secure texting for swift workflows
TRANSCRIPT
SECURE TEXTING FOR SWIFT WORKFLOWS
USED TO ACCESS PHI69% of providers use a mobile device to view
patient information, and 36% use mobile technologies to collect data at the bedside.
MOBILE DEVICES IN HEALTHCARE
ARE EVERYWHERE
Physicians are taking to smartphones nearly universally (96%) as the primary device to support clinical communication.
NEED MORE SUPPORT70% of physicians believe hospital IT orgs are making inadequate investments to address physician communication requirements at the point of care.
1. http://spyglass-consulting.com/press_releases/SpyglassPR_POC_Comm_Physicians_2014.v1.3.pdf2. http://www.himss.org/mobile-health-survey3. http://spyglass-consulting.com/press_releases/SpyglassPR_POC_Comm_Physicians_2014.v1.3.pdf
THE VALUE MOBILE BRINGS TO THE HEALTHCARE EQUATION
Spok Mobility Strategies in 2014 Survey: http://cloud.spok.com/IG-AMER-Mobility-Strategies-2014.pdf
THE MOBILE HEALTHCARE PROVIDER
From admit consultations to delivering
critical test results, patient safety and satisfaction depend on effective communication among clinicians
THE CHALLENGE
Making provider connections fast and efficient
THE PROVIDER PERSPECTIVE
O'Malley AS, Reschovsky JD. Referral and consultation communication between primary care and specialist physicians: finding common ground. Arch Intern Med. 2011;171(1):56-65.
“Physicians who did not receive timely communication regarding referrals and consultations were more likely to report that their ability to provide high-quality care was threatened.”
— Ann S. O’Malley, MD, MPH
IMPORTANT CONSIDERATIONS
Even today, with smartphones, tablets, and other mobile devices, clinicians are not always easy to reach
• Can staff quickly find contact information for the providers they need to consult with?
• Is the contact information current?
• Are on-call schedules kept up-to-date and accessible?
EMPOWERING MOBILE PROVIDERSSTREAMLINING COMMUNICATIONS WITH SPOK
• Give staff web access to the full employee directory
• Maintain on-call schedules with real-time updates
• Facilitate easy messaging to individuals or groups
• Reach the right person with the right message, on the right device, at the right time
WHAT’S MISSING WITH STANDARD TEXTING
• Staff directory integration
• Prioritization of critical messages
• Separation of patient and personal
• Audit trails and escalations
• Security for electronic protected health information (ePHI)
SECURE TEXTING FOR SWIFT WORKFLOWS
WORKFLOW IMPROVEMENTS WITH SPOK MOBILE
Providers need ability to respond to a message in way most appropriate for their workflow: text reply, image, call-back
Sending notifications directly to providers’ mobile devices helps staff rapidly triage critical patient conditions
TWO-WAY MESSAGING:
ALARM FATIGUE:
WORKFLOW IMPROVEMENTS WITH SPOK MOBILE
Message recipients can accept a message or indicate they are busy. If provider unavailable or does not acknowledge, Spok Mobile can escalate to next available provider
Spok Mobile keeps a full audit trail of messages and allows orgs to run reports on the timing of message delivery and acknowledgments from each device
ESCALATIONS:
AUDIT TRAILS:
PATIENT ADMIT — PHYSICIAN COMMUNICATIONS
COMMUNICATION BREAKDOWN
COMMUNICATION BREAKDOWN
TRADITIONAL WORKFLOW
When able, the nurse goes to patient’s room
Staff begins to track down the nurse
Patient presses nurse call button
Request goes to nursing station
Nurse follows up with appropriate action
NURSE CALL REQUEST
Nurse messages attending physician for instructions
Nurse calls patient to determine need (pain)
Patient hits nurse call button
Notification is automatically sent to nurse’s smartphone with patient’s room number
Patient receives medication...quickly
WITH
PATIENT ADMIT — PHYSICIAN COMMUNICATIONS
Patient complains of shortness of breath and chest pains
After initial testing, he’s admitted for observation
PATIENT ADMIT — PHYSICIAN COMMUNICATIONS
TRADITIONAL WORKFLOW
Nurse asks operator to page attending physician; Physician is unavailable
Time passes while patient remains in ED
ED physician and attending physician need to discuss patient’s case
Nurse asks operator to page attending physician
Admissions staff updates ADT system
ED physician and attending physician finally discuss case
COMMUNICATION BREAKDOWN
COMMUNICATION BREAKDOWN
PATIENT ADMIT — PHYSICIAN COMMUNICATIONS
WITH
Attending physician presses number in message to connect
with ED physician
Admit notification is sent to the attending
physician’s smartphone
Admissions staff updates the ADT system
Attending physician gathers information from the ED
physician and is now ready to visit patient
PATIENT ADMIT — NURSE COMMUNICATIONS
TRADITIONAL WORKFLOW
Staff assigns coverage for patient
Patient room assignment is updated in the nurse
call systemPatient is admitted
Time passes before nurse checks in with patient and
completes assessment
COMMUNICATION BREAKDOWN
PATIENT ADMIT — NURSE COMMUNICATIONS
WITH
System logs message receipt and acceptance
Nurse acknowledges messagePatient is admitted and nurse is notified on smartphone
Nurse completes assessment
CRITICAL TEST RESULTS MANAGEMENT: MANY TESTS, MANY RESULTS
http://www.asrt.org/main/standards-regulations/federal-legislative-affairs/state-and-federal-licensure-issues
http://wwwn.cdc.gov/futurelabmedicine/pdfs/2007%20status%20report%20laboratory_medicine_-_a_national_status_report_from_the_lewin_group_updated_2008-9.pdf
RADIOLOGY TESTS
LAB TESTS
Approx. 400 million radiology exams
are done in the U.S. per year
Approx. 6.8 billion lab testsare done in the U.S. per year
RESULTS ONLY MATTER IF THEY’RE RECEIVED
Of test results specifically cited as a factor in a malpractice case:
Journal of the American College of Radiology Volume 8, Issue 11 - November 2011 Pages 776-779
“Of malpractice cases ... 75% are communication related.”
MOST COMMON PROBLEMPatient didn’t receive test results
SECOND-MOST COMMON PROBLEMClinician didn’t receive test results
CLOSED LOOP FOR CRITICAL TEST RESULTS
TRADITIONAL WORKFLOW
After some phone tag, Radiologist speaks with the ordering physician
about the patient
Results are critical. Radiology tech attempts to contact ordering physician
Physician recommends patient has chest x-ray
Treatment begins
COMMUNICATION BREAKDOWN
CLOSED LOOP FOR CRITICAL TEST RESULTS
WITH
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 Spok
SPOK MOBILE: KEY BENEFITS FOR ADMINISTRATION AND IT
• Message to ANY type of device– Any device in the directory can receive a message
– Ease of use promotes adoption and compliance for HIPAA and HITECH
• Full traceability and record of message
• Create and manage message templates
• High availability options available
SPOK MOBILE: KEY BENEFITS FOR PHYSICIANS
• Access to the full directory from the user’s device
• Programmable preferences – Alert sounds and reminder frequency
– Coverage/forwards for escalation
• Notification of message acknowledgement
• Ability to directly call back for conversation
SPOK MOBILE: KEY FUNCTIONALITYA COMMUNICATION ADVANTAGE
WHAT DIFFERENTIATES SPOK MOBILE?
Efficiency
• Full integration with the hospital directory & on-call schedules
– Fast, accurate connections to other staff
• Separate inbox
– Prioritizes critical messages
– Keeps work separate from personal
• Status settings
• Integrated information indicators
• Integrated with wireless paging # and email address
WHAT DIFFERENTIATES SPOK MOBILE?
Technical differentiators
• Device diversity
– Smartphones, tablets, desktop / laptop
• Escalations for unanswered messages
• Programmable templates
• Receive alarms and alerts from nurse call, patient monitors, Lab, Radiology and EMR systems
SIMPLICITY – APPEALING TO BUSY CLINICIANS
• Easy to register by e-mail
• Mobile app and directory authentication
• Intuitive
COMMUNICATIONS IN THE ERA OF MOBILETEXTING AND SECURITY
WHY PROVIDER COMMUNICATION MATTERS
• Communication ranks in the top three causes contributing to sentinel events (as reported to The Joint Commission)
• The Joint Commission says texting is unacceptable for treatment orders
– Cannot verify identity of sender
– Need to keep the original message as validation for medical record entry
SMARTPHONES
• Make clinicians more accessible
• Improve many clinical workflows
• Facilitate voice and text-based communications
SECURITY AND ENCRYPTIONPROTECTING SENSITIVE INFORMATION WITH SPOK MOBILE
• Provide security for ePHI
• Meet HIPAA and HITECH Act guidelines with a business associate agreement (BAA)
• Encryption via SSL connection – application, as well as data during transit and storage— Text, images and video files
• Remote device wipe and automated message removal
• Application screen lock and access code
SPOK MOBILE: HOW IT WORKS
SENDING
• Free-form texts or programmable templates available
• Attach an image or video
RESPONDING
• Free-form texts or programmable templates available
• VoIP integration to connect for a conversation
TRACKING
• Within the app = received, and accepted or declined
• Web portal = full audit trail
– Queued – received by server– En Route – sent via network– Delivered – received by device– Acknowledged – accepted
by recipient
DEVICE GROUPS
Quickly manage settings on multiple devices
DIRECTORY LOOKUP & DELIVERY RECEIPT
• Easy searching for:
– Person
–On-call staff
–Group/team
• Clearly see the status of messages sent from device
–Delivered, Acknowledged, Declined, Failure
– Receipt notification
SERVER-SIDE TEMPLATES
Manage and deploy standard templates across your organization
WI-FI COMMUNICATION
BENEFITS
Improve connectivity in dead spots within building
Backup for cellular coverage
Support Wi-Fi-only scenarios for in-building coverage
Conserve costs by not using cellular data plan as often
Wi-Fi
INTEGRATING WITH THE TECHNOLOGY YOU USE
ONSITE DEVICES
POINT-OF-CARE, PATIENT SAFETY
NURSE CALLACUTE CARE
NURSE CALLASSISTED LIVING
WIRELESS DEVICES & CARRIERS
Rauland-BorgDukaneSimplexGrinnellJeronHill-RomTycoRF TechnologiesWest-CallAustoCoGE SecurityIntego
HomeFreeTel-TronStanley Senior TechnologiesTekToneHoneywellBuilding AutomationWormaldRF Technologies
PhilipsGESpacelabsMasimoTeleTrackingPremiseHugsSiemensSwisslog
PolycomSpectralinkKirk DectCiscoVoceraAlcatel-LucentAdaptiveAscomNortelAvayaNEC
AppleAndroidCiscoBlackBerryVerizonAT&TSprintSpok
CASE STUDIES
CASE STUDY
“We’ve used [Spok’s] contact center solutions for years, and now can layer on the encrypted smartphone communications and clinical alerting with Cisco and Rauland to boot.”
Bob AdamsInformation Services Director, Bay Area Hospital
• Selected Spok to provide full patient care communications for a hospital expansion
• New layout designed to help nurses spend more time on direct patient care
• Using Spok Mobile for staff messaging combined with Cisco wireless IP phones and iPhone/Android smartphones
Bay Area Hospital
CASE STUDY
“[Spok Mobile] and the contact center solutions have helped us reduce the amount of time spent tracking staff members down and allows for more efficient and accurate communications.”
Frank GarceaDirector of IT Infrastructure, St. Michael’s Hospital
• Using iPhone, Android, and BlackBerry devices
• Key component of selection decision was the ability of physicians to acknowledge and respond to a message on a smartphone or tablet
• Spok Mobile integrates with hospital’s Cisco phone system and Spok console/web directory to improve staff communication facility wide
St. Michael’s Hospital
CASE STUDY
“Spok clinical alerting and secure texting bring everything together for our clinicians and make it easier for them to do their jobs effectively. As we grow and the building gets bigger, we have to make sure our communications are efficient. It’s critical to patient care and important for staff satisfaction.”
Paul DonnellyDirector of Safety, Security, and Emergency Management, Saint Agnes Hospital
• Recently completed a $200 million-plus expansion emphasizing patient safety in a high-quality healthcare environment
• Long-time user of Spok operator console, web directory, on-call scheduling, and pagers, recently chose to add clinical alerting and secure texting, linking call center and clinical solutions
Saint Agnes Hospital
SPOK MOBILE 4.0 OVERVIEW
• Allows staff to message anyone in the organization’s directory
• Lets staff receive alarms and alerts from nurse call, patient monitors, Lab, Radiology and EMR systems
• Available on premise or hosted in the cloud
• Provides a full audit trail
– Messages, receipts, acknowledgements, escalations
• HIPAA-compliant solution for critical messages
– Text, video, photos
• Improved efficiency and swift workflows
LEARN MORE
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