cornerstone for fostering inclusivity. It ensures that everyone has access to the same opportunities without discrimination or exclusion, emphasizing fairness and dignity for all. Here’s why Equitable Use is vital for everyone.

What is Equitable Use?

Equitable Use means designing products and services that are accessible to all users in the same way, without segregating or stigmatizing certain groups. It prioritizes fairness, ensuring that individuals with disabilities, older adults, and other marginalized groups can benefit from the same resources as everyone else.

Why Equitable Use Is Important for Everyone

Promotes Inclusivity

• • By prioritizing equitable access, this principle ensures that no one is left behind. Whether it’s in physical spaces, digital interfaces, or everyday products, everyone deserves the ability to interact without barriers.

Fosters Dignity and Independence

• • Equitable Use allows individuals to engage in activities independently, without needing special assistance. This preserves their dignity and fosters confidence, particularly for those who may otherwise feel excluded.

Reflects Social Responsibility

• • Designing for Equitable Use demonstrates a commitment to social responsibility and fairness. It shows that a business or institution values diversity and respects the unique needs of every individual.

Encourages Universal Access

• • When environments and services are designed equitably, they become accessible to people across all demographics. For instance, a pharmacy with counters at accessible heights benefits wheelchair users, older adults, and even children.

Increases Usability for All

• • Equitable designs often improve usability for everyone, not just for those with disabilities. For example, large, clear signage in pharmacies helps individuals with visual impairments, non-native speakers, and people navigating the space for the first time.

Enhances Customer Satisfaction

• • Businesses that implement Equitable Use principles create positive experiences for all customers. People are more likely to return to environments where they feel valued and respected.

Supports Legal Compliance

• • Many accessibility laws, such as the Americans with Disabilities Act (ADA), require equitable designs to prevent discrimination. By adhering to these principles, organizations protect themselves while creating inclusive spaces.

Prepares for Future Needs

• • Equitable Use anticipates the evolving needs of society. As populations age and diversify, equitable designs ensure longevity and relevance for spaces, services, and tools.

Real-Life Examples of Equitable Use

Accessible Entrances

• • Entrances with ramps and automatic doors provide access to everyone, including people using mobility aids, parents with strollers, and delivery workers carrying heavy packages.

Digital Accessibility

• • Websites designed with screen reader compatibility, keyboard navigation, and alt text for images ensure equitable use for individuals with visual or mobility impairments.

Universal Packaging

• • Medication packaging with clear, readable labels benefits not only those with visual impairments but also older adults and customers in low-light conditions.

Public Transportation

• • Equitable Use in transportation, such as buses with low floors and priority seating, ensures everyone can travel comfortably, including the elderly and pregnant individuals.

Equitable Use is far more than an accessibility guideline—it is a principle that embodies fairness, inclusivity, and respect for diversity. By prioritizing equitable designs in products, services, and environments, society can create spaces where everyone feels welcome and capable. This approach not only benefits marginalized communities but also enhances the experience for all users, creating a world where no one is excluded.

Let’s build a future where equity and inclusion are not just ideals but realities in everyday life.

Creating operable content in pharmacies that minimizes the risk of mistakes and accommodates unintentional actions is crucial for accessibility. The Universal Design principle of Tolerance for Error supports the creation of systems and environments that anticipate human error and provide safeguards to prevent negative consequences. By applying this principle, pharmacies can design inclusive services that enhance customer confidence and usability.

What is Tolerance for Error?

Tolerance for Error refers to designing spaces, systems, and services that reduce the potential for mistakes and protect users from adverse consequences if errors occur. It emphasizes proactive measures to minimize risks and support recovery when errors happen, promoting safe and stress-free interactions.

How Tolerance for Error Enhances Operable Content

Clear Feedback Mechanisms

• • Provide immediate and clear feedback to customers when errors occur. For example, if a customer inputs an invalid prescription number online, display a message like “The prescription number entered is incorrect—please check and try again.”

Undo and Redo Options

• • Incorporate features that allow users to easily undo or redo actions. For instance, in online prescription refill forms, allow customers to go back and edit information before final submission.

Confirmation Prompts

• • Require customers to confirm actions before finalizing them, such as submitting payment information or processing prescriptions. This helps prevent accidental submissions.

Error Prevention Design

• • Reduce the likelihood of errors by designing intuitive interfaces. For example, auto-fill options or dropdown menus can simplify data entry and reduce mistakes.

Safety Nets

• • Implement safety mechanisms, such as validation checks, that alert users to potential issues. For instance, if a customer tries to select a medication dose that conflicts with their prescription, the system should flag the issue.

Accessible Recovery Options

• • Allow users to recover from errors easily. For example, if a customer accidentally deletes their account or order, provide an option to restore it without contacting customer support.

Inclusive Warnings

• • Use clear and easy-to-understand warnings for potential risks or mistakes. Avoid technical jargon and provide visual, auditory, or tactile cues as necessary.

Real-World Applications in Pharmacies

Medication Dispensing Safety

• • Use automated dispensing systems that verify prescription details before dispensing medication, reducing the risk of errors.

Digital Error Handling

• • Design pharmacy apps with error recovery features, such as editing orders, resubmitting forms, or recovering forgotten login credentials.

Physical Environment Features

• • Place clear and visible labels on pharmacy shelves to reduce confusion and misplacement of products.

Service Counter Safeguards

• • Provide pharmacists with tools that double-check prescriptions for errors before finalizing orders.

Benefits of Tolerance for Error in Operable Content

Improved User Confidence

• • When customers know that errors can be corrected easily, they feel more comfortable and confident using pharmacy services.

Enhanced Safety

• • Proactively minimizing mistakes reduces risks, such as medication errors, contributing to better health outcomes.

Increased Accessibility

• • Features that anticipate and recover from errors make pharmacy services more inclusive for individuals with cognitive or physical challenges.

Customer Satisfaction

• • A smooth and stress-free experience fosters customer loyalty and trust in the pharmacy.

The Universal Design principle of Tolerance for Error ensures that operable content in pharmacies is safe, forgiving, and user-friendly. By minimizing the risk of mistakes and providing clear recovery options, pharmacies can create environments that are inclusive and accessible to all customers. This approach not only promotes usability but also reinforces trust and confidence in essential healthcare services.

Together, we can design pharmacy spaces and systems that empower everyone to interact comfortably and securely.

The principle of Low Physical Effort is central to creating operable content and environments that are accessible to all customers. In pharmacies, this Universal Design principle ensures that services, tools, and spaces require minimal physical strain, allowing individuals with mobility limitations, chronic conditions, or temporary injuries to engage comfortably. By applying this principle, pharmacies can enhance inclusivity and empower all customers to access essential services with ease.

What is Low Physical Effort?

Low Physical Effort focuses on designing systems that minimize the physical demands required to operate or engage with products, spaces, or tools. This principle eliminates unnecessary strain and ensures that interactions can be carried out efficiently and comfortably by everyone, including individuals with limited strength, dexterity, or endurance.

How Low Physical Effort Enhances Operable Content

Accessible Digital Platforms

• • Pharmacy websites, apps, and kiosks should be operable using simple actions such as single-click interactions, voice commands, or keyboard shortcuts. These reduce the need for prolonged or repetitive motions.

Ergonomic Design of Tools

• • In-store prescription kiosks, payment terminals, and service counters should be designed for easy use, with controls that require minimal force to activate. For instance, touchscreens should be sensitive enough to respond to light touches.

Convenient Layouts

• • The physical arrangement of pharmacy spaces should allow customers to navigate easily with minimal effort. This includes wide aisles, automatic doors, and strategically placed seating areas for those who need to rest.

No Need for Complex Motions

• • Operable elements such as doors, buttons, or switches should avoid requiring twisting, grasping, or pinching motions. Instead, features like push plates for automatic doors or large, easy-to-press buttons are ideal.

Lightweight Interactions

• • Digital services should eliminate the need for prolonged engagement. For example, streamlined online forms for prescription refills reduce the time and effort required to complete tasks.

Hands-Free Options

• • Incorporate hands-free alternatives where possible, such as motion-sensor doors or voice-activated customer support chat systems, to accommodate a wide range of abilities.

Real-World Applications in Pharmacies

In-Store Adjustments

• • Install powered entry doors, lower shelves, and height-adjustable service counters to accommodate customers who may have difficulty bending, reaching, or pushing heavy doors.

Digital Accessibility

• • Provide streamlined digital services, such as a simplified prescription refill process with auto-fill features, enabling customers to complete tasks quickly and with minimal effort.

Medication Dispensers

• • Use automated dispensing systems that require a simple push or voice command to retrieve medications, making the process easier for individuals with limited mobility.

Drive-Through Services

• • Offer drive-through pharmacy services to reduce the need for customers to leave their vehicles, minimizing physical effort for those with mobility challenges.

Benefits of Low Physical Effort in Operable Content

Enhanced Accessibility

• • Services that require minimal effort are more accessible to a broader range of customers, including those with disabilities, temporary injuries, or chronic conditions.

Increased Customer Comfort

• • By reducing physical strain, pharmacies create a more comfortable and welcoming environment for all customers.

Improved Customer Satisfaction

• • Streamlined, low-effort interactions result in a more pleasant experience, fostering loyalty and trust among customers.

Inclusive Design Reputation

• • Pharmacies that prioritize accessibility through low-effort solutions are recognized as inclusive and socially responsible, enhancing their community standing.

The Universal Design principle of Low Physical Effort plays a vital role in creating operable content and environments that are accessible, comfortable, and inclusive. By minimizing the physical demands required to engage with pharmacy services, businesses can provide equitable access to essential healthcare while improving the overall customer experience.

Together, we can design pharmacy spaces and systems that prioritize ease, dignity, and inclusivity for everyone.

Creating operable content in pharmacies that accommodates the diverse needs and preferences of all users is critical for accessibility. The Universal Design principle of Flexibility in Use supports operable content by enabling multiple methods of interaction and adaptation. Pharmacies can use this principle to ensure that everyone, regardless of physical, cognitive, or sensory abilities, can engage comfortably with their services.

What is Flexibility in Use?

Flexibility in Use refers to designing products, environments, and services that accommodate a wide range of individual preferences and abilities. This principle promotes choice and adaptability, ensuring customers can interact in ways that suit their specific needs.

How Flexibility in Use Enhances Operable Content

Multiple Interaction Methods

• • Provide various ways for customers to interact with pharmacy services. For example, prescription refill kiosks can include touchscreens, tactile buttons, voice commands, and keyboard navigation to accommodate different abilities.

Customizable Interfaces

• • Digital platforms such as pharmacy websites and apps should allow users to adjust settings like text size, contrast, language, and navigation preferences for easier interaction.

Alternative Input Options

• • Offer diverse input options, such as physical controls, virtual keyboards, voice activation, or gesture-based controls, to enable flexible engagement.

Interactive Accessibility Features

• • Incorporate features that adapt to user needs, such as adjustable audio instructions for customers with visual impairments or multilingual options for customers who speak different languages.

Scalable Physical Design

• • Ensure that in-person tools, such as payment terminals or prescription kiosks, can be adjusted to accommodate individuals of varying heights or mobility aids.

Real-World Applications in Pharmacies

Adaptive Prescription Management

• • Allow customers to manage prescriptions through their preferred medium—whether it’s a mobile app, website, phone call, or in-person visit.

Accessible Customer Support

• • Offer customer service through multiple channels, such as live chat, phone support, and email, ensuring flexibility for diverse user needs.

Inclusive Checkout Systems

• • Equip checkout systems with tactile buttons, adjustable screens, and voice guidance to accommodate customers with visual or mobility impairments.

Versatile Navigation

• • Design pharmacy layouts with clear, flexible pathways that accommodate wheelchairs, strollers, and customers with mobility aids.

Benefits of Flexibility in Use for Operable Content

Enhanced Accessibility

• • By offering multiple ways to interact, pharmacies ensure that all customers, including those with disabilities, can access their services independently and comfortably.

Improved Customer Experience

• • Flexibility fosters inclusivity, creating a positive experience for diverse customers and increasing satisfaction and loyalty.

Broader Customer Reach

• • Accommodating a wide range of preferences and abilities attracts a larger customer base, expanding the pharmacy’s reach and impact.

Future-Proof Design

• • Flexible features adapt easily to new technologies and evolving customer needs, ensuring long-term usability.

The Universal Design principle of Flexibility in Use is a key factor in creating operable content that supports inclusivity and accessibility in pharmacies. By accommodating diverse preferences and abilities, pharmacies can ensure their services are user-friendly, empowering all customers to engage independently and confidently.

Let’s prioritize flexibility and inclusivity in healthcare, creating spaces where everyone feels welcome and capable.

When designing operable digital and physical spaces in pharmacies, the principle of Equitable Use is foundational. It ensures that all customers, regardless of their abilities, can access and interact with services without discrimination. By incorporating this principle into operable content, pharmacies can create environments that are truly inclusive, empowering all individuals to engage independently and effectively.

What is Equitable Use?

Equitable Use refers to designing spaces, services, and tools to be accessible to all users without making some feel disadvantaged or excluded. It emphasizes fairness in access and use, ensuring everyone has equal opportunities to benefit from the pharmacy’s offerings.

How Equitable Use Enhances Operable Content

Universal Access to Interactive Elements:

• • Pharmacies should ensure that all interactive components—such as prescription refill kiosks, appointment scheduling tools, and customer service chatbots—are accessible to customers with disabilities. This includes compatibility with screen readers and keyboard navigation.

Non-Discriminatory Design:

• • Operable features should not exclude any groups. For example, digital platforms must accommodate individuals who cannot use a mouse by offering keyboard shortcuts or voice commands.

Inclusive Service Counters:

• • For in-person interactions, service counters should be designed at accessible heights for individuals using wheelchairs, and include clear signage and assistive listening systems for those with hearing impairments.

Multiple Methods of Engagement:

• • Provide varied ways for users to interact with pharmacy services, such as touchscreens, voice commands, and physical buttons, ensuring inclusivity for different needs and preferences.

Accessible Customer Support:

• • Online chat tools and phone support should be operable for customers with diverse abilities. For instance, live chat interfaces should include text-to-speech and speech-to-text functionalities.

Real-World Applications in Pharmacies

Accessible Prescription Kiosks:

• • Implement kiosks with tactile buttons, voice guidance, and adjustable screens to accommodate customers with mobility, visual, and hearing impairments.

Mobile Accessibility:

• • Design pharmacy apps that are operable on various devices and platforms, ensuring compatibility with assistive technologies such as screen readers.

Clear Physical Navigation:

• • Create pharmacy layouts with wide aisles, ramps, and intuitive signage to support equitable physical access to services and products.

Digital Accessibility Standards:

• • Adhere to WCAG guidelines for equitable access to websites and apps, ensuring operable components like buttons, menus, and forms are designed inclusively.

Benefits of Equitable Use for Operable Content

Empowering Independence:

• • Equitable design empowers customers with disabilities to access services independently, preserving dignity and fostering confidence.

Expanding Customer Base:

• • Inclusive operable features attract a broader customer base, including individuals who may face barriers in traditional pharmacy settings.

Compliance and Reputation:

• • Meeting accessibility standards not only ensures legal compliance but also enhances the pharmacy’s reputation as a socially responsible business.

Improzved Health Outcomes:

• • Customers who can easily operate pharmacy tools and services are more likely to engage fully with healthcare, leading to better adherence and overall wellness.

Equitable Use is the cornerstone of creating operable content that serves all customers fairly and inclusively. By integrating this Universal Design principle, pharmacies can provide digital and physical environments that empower independence and ensure accessibility for everyone. This approach reflects a commitment to equity, inclusivity, and customer well-being.

Let’s strive for a healthcare world where no one feels excluded.

Welcome to our new series on Universal Design for Pharmacies!  In this segment, we’ll explore the importance of Universal Design in Pharmacies for All Disabilities.

As pharmacies continue to innovate their digital services, ensuring compatibility and adaptability is paramount. The Web Content Accessibility Guidelines (WCAG) principle of Robust emphasizes creating content that remains functional across various devices, platforms, and assistive technologies. By implementing this principle alongside Universal Design practices, pharmacies can guarantee long-lasting accessibility for all customers, regardless of their specific needs.

What Does “Robust” Mean?

The WCAG principle of Robust focuses on developing digital content that works effectively with a wide variety of current and future technologies. It ensures that pharmacy websites, apps, and other digital services are compatible with assistive tools, such as screen readers, voice recognition software, and magnifiers, making them accessible to all users.

Applying the Principle of Robust in Pharmacies

Compatibility with Assistive Technologies

• • Ensure pharmacy websites and apps are fully compatible with screen readers, speech-to-text systems, and other assistive devices. For example, properly structuring website elements (like headings and tables) allows screen readers to interpret the content accurately.

Use Standards-Compliant Code

• • Develop websites and apps using clean, standards-compliant HTML, CSS, and JavaScript. This minimizes errors and ensures compatibility with assistive technologies and modern browsers.

Provide Clear Markup Language

• • Use semantic HTML to define elements clearly. For instance, labeling forms, buttons, and links allows assistive technologies to interpret their function accurately.

Accessible Error Messages

• • Ensure error messages are clear, meaningful, and compatible with assistive technologies. For example, if a prescription submission fails, display a message like “Prescription number required – please check the input field.”

Cross-Device Compatibility

• • Design digital services that work seamlessly across desktops, tablets, and mobile devices. This ensures users can access pharmacy services on their preferred device.

Support for Future Technologies

• • Build platforms with adaptability in mind. By using scalable designs and robust coding practices, pharmacies can ensure their digital services remain functional as new technologies emerge.

Testing for Accessibility

• • Conduct regular testing with various assistive technologies and devices to ensure continued compatibility and accessibility. Incorporate customer feedback to identify and address gaps.

Universal Design Principles Supporting Robust Content

Equitable Use

• • Design digital services to be accessible and functional for everyone, regardless of their abilities or the technology they use.

Flexibility in Use

• • Ensure platforms can adapt to a range of technologies and user preferences, such as touchscreens, voice commands, and keyboard navigation.

Low Physical Effort

• • Develop digital tools that require minimal physical effort, making them accessible to customers with limited mobility or strength.

Tolerance for Error

• • Build systems that recover gracefully from errors. For example, allow customers to edit incorrectly submitted forms without restarting the process.

Benefits of Robust Digital Platforms for Pharmacies

Enhanced Accessibility

• • Robust platforms ensure all customers, including those using assistive technologies, can access pharmacy services independently and with dignity.

Future-Proof Solutions

• • Designing for robustness guarantees that digital services will remain functional as new technologies and standards emerge.

Customer Satisfaction

• • Compatibility across devices and technologies creates a seamless user experience, increasing satisfaction and loyalty.

Regulatory Compliance

• • Meeting the WCAG Robust principle helps pharmacies comply with accessibility laws, such as the Americans with Disabilities Act (ADA).

Positive Brand Image

• • Pharmacies that prioritize adaptability and inclusivity demonstrate social responsibility, enhancing their reputation in the community.

The WCAG principle of Robust is essential for ensuring long-term functionality and adaptability in digital platforms for pharmacies. By adopting Universal Design practices, pharmacies can create services that are accessible, compatible, and future-proof, meeting the diverse needs of their customers while fostering inclusivity and trust.

Let’s build pharmacy platforms that stand the test of time and technology—accessible to all, today and tomorrow.

In the shadow of the COVID-19 pandemic lies a quieter but equally devastating crisis affecting millions of Americans. More than one in ten adults under 65 are experiencing long COVID symptoms lasting four weeks or longer, with debilitating effects that ripple through our healthcare systems, workplaces, and families.

This complex condition—formally known as Post-Acute Sequelae of SARS-CoV-2 (PASC)—presents with a bewildering array of symptoms affecting multiple body systems simultaneously, often in a relapsing-remitting pattern that challenges conventional diagnostic and treatment approaches.

The economic cost of long COVID is staggering—an estimated $3.7 trillion, or about 17% of pre-COVID US GDP. Behind these numbers are real people struggling to maintain employment, access appropriate healthcare, and meet basic needs. Many with long COVID face employment disruptions and material hardships at approximately twice the rate as those without the condition.

As healthcare leaders, we must ask: How can we better serve long COVID patients while managing the immense strain on an already-burdened health system? The answer may lie in the thoughtful application of artificial intelligence (AI) — not to replace human care, but to enhance and extend it where it’s needed most.

In this comprehensive blog post, we will delve into the epidemiology, incidence, prevalence, costs associated with long COVID, its impact on various stakeholders, traditional treatment approaches, and innovative solutions that leverage AI to combat this ongoing challenge.

Defining Long COVID: Clinical Criteria and Diagnostic Challenges

Long COVID, as defined by the Centers for Disease Control and Prevention (CDC) and the US Department of Health and Human Services (DHHS), encompasses signs, symptoms, and conditions present for a minimum of four weeks after initial SARS-CoV-2 infection. These symptoms may affect multiple body systems simultaneously and often present with a relapsing-remitting pattern, frequently progressing or worsening over time. The World Health Organization has developed a more specific clinical case definition that includes: (1) a history of probable or confirmed SARS-CoV-2 infection with onset at least 3 months earlier, and (2) symptoms lasting for at least 2 months that cannot be explained by an alternative diagnosis.

Diagnosing long COVID remains challenging for clinicians due to its heterogeneous presentation and the absence of definitive biomarkers. This has led to significant variations in diagnostic approaches across healthcare systems, potentially resulting in both under-diagnosis and misdiagnosis. The condition’s complex nature necessitates a comprehensive, multidisciplinary approach to assessment and management.

Epidemiology, Incidence, and Prevalence

The epidemiological landscape of long COVID continues to evolve as our understanding of the condition deepens. Research from multiple sources consistently demonstrates that long COVID affects a significant proportion of those who contract SARS-CoV-2:

According to recent findings from the Mayo Clinic’s Post-COVID Clinic, approximately 4.2% of children and 7% of adults experience persistent symptoms after acute infection with SARS-CoV-2 compared to uninfected individuals. The temporal patterns of these symptoms are remarkably consistent across healthcare networks, suggesting a potential common underlying pathophysiological mechanism. Survey data from the Urban Institute’s Well-Being and Basic Needs Survey (December 2022) revealed that more than 1 in 10 adults under age 65 were experiencing long COVID symptoms, with the majority having symptoms for at least three months. The CDC’s Houshold Pulse Survey data indicates approximately 13 million adults reported experiencing long COVID symptoms lasting three months or longer.

While long COVID can affect anyone who contracts SARS-CoV-2, epidemiological studies have identified several risk factors associated with increased susceptibility:

• Female sex (studies consistently show women represent 60-66% of long COVID cases)
• Age 40 or older
• Preexisting chronic health conditions
• More severe acute SARS-CoV-2 infection (particularly those requiring hospitalization)
• Lack of COVID-19 vaccination
• Systemic inequities have led to disproportionate impacts among Hispanic/Latinx adults and those with lower educational attainment and income

Clinical Phenotypes and Pathophysiological Mechanisms

Groundbreaking research from Mayo Clinic’s Post-COVID Clinic has revealed distinct clinical presentations of long COVID that demonstrate significant variation by biological sex and immune response patterns. These findings suggest potentially different underlying pathophysiological mechanisms that may require tailored therapeutic approaches:

• Sex-Based Differences in Presentation: Women with long COVID more commonly present with fatigue-predominant, orthostasis-predominant, and chest pain-predominant symptoms. Based on expert consensus, these have been collectively categorized as central sensitization (CS) phenotypes, which share similarities with other post-infectious conditions like myalgic encephalomyelitis/chronic fatigue syndrome and fibromyalgia. Men more frequently experience dyspnea-predominant symptoms, categorized as the cardiopulmonary phenotype. This pattern may relate to differences in immune response, organ-specific vulnerability, or patterns of healthcare utilization.
• Inflammatory Biomarkers and Immune Dysregulation: Interleukin-6 (IL-6), a key inflammatory cytokine, is elevated in the majority of long COVID patients, with the degree of elevation varying significantly between phenotypes. Women with long COVID typically show higher levels of IL-6 compared to men, particularly those with central sensitization phenotypes. This suggests potential sex-based differences in immune regulation following SARS-CoV-2 infection. The consistent association of systemic inflammation with long COVID across multiple studies raises important questions about therapeutic targeting of inflammatory pathways, with IL-6 inhibition emerging as a potential treatment approach worthy of clinical investigation.

These phenotypic distinctions represent an important advancement in our understanding of long COVID and may help guide more personalized assessment and treatment strategies. However, it’s important to note that these classifications continue to evolve as research progresses.

Economic and Social Impact: A Multidimensional Crisis

The consequences of long COVID extend far beyond direct healthcare costs, creating a complex web of socioeconomic challenges that affect individuals, families, workplaces, and healthcare systems:

• Workforce and Employment Disruption: According to 2022 Urban Institute survey data, 15% of adults with long COVID reported having to stop working completely or reducing their work hours specifically due to their symptoms. This represents millions of workers removed partially or completely from the workforce. A striking 24% of adults with long COVID reported limiting activities outside of work—such as social activities, errands, and basic household chores—specifically in order to conserve energy to continue working. This “energy rationing” approach may inadvertently worsen symptoms over time. Only 59% of employed long COVID patients have access to paid sick leave, compared to 68% of all workers, creating disproportionate financial vulnerability when symptoms flare. Overall employment rates are significantly lower among adults with long COVID (65%) compared to those who had COVID-19 without developing persistent symptoms (76%). Around 11% of long COVID patients report being out of the labor force specifically for health or disability reasons, more than double the rate (5%) of those without long COVID.
• Healthcare System Strain: Long COVID patients typically require significantly more outpatient visits, diagnostic testing, specialist referrals, and medication management than patients without post-COVID complications. Healthcare professionals treating long COVID patients may experience higher rates of burnout due to the complexity of cases, diagnostic uncertainty, and often limited treatment options.
• Family and Caregiver Impact: Family members often take on substantial caregiving responsibilities for those with disabling long COVID symptoms, frequently without formal support systems. The combination of reduced household income and increased healthcare expenses creates significant financial vulnerability for families affected by long COVID. Family members may experience considerable distress when witnessing the ongoing suffering of loved ones with long COVID, particularly when symptoms are misunderstood or dismissed by others.

Material Hardship and Healthcare Access Challenges

Long COVID creates a devastating cycle of financial instability and barriers to healthcare access that disproportionately affects already vulnerable populations:

• Material Hardship: Urban Institute research reveals that over 42% of adults with long COVID report experiencing food insecurity, more than double the rate (20%) of those who had COVID-19 without persistent symptoms. Among those with long COVID, 25% report very low food security, indicating reduced food intake and disrupted eating patterns. Approximately 20% of long COVID patients report difficulties paying their rent or mortgage, creating housing vulnerability at precisely the time when stable housing is most critical for health recovery. Nearly one in four (23%) long COVID patients report trouble paying utility bills, with almost 10% experiencing a complete utility shutoff—a particularly dangerous situation for those whose symptoms are exacerbated by temperature extremes or who require electricity for medical devices. Many long COVID patients face multiple concurrent hardships, creating compounding disadvantages that further complicate recovery prospects.
• Healthcare Access Barriers: Even after accounting for differences in demographic and health characteristics, adults with long COVID are significantly more likely than their peers without long COVID to forgo needed healthcare due to costs. This often creates a dangerous pattern of delayed care and worsening symptoms. Many long COVID patients report substantial difficulties finding clinicians knowledgeable about their condition, securing timely appointments with appropriate specialists, and receiving coordinated care across multiple medical disciplines. A substantial proportion of long COVID patients report difficulties getting authorization for specialized care from their health insurance plans, particularly for newer or experimental treatments. The combination of intensive healthcare needs and reduced income leads to higher rates of medical debt among long COVID patients compared to the general population, creating long-term financial consequences.
• Health Equity Concerns: Survey data reveals higher prevalence of long COVID among Hispanic/Latinx adults and those with lower educational attainment and income, suggesting concerning disparities in both risk and impact. Current disability measurement standards fail to adequately capture many individuals severely affected by long COVID, with one analysis finding that only about 60% of adults who indicated they were severely affected by long COVID (their symptoms reducing their ability to carry out daily activities “a lot”) were counted as disabled based on standard survey questions. This creates substantial gaps in safety net access.

Current Treatment Landscape and Therapeutic Approaches

The management of long COVID remains challenging due to its heterogeneous presentation, unclear pathophysiology, and the absence of approved disease-modifying therapies. Current approaches focus on symptom management, rehabilitation, and investigating potential underlying mechanisms.

Conventional Medical Approaches

Current treatment approaches for long COVID primarily focus on symptom management through various medical interventions:

• Pharmacological Management: Some clinicians have explored the use of antivirals based on the hypothesis of viral persistence. Corticosteroids are used in some cases to address inflammatory components, particularly in patients with persistent respiratory symptoms. Immunomodulatory therapies are being investigated to address potential immune dysregulation, with particular interest in IL-6 inhibition given consistent findings of elevated IL-6 levels in long COVID patients. Symptom-specific medications including beta-blockers for dysautonomia, antihistamines for mast cell activation symptoms, and various medications for neurological symptoms.
• Multidisciplinary Rehabilitation: Physical therapy, especially for those with deconditioning, exercise intolerance, or musculoskeletal complaints. Occupational therapy to address functional limitations and develop compensatory strategies. Speech therapy for patients with voice, cognitive, or swallowing difficulties. Cognitive rehabilitation for those experiencing “brain fog,” memory problems, or executive function challenges.
• Pacing and Energy Management: Activity pacing is a structured approach to energy conservation and symptom management. Heart rate monitoring may help to avoid post-exertional symptom exacerbation. Gradually returning to activity with carefully structured programs may rebuild tolerance without triggering symptom flares.

Integrative and Non-Traditional Approaches

As conventional treatments often provide incomplete relief, many patients and clinicians are exploring complementary approaches:

• Traditional Chinese Medicine: Multiple small studies suggest promise in acupuncture reducing fatigue, pain, and improving quality of life in long COVID patients. Herbal Formulations are being explored for their anti-inflammatory and immune-modulating properties.
• Mind-Body Interventions: Mindfulness-Based Stress Reduction programs show potential for alleviating anxiety, depression, and stress related to chronic illness. Gentle practices may help manage autonomic dysfunction and stress responses. Breathing exercises are specifically designed protocols to address dysfunctional breathing patterns often seen in long COVID.
• Nutritional Approaches: Anti-Inflammatory Diets have an emphasis on fruits, vegetables, whole grains, lean proteins, and omega-3 fatty acids. Some patients report symptom exacerbation with certain foods. Targeting potential deficiencies with supplementation or supporting mitochondrial function.

The Emerging Role of AI in Long COVID Management

AI and machine learning (ML) technologies offer promising avenues for improving long COVID diagnosis, prognosis, and management through several innovative applications:

Diagnostic and Prognostic Applications

• Predictive Analytics for Risk Stratification: AI algorithms can analyze large datasets of acute COVID-19 patients to identify those at highest risk for developing long COVID. ML models can detect subtle patterns in clinical, laboratory, and demographic data that may predict disease trajectory. Algorithms being developed to forecast likely symptom progression and recovery timelines.
• Diagnostic Support Tools: AI systems can integrate data from multiple sources (symptoms, lab tests, imaging, wearables) to support more accurate diagnosis. ML approaches may help refine our understanding of long COVID subtypes, potentially leading to more targeted treatments. AI analysis of large biological datasets can identify potential diagnostic biomarkers that might otherwise remain obscure.

Personalized Treatment and Management

• Tailored Therapeutic Recommendations: Can provide personalized guidance on symptom management, medication adherence, and lifestyle modifications. ML models may predict which patients are most likely to benefit from specific interventions. AI can help match patient profiles to optimal treatment strategies based on similar cases and outcomes.
• Remote Monitoring and Management: AI algorithms can process data from wearable devices to monitor symptoms, activity levels, sleep patterns, and physiological parameters. ML can detect subtle changes that may precede symptom flares, enabling proactive intervention. AI-based systems can adjust recommendations based on real-time patient data and responses.

Innovative Therapeutic Modalities

• Virtual Reality Applications: VR experiences can help alleviate symptoms like anxiety, depression, and PTSD associated with long COVID. VR-based cognitive training programs may assist in addressing “brain fog” and executive function deficits. Virtual reality has shown promise in reducing pain perception through distraction and neuroplasticity mechanism.
• AI-Enhanced Rehabilitation: AI can develop and adjust personalized rehabilitation programs based on individual tolerance and response. AI coaches can provide feedback on exercise form, pacing, and progression. Adaptive AI systems can adjust cognitive rehabilitation exercises to match changing abilities.

Read More: AI in Healthcare: Revolutionizing Patient Care… With Caution

Policy Considerations: A Comprehensive Framework for Action

Addressing the complex challenges of long COVID requires a multifaceted policy approach that spans healthcare systems, social services, employment protections, and research priorities. The following framework outlines critical areas for policy intervention:

Healthcare System Adaptations

• Clinical Guidance and Provider Training: Develop and disseminate standardized, evidence-based clinical guidance for long COVID diagnosis and management. Implement comprehensive training programs for primary care providers and specialists. Establish referral pathways to specialized post-COVID care centers when appropriate.
• Insurance and Coverage Reforms: Address insurance-related barriers to comprehensive long COVID care. Ensure coverage for interdisciplinary treatment approaches and rehabilitative services. Reduce administrative barriers for obtaining authorizations for specialized care.

Social Safety Net Expansion

• Disability Program Accessibility: Implement programs to prevent medical debt accumulation among long COVID patients. Expand Medicaid eligibility to improve access for vulnerable populations. Ensure access to nutrition assistance programs for food-insecure long COVID patients.

Workplace and Employment Protections

• Universal Paid Leave Implementation: Establish universal paid sick leave to ensure people can afford time off work for both acute COVID-19 recovery and long COVID management. Create extended medical leave programs for chronic conditions like long COVID.
• Workplace Accommodation Frameworks: Develop clear guidance for reasonable accommodations for long COVID under the Americans with Disabilities Act. Support implementation of flexible schedules, frequent breaks, and remote work options. Provide tax incentives for employers who implement comprehensive accommodation programs.
• Employment Retention Programs: Create return-to-work support programs specifically designed for long COVID patients. Establish vocational rehabilitation services tailored to long COVID-related limitations. Protect against discrimination for long COVID-related work limitations.

Research and Data Collection Improvement

• Disability Measurement Reform: Revise federal disability data collection standards to better capture long COVID. Current measurement methods miss up to 40% of severely affected individuals. Engage with the disability community and long COVID patients in developing new standards.
• Research Coordination and Funding: Establish a coordinated national research agenda on long COVID prevention, diagnosis, and treatment. Direct significant research funding toward understanding mechanisms and developing evidence-based interventions. Ensure patient-led research collaboration at all stages of research development.
• Health Equity Focus: Implement targeted outreach to underserved communities disproportionately affected by long COVID. Address social determinants of health that exacerbate long COVID outcomes. Ensure research cohorts reflect the full diversity of affected populations.

Meeting the Challenge Through Coordinated Action

Long COVID represents one of the most significant public health challenges to emerge from the COVID-19 pandemic, affecting millions of Americans across all demographic groups while disproportionately impacting already vulnerable populations. The condition’s multisystemic nature, variable clinical presentation, and substantial socioeconomic consequences necessitate a comprehensive and coordinated response.

While significant progress has been made in understanding long COVID’s epidemiology and clinical phenotypes, much remains unknown about its precise pathophysiological mechanisms, optimal treatment approaches, and long-term prognosis. This uncertainty should not, however, delay implementation of support systems for those currently affected.

By integrating conventional medical approaches with promising innovative technologies like AI, while simultaneously addressing the broader socioeconomic impacts through policy interventions, we can develop a more effective response to this complex condition. Crucial to this effort is centering the experiences and insights of long COVID patients themselves, whose lived expertise should inform both clinical approaches and policy development.

The path forward requires collaboration across healthcare systems, research institutions, government agencies, employers, and community organizations. Through such coordinated action, we can improve outcomes for those affected by long COVID while building systems better equipped to address similar post-infectious conditions in the future.

How Perficient Can Use AI to Help with Long COVID

Perficient can leverage AI solutions to address three key challenges of long COVID:

1. Reduce Administrative Burden Across Healthcare Systems

Long COVID represents a complex, multisystemic condition that creates significant diagnostic and treatment challenges. AI can help by:

• AI-Powered Diagnostic Support Tools: Developing systems that integrate data from multiple sources (symptoms, lab tests, imaging, wearables) to support more accurate diagnosis and phenotype classification of long COVID patients. This would help clinicians identify potential cases earlier and more accurately.
• Predictive Analytics for Risk Stratification: Creating algorithms that analyze large datasets to identify patients at highest risk for developing long COVID, detect subtle patterns in clinical data that predict disease trajectory, and forecast likely symptom progression.
• Insurance and Authorization Streamlining: Developing solutions to address insurance-related barriers to comprehensive long COVID care, reducing administrative barriers for obtaining authorizations for specialized care.

2. Reduce Administrative Burden for the Workforce

Many long COVID patients face employment disruptions, with 15% reporting stopping work or reducing hours and 24% limiting outside activities to conserve energy for work. Perficient can help by:

• Remote Monitoring and Management: Creating AI algorithms that process data from wearable devices to monitor symptoms, activity levels, and physiological parameters, enabling early detection of symptom flares and allowing for proactive intervention.
• Virtual Assistants and Support Tools: Developing AI-powered chatbots that provide personalized guidance on symptom management, medication adherence, and lifestyle modifications, reducing the need for frequent healthcare visits.
• Workplace Accommodation Support: Creating tools that help implement flexible schedules, remote work options, and appropriate reasonable accommodations under the Americans with Disabilities Act.

3. Reduce Time for Disability Benefits Processing

The emergence of long COVID has increased the number of Americans with disabilities, including invisible disabilities often overlooked by federal safety net programs. Perficient can help by:

• Streamlined Application Processing: Developing AI tools to reduce application processing times for benefits programs like Social Security Disability Insurance (SSDI).
• Documentation Assistance: Creating systems to help patients and healthcare providers prepare more complete disability applications with appropriate medical documentation of long COVID impairments.
• Enhanced Data Collection and Analysis: Developing improved disability measurement frameworks that better capture long COVID-related disabilities that are currently being missed by standard survey questions.

Moving Forward: A Coordinated AI-Enabled Response to Long COVID

Long COVID represents one of the most significant public health challenges to emerge from the COVID-19 pandemic, affecting millions of Americans across all demographic groups while disproportionately impacting already vulnerable populations. While we continue to expand our understanding of this condition, we cannot afford to delay implementing support systems for those currently affected.

By strategically deploying AI technologies, we can transform our approach to long COVID care on multiple fronts simultaneously. AI can help us develop more effective diagnostic tools, personalize treatment approaches, monitor symptoms remotely, predict disease progression, and streamline administrative processes. These technologies won’t replace the essential human elements of care but will enable healthcare providers to focus their expertise where it’s most needed.

Crucial to this effort is centering the experiences and insights of long COVID patients themselves, whose lived expertise should inform both clinical approaches and policy development. AI can help amplify these voices by identifying patterns across large patient populations and translating those insights into actionable care guidelines.

The path forward requires collaboration across healthcare systems, research institutions, government agencies, employers, and community organizations. Through such coordinated action, powered by thoughtful AI implementation, we can improve outcomes for those affected by long COVID while building systems better equipped to address similar post-infectious conditions in the future. Perficient is committed to being part of this solution, developing AI technologies that reduce administrative burdens, support the workforce, and accelerate benefits for those disabled by this condition.

Leverage AI to Drive Outcomes in Healthcare

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We are trusted by leading technology partners, mentioned by analysts, and Modern Healthcare consistently ranks us as one of the largest healthcare consulting firms.

Discover why we have been trusted by the 10 largest health systems and the 10 largest health insurers in the U.S. Explore our healthcare AI expertise and contact us to learn more.

Welcome to our new series on Universal Design for Pharmacies!  In this segment, we’ll explore the importance of Universal Design in Pharmacies for All Disabilities.

In the digital era, where pharmacies offer online tools for prescription management, health consultations, and customer support, ensuring that these platforms are intuitive and user-friendly is essential. The Web Content Accessibility Guidelines (WCAG) principle of Understandable is a cornerstone of accessible design, ensuring that all users can comprehend and interact with digital content. By aligning with this principle and adopting Universal Design practices, pharmacies can make their services more inclusive and effective.

What Does “Understandable” Mean?

The WCAG principle of Understandable focuses on ensuring that information, interfaces, and interactions on digital platforms are easy for users to comprehend and operate. This principle is especially crucial for individuals with cognitive disabilities, language barriers, or limited digital literacy, ensuring they can effectively engage with online pharmacy services.

Applying the Principle of Understandable in Pharmacies

Clear and Simple Language

• • Use plain, jargon-free language in all digital content. For example, instead of saying “adjunctive therapy options,” use “additional treatments that may help.”
  • Include glossaries or definitions for unavoidable technical terms.

Predictable Navigation

• • Maintain consistency in design across all pages of your pharmacy website. For instance, menus, buttons, and layouts should remain in the same location throughout to avoid confusion.

Input Assistance

• • Offer real-time guidance for customers filling out online forms, such as prescription refill requests. Include error messages that clearly explain the problem and how to fix it (e.g., “Please enter a valid date in MM/DD/YYYY format”).

Avoid Unexpected Behavior

• • Ensure that actions, such as clicking a button, lead to predictable outcomes. For example, a “Refill Prescription” button should not redirect users to unrelated pages or actions.

Readable and Organized Content:

• • Break content into small, digestible chunks using headings, bullet points, and visual separation. This helps users scan and locate relevant information quickly.

Language Preferences

• • Provide multilingual support to cater to diverse customer bases. Let users easily switch between languages on your digital platforms.

Accessible Captions and Instructions

• • Add concise and clear labels or instructions for interactive elements such as forms, dropdown menus, or icons. For example, a text field for date entry should include a label like “Enter your date of birth (MM/DD/YYYY).”

Avoid Overwhelming Visual Effects

• • Minimize the use of flashing elements, autoplay videos, or complex animations, which may confuse or overwhelm users with cognitive or sensory sensitivities.

Universal Design Principles Supporting Understandable Content

Equitable Use

• • Ensure that all users, including those with cognitive disabilities or limited literacy, can understand and operate digital pharmacy services without additional help.

Simple and Intuitive Use

• • Design interactive elements and content so that users instinctively know what to do, even if they are unfamiliar with the platform.

Tolerance for Error

• • Offer corrective suggestions for input errors. For example, if a customer enters an invalid prescription number, the system could suggest checking the number against their prescription receipt.

Benefits of Understandable Digital Platforms for Pharmacies

Improved Customer Satisfaction

• • Clear and predictable platforms create a positive user experience, building trust and loyalty among customers.

Increased Accessibility

• • Understandable design ensures that individuals with diverse abilities, including cognitive and learning disabilities, can access and use digital pharmacy services independently.

Better Health Outcomes

• • When customers can easily understand instructions for medications, appointments, and other services, they are more likely to adhere to their treatment plans, resulting in improved health.

Regulatory Compliance

• • Adopting WCAG guidelines ensures compliance with legal requirements such as the Americans with Disabilities Act (ADA), protecting pharmacies from potential lawsuits.

Enhanced Reputation

• • Pharmacies that prioritize accessibility and understandability demonstrate a commitment to inclusivity, fostering goodwill within the community.

The WCAG principle of Understandable emphasizes the importance of clear, predictable, and user-friendly digital platforms in pharmacies. By embracing this principle through Universal Design, pharmacies can ensure their services are accessible to all customers, regardless of their cognitive abilities or language proficiency. This approach not only benefits customers but also strengthens the pharmacy’s reputation as a socially responsible and inclusive healthcare provider.

Let’s create digital pharmacy platforms that everyone can understand and rely on.