six mistakes hospitals make with consumer texting apps
Post on 13-Apr-2017
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SIX MISTAKES HOSPITALS MAKE WITH CONSUMER TEXTING APPS
TERMS IN THIS PRESENTATION
• CPOE = Computerized Physician Order Entry• SMS = Short Message Service, a messaging standard
used for sending short text messages between mobile phones
• SMTP = Simple Mail Transfer Protocol, a messaging standard used for sending email
CRITICAL MESSAGES IN HOSPITALS:
NOT ALL MESSAGES ARE CREATED EQUAL
• Are time sensitive• Demand prioritization• Need to track opens and responses
1. NO INTEGRATION WITH DIRECTORIES & SCHEDULES
Integration With Hospital Directory/On-Call Schedules Consumer Messaging Apps
Strategic Secure Messaging Apps
Ability to message people using just their names vs. finding exact phone numbers Ability to message a function/role, such as the on-call specialist
Staff Inefficiencies: wasted time spent searching for contact information in various systems and locationsDelayed Patient Care: messaging the wrong phone number due to outdated information
DIRECTORY AND SCHEDULE INTEGRATION: A BETTER WAY
·····················
········Patient Sam presents at the ER with chest pain
Dr. Jones determines a consult is needed, and
contacts the on-call Cardiologist
Intelligent software references the directory and schedule to
see Dr. Wilson is on-call for Cardiology
From the app, Dr. Wilson calls back to Dr. Jones to consult, and
Sam is admittedDr. Wilson’s device
preferences state he would like to receive a
secure text
2. NO INTEGRATION WITH CLINICAL SYSTEMS
• Nurse call• Patient monitoring systems• Radiology information
systems (RIS)• Laboratory information
systems (LIS)Integration With Nurse Call and Patient Monitoring Systems Consumer
Messaging AppsStrategic Secure Messaging Apps
Allows a nurse to receive and respond to a patient request Ability to receive test results and patient monitoring alerts on mobile devices
Patient Michael is in pain and hits
his nurse call
Nurse Susan is busy with another patient and doesn’t respond to the
nurse call message
The unacknowledged message is escalated quickly to nurse Kathy, who uses a secure messaging app to
notify Dr. Johnson
Dr. Johnson puts in a pain medication
order via the CPOE system
Intelligent software knows that Nurse Susan is assigned
to Michael’s room
INTEGRATION WITH CLINICAL SYSTEMS: A BETTER WAY
3. CAN’T SEPARATE CRITICAL NOTIFICATIONS
• Personal and work messages are stored in the same location• It’s important that caregivers see
critical messages quickly
Separate Message Inbox Consumer Messaging Apps
Strategic Secure Messaging Apps
Allows a nurse to receive and respond to patient requests Ability to receive test results and patient monitoring alerts on mobile devices
Remote wipe
Pin code access
Encryption
4. MOST CONSUMER MESSAGING APPS ARE NOT SECURE
SECURITY AND ENCRYPTION
Security and Encryption Consumer Messaging Apps
Strategic Secure Messaging Apps
Encrypted message transport Ability to lock application and require PIN to get messages Ability to remove messages after a period of time/message threshold Ability to wipe all messages remotely in case of loss/theft, without wiping whole device
5. NO TRACEABILITY, ESCALATIONS, OR AUDIT TRAILS
• It’s important to know whether a message notification has been delivered and/or responded to
• Escalation to next-available caregiver is crucial if the primary contact is unavailableMessage Traceability/Escalations Consumer
Messaging AppsStrategic Secure Messaging Apps
Track status of message – when sent, delivered Track how recipient responded Automatically escalate unacknowledged message to intended recipient’s alternate device, or another individual, if no response in set amount of time.
CLOSED LOOP FOR CRITICAL TEST RESULTS
Results are sent immediately to the physician’s device and
includes audit trail
Results are critical. The patient’s physician
must be notified
Physician recommends patient has chest x-ray
Attending physician takes immediate action
Results are entered into Radiology System
1) Large pneumothorax
6. NO ADVANCED RINGTONE OR REPEAT NOTIFICATION ABILITIES
• Important for hospital staff to quickly identify critical incoming messages• Priority-based ringtones and alerts can
differentiate critical messages from ordinary messages
Priority Ringtones and Repeat Notifications Consumer Messaging Apps
Strategic Secure Messaging Apps
Different ringtones based on message priority Ability to override device’s silent mode for critical messages Limited Urgent messages can be set to be delivered repeatedly until user responds
CONSUMER TEXTING: SIX MISTAKES
1. They lack integration with directories and schedules
2. They lack integration with clinical systems3. They can’t separate critical notifications4. They aren’t secure5. They don’t provide traceability, escalations, or
audit trails6. They don’t have advanced notification
abilities
THERE’S A BETTER WAY
Secure texting apps offer encryption, adding extra layers of service and security
Secure texting apps can help close the communication loop
Consumer texting apps can help staff reach the right doctors with the right information
Secure texting apps keep critical notifications separate from casual conversations
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