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FIVE RECOMMENDATIONS FOR IMPROVING CLINICAL COMMUNICATION

Real-time, contextual communication improves patient outcomes, care team
collaboration and the clinician experience.
By: 

April 18, 2022
09:00 AM
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Credit: DjelicS/Getty Images

Seconds matter in healthcare. A patient who experiences a stroke, for example,
has a lower chance of functional independence and an increased likelihood of
mortality when treatment is delayed. The same is true for heart attacks, sepsis
and many other medical conditions: time is of the essence.

“Faster response equals better outcomes for the quality and cost of care,” said
Will O’Connor, MD, Chief Medical Information Officer (CMIO), TigerConnect. The
key to faster response times is an effective clinical communication system.
“Real-time, contextual clinical communication is the gold standard,” he noted.

On the other hand, poor clinical communication leads to negative patient
outcomes, inefficient workflows and clinician burnout. “Root cause analysis
shows that a majority of the errors that cause harm to patients are caused by
errors of communication,” said O’Connor.

For all these reasons — the impact on patient care, care collaboration and
clinician experience — effective clinical communication is key to the success of
healthcare organizations (HCOs). O’Connor shared five recommendations to help
HCOs improve clinical communication.

1. Do not use the EHR for clinical communication. EHRs are essential for
hospital operations and most include a communication feature. However, O’Connor
said, it is a mistake to rely on the EHR for clinical communication. EHRs are
not designed to provide the real-time, contextual communication needed by
clinicians. In addition, EHR systems exclude care team members outside of the
hospital system, like a primary care physician in private practice or a family
caregiver. Finally, EHR communication features are often awkward to access and
use — which is why many clinicians devise workarounds. “The most successful
deployments of clinical communication technology replicate the consumer
communication experience,” said O’Connor. “That is something that an EHR does
not do.” However, a well-designed clinical communication system not only
replicates the consumer communication experience in ease of use, but it also
adds value with features that support privacy, security and care collaboration.

2. Use one clinical communication platform across the organization. “When an
organization decides which clinical communication system they will use, they
need to implement it across the organization and make its use mandatory for
everyone,” he said. After an effective clinical communication system is
implemented, “the evidence of improvement quickly becomes so overwhelming that
no reasonable person can deny it is the right thing to do.” In other words,
making the use of the application for communication between care teams mandatory
gives the system the opportunity to prove its benefits and indispensability to
all stakeholders.

3. Eliminate pagers. “The healthcare industry is the only major industry that
still relies on this obsolete technology,” he pointed out. Pagers are expensive,
inefficient and disruptive to the patient and clinician experience. Furthermore,
they are an unreliable means of communication because there is no way to verify
whether the recipient received the page or when they might reply. O’Connor
recommends replacing pager-based communication with a clinical communication
system that leverages Wi-Fi. A Wi-Fi-based system can include default settings
that indicate whether recipients have received a notification, as well as
whether they have viewed the notification. This supports transparency in
communication. This approach presupposes that the organization will conduct an
evaluation of Wi-Fi coverage across all facilities to identify and remediate
dead spots. Not only does this ensure the clinical communication system will
work, but also that all other Wi-Fi dependent tools — such as the EHR — are
supported as well.

4. Consolidate clinician on-call schedules. Most health systems have multiple,
disconnected ways of documenting on-call clinicians, ranging from Excel
spreadsheets to the whiteboard in the patient room.

“The question, ‘Who is covering this patient?’ gets asked a thousand times a day
in health systems across the country,” said O’Connor. “And it’s not just about
the physician on-call, it’s also about who is covering from a nursing
perspective, who is the nurse manager, who is the physical therapist and so on.”
Consolidating and digitizing on-call schedules and making them accessible
through the clinical communication system can pay off in terms of increased
efficiency and better and faster decision making. “This is an area of
opportunity for everyone,” he emphasized.

5. Start now. “Nursing and physician burnout are at historic highs,” O’Connor
pointed out. “Installing a clinical communication system that ensures the right
information goes to the right people in real time has a profoundly positive
impact on the caregiver experience and goes a long way toward helping with
stress and burnout.”

For more information on improving clinical communication visit:
www.tigerconnect.com.

Topics: 
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