six mistakes hospitals make with consumer texting apps

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SIX MISTAKES HOSPITALS MAKE WITH CONSUMER TEXTING APPS

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Page 1: Six Mistakes Hospitals Make With Consumer Texting Apps

SIX MISTAKES HOSPITALS MAKE WITH CONSUMER TEXTING APPS

Page 2: 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

Page 3: Six Mistakes Hospitals Make With Consumer Texting Apps

CRITICAL MESSAGES IN HOSPITALS:

NOT ALL MESSAGES ARE CREATED EQUAL

• Are time sensitive• Demand prioritization• Need to track opens and responses

Page 4: Six Mistakes Hospitals Make With Consumer Texting Apps

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for contact information in various systems and locationsDelayed Patient Care: messaging the wrong phone number due to outdated information

Page 5: Six Mistakes Hospitals Make With Consumer Texting Apps

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

Page 6: Six Mistakes Hospitals Make With Consumer Texting Apps

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

Page 7: Six Mistakes Hospitals Make With Consumer Texting Apps

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

Page 8: Six Mistakes Hospitals Make With Consumer Texting Apps

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

Page 9: Six Mistakes Hospitals Make With Consumer Texting Apps

Remote wipe

Pin code access

Encryption

4. MOST CONSUMER MESSAGING APPS ARE NOT SECURE

Page 10: Six Mistakes Hospitals Make With Consumer Texting Apps

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

Page 11: Six Mistakes Hospitals Make With Consumer Texting Apps

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.

Page 12: Six Mistakes Hospitals Make With Consumer Texting Apps

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

Page 13: Six Mistakes Hospitals Make With Consumer Texting Apps

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

Page 14: Six Mistakes Hospitals Make With Consumer Texting Apps

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

Page 15: Six Mistakes Hospitals Make With Consumer Texting Apps

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