3 “must-haves” for simplifying complex clinical communications

Part 3 of a 3-part series in conjunction with our nurse leadership webinar series.

Imagine a world where you launch the EMR, review a patient’s chart, and want to discuss it with the covering cardiologist that day. You click a link for the cardiologist within the EMR and it references that provider’s group workflow processes, reviews their schedules and monitors their momentary status to direct you to the correct provider. Then you type your message. The patient’s information is pulled from the EMR and is securely routed to the recipient based on their contact preference in that moment. It can happen – but this is not the norm in most healthcare facilities today.

Practicing medicine today is complex – clinicians need to consider an ever-changing landscape, federal and state regulations, not to mention the many different innovations designed to help streamline everything from care delivery to reimbursement. Adding to the complexity are the many different providers treating patients, working across various care settings with large care teams.

Given the vastness of these care networks, it can be daunting – albeit necessary – to coordinate care. One way to help connect clinicians in all care settings and improve care team collaboration is through a comprehensive communication solution.

It’s important to first understand why clinical communication is complex and why many of the technologies implemented today aren’t solving the issues clinicians are facing. Factors such as the patient’s reason for contact, the physician’s location, team coverage, degree of urgency and unassigned ER calls all impact the communication process.

Looking across varied care settings, people, processes and preferences also differ. Between inpatient and outpatient facilities, medical group practices and post-acute care, there are many variations in care team communication strategies and approaches that make it prone to gaps and breakdowns. In fact, one of the most frustrating parts of a nurse’s job is the daily battle to determine the correct covering provider.

In this complex environment with so many participants, the continuum of patient care demands that communication solutions span much further than the four walls of a hospital or practice. And as healthcare delivery models change, it’s imperative that care coordination, and the communication that drives it, be streamlined and efficient across all of these settings. When looking for a platform to simplify clinical communication, healthcare organizations should keep the following three “must have” capabilities in mind:

  • Span the entire care continuum: A comprehensive solution must address the needs of all care team members across all types of settings – from a single hospital to a multi-site system, as well as outpatient practices and care settings. They all have different demands and communication requirements. For example, larger practices and hospitals need advanced directory capabilities to bring the opportunity to coordinate care based on facility, group or ACOs, with the appropriate workflow processes built in. In addition, the solution should have the ability to generate real-time patient updates – such as when the patient presents to the emergency department, is discharged home, or when important results are available. This is essential to timely coordination of care. Finally, it’s imperative that the communication solution connect to the organization’s other HIT systems to maintain integration for alarms and alerts, such as if stroke team is activated. It’s critical that covering providers respond quickly and that a back-up process is in place.
  • Provide a standardized, yet flexible way to communicate: Clinicians should have flexible, yet standardized communication options that allow their messages to be routed appropriately and securely, and account for today’s technology. Gone are the days of referencing binders, faxed schedules or notes taped to the wall or desk. Once the communication process is initiated, the process should seamlessly connect you with the correct covering provider for the clinical situation at hand – whether through call, text or via a mobile app.
  • Address process complexities with intelligent routing: Schedules, workgroup rules, team mobilization requirements and escalation paths should all be configured so that you are connected to the right care team member with real-time accuracy. A solution with dynamic intelligent routing is able to deliver messages at the right time, to the right person in any given clinical situation. Clinicians should be able to customize based on their device and delivery preferences, and make changes based on their activity (e.g., what to do with a call while in the OR).

The goal is simple: Remove the variability, the hand offs and the touch points that introduce risk and opportunities for communication breakdowns. Initiate the communication in the manner you wish, and let the process connect you to the correct covering provider for your clinical situation at any moment in time.

While efficient clinical communication is a challenge, the right solution can lead to tremendous benefits for every care team member, as well as the organization. The solution must be comprehensive, providing standardization and the ability to streamline the communications process. By implementing technology that addresses these three areas, healthcare organizations will not only be able to improve clinical communication, but will ultimately improve the experience for patients, and the extended care team.


Interested in learning more? Read part 1 and part 2 of this series on nurse leadership in care team collaboration.

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