Communications Platform Nicholas E. Perkins, DO Assistant Clinical - - PowerPoint PPT Presentation

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Communications Platform Nicholas E. Perkins, DO Assistant Clinical - - PowerPoint PPT Presentation

Aug 25, 2022 195 likes •424 views

Driving User Adoption for a Healthcare Communications Platform Nicholas E. Perkins, DO Assistant Clinical Professor of Medicine University of South Carolina School of Medicine - Greenville Hospitalist & Physician Informaticist Greenville

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Driving User Adoption for a Healthcare Communications Platform

Nicholas E. Perkins, DO Assistant Clinical Professor of Medicine University of South Carolina School of Medicine - Greenville Hospitalist & Physician Informaticist Greenville Health System

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Defining the Problem

GHS Physician Informatics Study: “Evaluating Changes in Efficiency & Reliability of Provider Communications” regarding current paging/communication system perceptions.

Job Location(s) Job Role Breakdown IP/OP OP

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Defining the Problem “The current system is a secure communication tool that allows me to relay protected patient information.”

Only ~25% knew our old solution was not secure

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Defining the Problem “I am able to verify the communication was successfully sent and received.”

54% Never/Rarely 26% Frequently/Always 20% Occasionally

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Defining the Problem

  • 331 respondents
  • Average 4.79 pages per shift
  • Cumulative average of 1,703

minutes, or 28.39 hours, are spent paging each shift.*

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Implementation Theory Technology Acceptance Model (TAM)

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Project Goals

  • Implement an easy-to-use

communications platform

  • Provide a standardized point of

contact

  • Develop integrations with key

systems

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Project Goals Success Depends on User Adoption, so we need to align the technology with clinician workflows.

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Pre-Rollout Strategy Formation of clinician led discovery team

  • Review current paging/call systems and communications

workflows.

  • Identify optimal strategies for various departments and roles.
  • Create a universal system paging protocol to guide further

build.

  • Design hospital rollout timeline.
  • Largest part of the project thus far.
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Pre-Rollout Strategy

  • Toolset

– HIPAA compliant texting/VOIP – Integrated on-call schedules/pagers – Clinician directory – EPIC integrated communications – Hill-Rom communications

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Building Improved Workflows

  • Finding the right provider

Contacts Directory Via Name Via Scheduling Platform On-Call Integration

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Building Improved Workflows

  • Connect on-call schedules to “find the right provider.”

– All on-call schedules are viewable within Telmediq – Maintenance of on-call schedules can be delegated to administrative

  • ffice staff

Web Console View

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  • Finding the right provider

Alternatively, you can just send the page to the service. The system will automatically pull the correct provider.

1 2

Telmediq Project

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  • Using the right communication mechanism (Secure Message)

Messaging Types (Guide required fields & alerting/escalation policies) Pages automatically allow 2-way secure texting

Building Improved Workflows

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  • Using the right communication mechanism (VOIP/Cellular)

Call a virtual service number Call a provider directly

Both methods reach the correct provider

Building Improved Workflows

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Mobile Client Settings Admin Interface

Building Improved Workflows

  • Using the right notifications and escalations

– Provide adequate mechanisms to notify a provider. – Align with enterprise paging policies. – Ensure messages are re-routed to another capable provider if the first contact fails for any reason.

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Project Pilot

  • Initial pilot of ~200 users at community hospital

– Hospitalist Group (3 MDs, 1 PA Daily). – Nursing, Unit Secretaries, Radiology Techs. – Started Feb 2017,

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Project Pilot

  • Minimize notifications and

escalations unless absolutely necessary.

  • Build out on-call schedule integration

before paging roll out.

  • Design quick tutorials (videos,

handouts, 1-page PDFs) for clinicians by role.

  • Deeper training for those who desire

it. – Periodic web conferences

  • Open door policy for direct

communication of recommendations and complaints.

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Project Pilot

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Project Expansion

  • Messaging now open to all

providers.

  • Overwhelmingly the system

has been readily adopted.

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Then Now

Messages 100 – 200 daily 500 – 1,100 daily Users ~200 >1,300

Project Expansion

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Telmediq Project Interested in learning more? Connect with us:

Nicholas Perkins, DO Greenville Health System nperkins@ghs.org Ben Moore, CEO & Founder Telmediq ben@telmediq.com

Thank you!