a study of the role of communications in population health ...€¦ · a study of the role of...

A study of the role of communications in population health management:Perspectives from across the care continuum

Introduction and methodologyHospitals and health systems today face a range of complex challenges as they take on new levels of risk and innovate around different models of care. But this survey identifies a much more fundamental problem in improving population health – doctors and nurses struggling to get in touch with each other to coordinate care among themselves and with their patients.

While 98% of healthcare professionals (both clinical and administrative) feel improved communication with patients is required for effective population health management, and 95% believe that successful care collaboration leads to reduced readmissions, clinicians (physicians, nurses and case managers) feel hindered by a patchwork of antiquated or underutilized communication technologies, wasted exchanges and concerns about privacy and security.

The PerfectServe survey was conducted online by Harris Poll on behalf of PerfectServe between February 12 and March 6, 2015. The research was conducted among 955 healthcare professionals in the following occupations: hospitalist (n=150), primary care physician in an office (n=150), specialist physician in a hospital (n=102), specialist physician in an office (n=101), hospital administrator (n=170), office manager/practice administrator (n=81), nurse in a hospital (n=101), and case manager (n=100). Office-based respondents work in an office with 25 or more physicians.* Hospital-based respondents work in a hospital with 200 or more beds. Physician respondents are duly licensed in the state in which they practice. Data were not weighted and are only representative of those who completed the survey.

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* 9 Office Managers/Practice Administrators work in an office with fewer than 25 physicians.

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Demographics

HospitalistsCase managers

Nurses, hospital-based

Office managers

Hospital administrators

Specialty physicians, office-based

Specialty physicians, hospital-based

PCPs in large offices

Hospital-based

Office-based/private practice

16%

16%

11%

11%

18%

8%

11%

10%

35%

65%

Note: percentages exceed 100% due to rounding.

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Population health communications technologies

0% 20% 40% 60% 80% 100%10% 30% 50% 70% 90%

Follow-up patient phone calls

Online patient portals

Unified secure communication platform

Patient text reminders/updates

Telemedicine

Video conferencing

Remote coordination

Remote monitoring

Mobile care team communications

Remote consults

83%

74%

46%

41%

39%

36%

36%

32%

32%

31%

0% 20% 40% 60% 80% 100%10% 30% 50% 70% 90%

I have wasted valuable time attempting to communicate with the broader care team. (Asked only to physicians, specialists and hospitalists)

I have wasted valuable time attempting to communicate with the right physician for the particular situation. (Asked only to nurses and case managers)

Patient care is often delayed while waiting for important information about the patient

I often receive pages or calls that are of low priority which disrupt patient care

I do not always know the correct care team member (e.g. physician, nurse, therapist, etc.) to contact for the given situation

I am frequently erroneously contacted when I am not the physician caring for the patient or on-call at the time. (Asked only to physicians, specialists and hospitalists)

71%

71%

69%

67%

52%

48%

Total Hospitalist PCP, office

Specialty physician, hospital

Specialty physician, office

Hospital administrator

Office manager

Nurse, hospital

Case Manager

n=955 n=150 n=150 n=102 n=101 n=170 n=81* n=101 n=100

Follow-up patient phone calls

83% 77% 75% 75% 82% 86% 85% 94% 93%

Online patient portals 74% 64% 77% 69% 74% 74% 78% 84% 80%

Unified secure communication platform

46% 37% 48% 37% 44% 48% 48% 57% 50%

Patient text reminders/updates

41% 33% 46% 27% 38% 42% 54% 48% 40%

Telemedicine 39% 38% 17% 45% 25% 57% 27% 56% 42%

Video conferencing 36% 30% 15% 43% 33% 53% 30% 41% 45%

Remote coordination 36% 39% 24% 28% 32% 37% 31% 51% 48%

Remote monitoring 32% 29% 15% 34% 25% 42% 31% 51% 36%

Mobile care team communications

32% 33% 19% 23% 25% 40% 27% 48% 40%

Remote consults 31% 35% 18% 26% 23% 39% 28% 44% 37%

Summary of currently used technologies

83%FOLLOW-UP PATIENT PHONE CALLS

74%USE ONLINE PATIENT PORTALS

The most common communication technologies used today in optimizing population health management represent the tried and true: follow-up patient phone calls (83%) and online patient portals (74%) lead the pack.

Newer and more detailed remote and mobile technologies such as telemedicine (39%), remote coordination (36%), video conferencing (36%), remote monitoring (32%), mobile care team communications (32%), and remote consults (31%) lag these more traditional communications mechanisms.

* Low base size (n<100); results should be treated as directional in nature.

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Communication breakdown

Across the care continuum, patient care is impacted by ineffective communications.

0% 20% 40% 60% 80% 100%10% 30% 50% 70% 90%



Patient care is often delayed while waiting for important information about the patient

I often receive pages or calls that are of low priority which disrupt patient care

I do not always know the correct care team member (e.g. physician, nurse, therapist, etc.) to contact for the given situation


71%

71%

69%

67%

52%

48%




Nurse, hospital

Case Manager

n=704 n=150 n=150 n=102 n=101 n=101 n=100


71% 70% 67% 86% 64% – –


71% – – – – 73% 68%

Patient care is often delayed while waiting for important information about the patient.

69% 66% 64% 71% 64% 75% 75%

I often receive pages or calls that are of low priority which disrupt patient care.

67% 76% 55% 65% 66% 68% 72%

I do not always know the correct care team member (e.g. physician, nurse, therapist, etc.) to contact for the given situation.

52% 51% 53% 67% 56% 44% 40%


48% 61% 39% 48% 45% – –

Summary of agree – somewhat, strongly (base varies by statement)

71%OF PHYSICIANS WASTE TIME TRYING

TO COMMUNICATE WITH THE BROADER CARE TEAM

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A patchwork of communications technologies

Nearly three in 10 medical professionals (29%) are not satisfied with the technology their organization uses for secure communications. Of those who are dissatisfied, dissatisfaction with clinical communications largely arises from the fact that different members of the community use different technologies (68%) and/or that not all team members have access to secure communication technology (55%).

0% 20% 40% 60% 80% 100%10% 30% 50% 70% 90%

Not unified (NET)

Not all members of the community utilize the same technologies

Not all care team members have access to secure communication technology

The technology is outdated

The technology is not reliable

The technology is too complex

81%

68%

55%

36%

30%

24%

Summary of dissatisfaction with clinical communications

81%OF DISSATISFIED REPORT

DISSATISFACTION DUE TO A LACK OF UNIFIED COMMUNICATIONS

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Ineffectiveness of the EHR in clinical communications

As the level of complexity of the clinical information and/or the need to communicate outside the organization increases, the electronic health record (EHR) is used less frequently as the means of communication.

0% 20% 40% 60% 80% 100%10% 30% 50% 70% 90%

Electronic health record 22%

0% 20% 40% 60% 80% 100%10% 30% 50% 70% 90%


0% 20% 40% 60% 80% 100%10% 30% 50% 70% 90%


0% 20% 40% 60% 80% 100%10% 30% 50% 70% 90%


Total Hospitalist PCP, office Specialty physician, hospital


Nurse, hospital

Case Manager

n=704 n=150 n=150 n=102 n=101 n=101 n=100

Brief information/questions with physician care team members within my organization

22% 21% 41% 12% 21% 13% 13%

Brief information/questions with physician care team members outside my organization

10% 13% 11% 7% 8% 14% 5%

Complex/in-depth information/questions with physician care team members within my organization

12% 8% 23% 4% 14% 9% 8%

Complex/in-depth information/questions with physician care team members outside my organization

8% 9% 10% 5% 8% 9% 6%

Summary of EHR usage

Brief information/questions with physician care team members within my organization

Brief information/questions with physician care team members outside my organization

Complex/in-depth information/questions with physician care team members within my organization

Complex/in-depth information/questions with physician care team members outside my organization

8%USE THE EHR WHEN THE INFORMATION

IS COMPLEX AND THE KNOWLEDGEABLE PHYSICIAN IS OUTSIDE THE

ORGANIZATION

ONLY

0% 20% 40% 60% 80% 100%10% 30% 50% 70% 90%


0% 20% 40% 60% 80% 100%10% 30% 50% 70% 90%


0% 20% 40% 60% 80% 100%10% 30% 50% 70% 90%


0% 20% 40% 60% 80% 100%10% 30% 50% 70% 90%


0% 20% 40% 60% 80% 100%10% 30% 50% 70% 90%


0% 20% 40% 60% 80% 100%10% 30% 50% 70% 90%


0% 20% 40% 60% 80% 100%10% 30% 50% 70% 90%


0% 20% 40% 60% 80% 100%10% 30% 50% 70% 90%


0% 20% 40% 60% 80% 100%10% 30% 50% 70% 90%


0% 20% 40% 60% 80% 100%10% 30% 50% 70% 90%


0% 20% 40% 60% 80% 100%10% 30% 50% 70% 90%


0% 20% 40% 60% 80% 100%10% 30% 50% 70% 90%


12%

8%

22%

10%

22%

10%

12%

8%

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Security and privacy challenges

About three in five respondents (61%) believe that HIPAA regulations pose an obstacle to communication and collaboration within the care team.

0% 20% 40% 60% 80% 100%10% 30% 50% 70% 90%

Agree (NET)

Strongly agree

Somewhat agree

Disagree (NET)

Somewhat disagree

Strongly disagree

61%

15%

45%

39%

28%

11%





Office manager

Nurse, hospital

Case Manager

n=955 n=150 n=150 n=102 n=101 n=170 n=81* n=101 n=100

Agree (NET) 61% 66% 71% 67% 61% 52% 67% 50% 49%

Strongly agree 15% 19% 19% 22% 23% 9% 11% 10% 7%

Somewhat agree 45% 47% 51% 45% 39% 43% 56% 41% 42%

Disagree (NET) 39% 34% 29% 33% 39% 48% 33% 50% 51%

Somewhat disagree 28% 23% 24% 30% 36% 31% 27% 31% 29%

Strongly disagree 11% 11% 5% 3% 3% 17% 6% 19% 22%

To what extent do you agree or disagree that HIPAA regulations pose an obstacle to efficient communication and collaboration within the care team

61%BELIEVE THAT HIPAA IS AN OBSTACLE

TO CARE TEAM COMMUNICATION


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Secure communications – miles to go

0% 20% 40% 60% 80% 100%10% 30% 50% 70% 90%

Agree (NET)

Strongly agree

Somewhat agree

Disagree (NET)

Somewhat disagree

Strongly disagree

83%

53%

30%

17%

6%

12%

0% 20% 40% 60% 80% 100%10% 30% 50% 70% 90%

Several applications and technologies (e.g. texting, messaging, and phone, etc.)

One unified communications platform

Not sure

69%

20%

10%





Office manager

Nurse, hospital

Case Manager

n=955 n=150 n=150 n=102 n=101 n=170 n=81* n=101 n=100

Agree (NET) 83% 81% 83% 79% 85% 85% 86% 79% 82%

Strongly agree 53% 49% 42% 41% 49% 68% 65% 50% 61%

Somewhat agree 30% 31% 41% 38% 37% 18% 21% 30% 21%

Disagree (NET) 17% 19% 17% 21% 15% 15% 14% 21% 18%

Somewhat disagree 6% 6% 7% 10% 8% 2% 1% 5% 7%

Strongly disagree 12% 13% 11% 11% 7% 13% 12% 16% 11%





Office manager

Nurse, hospital

Case Manager

n=955 n=150 n=150 n=102 n=101 n=170 n=81* n=101 n=100

Several applications and technologies (e.g. texting, messaging, and phone, etc.)

69% 67% 63% 64% 68% 75% 73% 77% 70%

One unified communications platform

20% 17% 22% 23% 20% 19% 25% 14% 26%

Not sure 10% 17% 15% 14% 12% 6% 2% 9% 4%

To what extent do you agree or disagree that secure communication is a top priority at my organization

Which of the following does your organization have for secure communications

20%OF HEALTH SYSTEM ORGANIZATIONS HAVE A

UNIFIED SECURE COMMUNICATIONS PLATFORM

The vast majority (83%) believe that secure communication is a top priority at their organization, but over two-thirds (69%) report that there are several applications and technologies currently in use.



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Insights on effective communications for population health management

Terry Edwards, CEO, PerfectServeTerrell Edwards is the visionary founder and CEO of PerfectServe. As chief executive, Edwards has dedicated himself to delivering the most accurate, safe and efficient patient-care communication processes, and the most satisfying customer experience in the healthcare industry.

In 1997 Edwards invented and developed the version one prototype of the company’s industry-leading clinical communication and information delivery platform. Since then, he has successfully guided PerfectServe’s national expansion into more than 150 U.S. markets and attracted more than $30 million in venture capital to fuel the company’s growth and innovation.

Prior to starting PerfectServe, Edwards served as vice president of sales for Voice-Tel, a pioneer in the interactive voice messaging industry. Previously, he co-founded Milepost Corporation, a leading marketing communications firm that served Fortune 500 accounts in the automotive and manufacturing industries.

A multi-dimensional business leader, Edwards earned a bachelor’s degree in music at Bowling Green State University and a degree in theological studies at Lourdes College.

About PerfectServePerfectServe provides healthcare’s only comprehensive and secure communications and collaboration platform. The company’s solution unites physicians, nurses and other care team members across the continuum and facilitates timely interaction between them. The PerfectServe platform automatically identifies and provides immediate access to the right care team member, enabling effective population health management through communication-driven workflows.

More than 100,000 clinicians in organizations such as Advocate Healthcare, Ascension Health, Covenant Medical Group, Hoag, MemorialCare Health System, Orlando Health, St. Joseph Health System and WellStar Health System rely on PerfectServe to help them speed time to treatment, promote physician alignment, enhance the consult process, increase transition efficiency, provide nurses more time for direct patient care and reduce HIPAA compliance risk.

Headquartered in Knoxville, Tennessee, PerfectServe has been serving the needs of forward-looking healthcare provider organizations since 2000.

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The communication and collaborationplatform uniting physicians, nurses andother care team members – acrossthe continuum – and facilitating timelyinteraction between them.

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©2015, PerfectServe, Inc. All rights reserved. PerfectServe® is a registered trademark and PerfectServe Synchrony™ and Problem Solved™ are trademarks of PerfectServe, Inc. All rights reserved.

10024 Investment DriveSuite 200Knoxville, TN 37932

perfectserve.com866.844.5484@PerfectServe

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