Clinical Collaboration Systems for Hospitals—Complete Guide

Collaboration SystemsClinical communication and collaboration are critical to a healthcare organization’s delivery of effective patient-centered care. But for healthcare leaders looking to make a tangible impact on key performance metrics, terms like “clinical collaboration” and “care team communication” can feel a bit abstract.

Some may question:

What’s the best way to improve care team communication? Is it as simple as HIPAA-compliant text messaging? Is there more to “clinical collaboration” than juggling workarounds and niche vendors?

Whether you’d like to understand the effect that communication can have on patient care and clinician satisfaction, you’re trying to choose the best clinical communication app, or you just need to know where to focus first, this guide can help.

Index

Impact of Communication in Healthcare | Improving Communication and Patient Safety | Top Digital Solutions | Choosing the Right Solutions | Infographic: 8-Step Overhaul Checklist | Future of Technology in Healthcare

What is the impact of communication in healthcare?

80% of all medical errors involve miscommunication.1

Healthcare communication, sometimes known as clinical communication and collaboration (CC&C), is one of the most essential—and deceptively complex—aspects of patient care. The quality and speed of patient care delivery rely on the care team’s ability to communicate critical information accurately and rapidly.

Yet 14% of messages go to the wrong clinician at the wrong time.2

Poor communication is a key contributor to:

  • Medical Errors
  • Care Delays
  • Declining Patient Satisfaction
  • Increasing Provider Burnout

Patient expectations, which are critical in shaping their experience with healthcare organizations, continue to evolve in the age of value-based care. Mistakes, care delays, confusion, and frustration among care teams impact patient outcomes and are now reflected in HCAHPS scores and CMS reimbursements.

Joining patient satisfaction is the priority of provider satisfaction and its impact on burnout and turnover. Recently, pandemic-related surges in patient demand and declining resource availability have made care coordination more exhausting, making smooth collaboration more essential in combatting burnout.

Improving Clinical Communication and Patient Safety

Hospitals and health systems looking to improve clinical communication and patient safety should start by taking an honest look at the workflows and potential gaps that exist within and across your organization’s various roles and departments.

Where are your opportunities for improvement? Think about answers to the following questions.

Accelerating Speed to Care

  • Does communication at your organization always reach the right provider in a timely manner?
  • Could your teams accelerate speed to care by reducing the number of steps in the existing communication workflows?

Eliminating extra steps reduced UT Medical Center’s time to initiate clinical communication by 76.3%.

Reducing Provider Interruptions

  • Do physicians get nonurgent interruptions during patient encounters, surgery, or other critical moments while administering care?
  • Do your providers have the ability to “unplug” and recharge during their time off to help prevent burnout, or do they get interrupted with misdirected communication?

Burned out physicians are 2x as likely to be involved in patient safety accidents.

Enhancing Patient and Family Communication

  • Do you provide appointment reminders or virtual check-in to support patient safety and satisfaction?
  • Can nurses easily and securely communicate with patients and update their family members?

Texting patients helped Park Nicollet reduce patient readmissions by 32% and cut nurse phone calls by 25%.

If you answered “No” to any of the questions above, you have identified an opportunity for improvement. Fortunately, healthcare technology has come a long way in a short period of time, and it is easier than ever to replace siloed tools and systems with integrated clinical collaboration solutions.

What are the top digital solutions for clinical communication?

The simplest answer is: It depends. There are various clinical collaboration tools that exist to serve specific purposes. Since each health system, hospital, and even department has unique needs, the best choice is to work with a solution that offers broad integration capabilities. Select a vendor that operates as a care delivery partner and has the agility to evolve with your organization’s needs over time.

Identifying the right clinical collaboration system for your organization will require collaboration among your internal leadership if you hope to minimize your vendor footprint, avoid creating more silos, and maximize ROI.

How to Choose the Right Clinical Communication Software

Sometimes for hospitals and health systems, the hardest part about improving clinical communication and patient safety is figuring out where to start. To help, we created a checklist infographic summarizing the eight steps to a strategic clinical communication upgrade outlined by Julie Mills, DNP, MBA, RNC-OB, C-EFM, Sr. Director of Clinical Solutions at PerfectServe.3

8 Steps to a Clinical Communication Upgrade

  1. Create a multidisciplinary decision-making team.
  2. Calculate the financial impact.
  3. Start your list of requirements with HIPAA compliance.
  4. Recodify time-tested policies.
  5. Pilot while priming physician buy-in.
  6. Work through communication workflows.
  7. Choose your hardware.
  8. Create a closed loop for continual improvement.

Want more detailed information about completing each step to shape your clinical communication strategy? Download our clinical communication checklist.

What is the future of technology in healthcare?

Technology will continue to provide new and better ways to support healthcare processes, streamline clinical communication, and enhance patient safety. That’s why it is important to be selective when considering new vendors and systems. The right choices can unify and simplify care team collaboration, but the wrong choices could add silos, waste resources, and impede patient-centered care.

Prioritize integration and look for solutions that unify as many workflows as possible—clinical communication, provider scheduling, patient communication, patient family updates—into one user-friendly platform accessible from anywhere on any device.

Sources

  1. Joint Commission Center for Transforming Healthcare Releases Targeted Solutions Tool for Hand-Off Communication, Aug. 2012: jointcommission.org
  2. Paging Dr. Right, ACP Hospitalist, Stacey Butterfield, May 2012: acphospitalist.org/archives/2012/05/success.htm
  3. Checklist for a successful clinical communication overhaul, Nursing Management, Mills, Julie MBA, RNC-OB, C-EFM, Vol. 52, Issue 1, p. 10-13, Jan. 2021: journals.lww.com/nursingmanagement/Fulltext/2021/01000/Checklist_for_a_successful_clinical_communication.4.aspx#

Partnering With Our Customers to Accelerate Speed to Care

Covid Year in Review

The past 12 months have been difficult in more ways than we can count. But, while we lament the struggles and mourn the hundreds of thousands of lives lost in the United States, we can also take stock of the victories, accomplishments, innovations, and breakthroughs achieved in the age of COVID-19. We can even appreciate some of the ways healthcare has changed for the better.

To quote our Chief Clinical Officer Kelly Conklin, who spent 20 years as a trauma and ER nurse, “These ‘unprecedented times,’ challenging and sad though they’ve been, are the impetus for a lot of promising change in the world of healthcare, and I’m optimistic that the ‘new normal’ is going to be a friendlier, more convenient, and more modern experience.”

COVID-19 Demanded a Flexible Response

At PerfectServe, our COVID experience has been focused on supporting the hundreds of healthcare organizations that use our technology every day. Infectious disease doesn’t ask permission to spread, so deploying PerfectServe’s technology quickly and effectively has been key to our efforts. We started with an offer of free software and services for customers. As time went on, use cases became more varied.

Initial Wave in March 2020

  • Supported curbside testing coordination.
  • Built a new platform to enable hospitals on lockdown to communicate with patients’ family members from the core PerfectServe system.
  • Facilitated news, announcements, and other mass communication for employee and clinician alignment on treatments, procedures, and protocols. (Core communication traffic increased by 400%.)

Mid-Pandemic

  • Reduced infection risk for clinicians by allowing them to use their mobile devices to round on less acute COVID patients.
  • Enabled quick and app-less telehealth visits as clinics remained closed.
  • Offered a Rapid Surge Scheduling solution to help organizations easily build and update provider schedules as available staff, patient load, and even hospital facilities changed rapidly.

Reopening

  • Enabled a virtual waiting room capability to help clinics adhere to safety protocols as certain facilities reopened

Vaccine Rollout

  • Facilitated the communication of vaccine procedures and distribution of information within clinical care teams.
  • Currently leveraging Lightning Bolt’s Access Optimization capability to build optimized provider schedules based on time taken to vaccinate patients—using average vaccination throughput as a driver for provider schedule creation.

The growing list of new use cases reflects how PerfectServe has embraced the agility required to be an effective technology partner for healthcare organizations. To echo Sachin Jain’s recent column for Forbes, Change does not have to be slow, plodding, and hyper-rational. At the height of the COVID-19 crisis, healthcare organizations showed remarkable agility because the situation demanded it.”

We know how important communication and coordination are for care delivery, and we’ve delivered solutions that meet the needs of a once-in-a-century moment.

  • Pull together a team to launch a new patient communication platform in a few weeks?
    We can do that.
  • Rethink our implementation protocols to execute a virtual multi-site go-live for a large health system?
    We can do that too.
  • Launch an easy-to-use, fast-to-deploy video visit platform that enables providers to reach more of their patient population while in-person visits are discouraged?
    We’re on it—and we’ll do it quickly.

A couple of customers shared some thoughts about the support PerfectServe provided as their organizations ramped up COVID-19 response efforts:

“When COVID hit, we had to look for alternative virtual solutions in an attempt to connect with all of our patients. PerfectServe was able to quickly help us stand up their video platform to assist in certain situations. They were able to understand and meet our patients’ needs.”

– Andrew Bradford, Director of Virtual Health, St. Elizabeth Physicians

“As far as COVID support from PerfectServe, implementing the Lightning Bolt Rapid Surge Scheduling solution was a very simple process. I was able to add and change assignments as needed, which I have always been able to do, but the most helpful was when we had to add more support personnel on the fly. Having that flexible scheduling capability was critical during such an uncertain time, and the whole PerfectServe team was a huge help.”

– Sandee Leslie, Practice Program Coordinator, St. Luke’s Health System (Nampa and Meridian Medical Centers)

Amplifying Diverse Voices

2020 challenged companies to think differently in many ways. We’ve been reminded time and time again that recognizing and amplifying diverse voices makes a business stronger, wiser, and more inclusive. PerfectServe’s Diversity & Inclusion (DE&I) Advisory Council led the charge to adopt a revamped diversity charter for the company, and a simple but powerful new motto permeates all DE&I efforts:

“Different is Perfect.”

PerfectServe works with hospitals and practices in every corner of the country, and we want our team members to reflect the diversity of thought, background, and experience that we see in our customers—and our customers’ patients—every single day. This work never ends, and our CEO, Guillaume Castel, constantly emphasizes the egalitarian nature of healthcare:

“No matter who you are, where you come from, what you believe, or what you look like, we all need care at some point in our lives.”

– Guillaume Castel, Chief Executive Officer, PerfectServe

Healthcare affects everyone, and that means everyone should have a seat at the table.

To recap, a lot has been learned in the last year:

  • We listened closely to customers so we could address their most pressing needs with our solutions—and we created new solutions along the way.
  • We tweaked, reworked, and updated processes to get work done more efficiently than ever in a virtual environment.
  • We found new ways to reinforce a company culture that starts with inclusivity and committed to growing on that momentum.
  • We saw real life in stark relief as Zoom calls were graced with—not interrupted by—pets, family members, friends, and everything in between.

More than 100 million COVID vaccine doses have now been administered in the United States, and as a glimmer of normalcy looms on the horizon, rest assured that PerfectServe will emerge from the pandemic with clarity of purpose and a steadfast commitment to customers: With our technology and the talented employees who make our company tick, we will continue to accelerate speed to care by making collaboration more intuitive, scheduling more optimized, and communication more effective.

Would you like to learn more about how we can help your organization thrive with better communication, scheduling, and/or collaboration?

How to Manage Complex Radiology Scheduling

Radiology scheduling is highly complex, with teams scheduling providers across numerous specialties and locations. As a result, building the schedule is a task often reserved for physicians or administrators with deep knowledge of how their teams operate. Without leveraging the right tools to build schedules, radiology groups get stuck with a time-consuming, inefficient process.

Why is radiology scheduling so difficult?


Creating shift schedules for radiologists is a major balancing act, with multiple scheduling variables that often compete with one another. Let’s explore just a few of the key issues that make radiology scheduling so complex.

1. Subspecialty coverage for diagnostic imaging exams.

Many diagnostic imaging exams and interventional procedures require specific subspecialty coverage. Radiologists are typically credentialed to work only one particular sub-specialty, with few able to provide cross-coverage. The increasing sub-specialization of radiology, coupled with the growing shortage of radiologists,1 makes this all the more challenging. Ensuring all shift types are covered without overutilizing certain providers is increasingly difficult.

2. Scheduling radiologists and technologists across multiple locations.

Radiologists and radiology technologists typically cover multiple locations, from imaging centers to hospitals, making it difficult to determine who is scheduled, when, and where. Add in the varying shift types at each individual location, and the equation becomes even more challenging.

3. Physician preferences and satisfaction are a top priority.

Radiology is quickly becoming one of the most challenging and expensive specialties for physician recruitment.2 The Association of American Medical Colleges estimates a shortfall of nearly 42,000 radiologists by 2033.1 As a result, it’s incredibly important to create schedules that minimize burnout and keep providers happy.

That means schedulers need to build schedules that factor in individual physician preferences, allow adequate time between long or taxing shifts, and ensure shifts are evenly distributed among providers. However, given the large number of scheduling variables, some radiology groups struggle to make provider satisfaction and well-being a priority when building schedules.

The Solution: An Automated Radiology Scheduler

Despite all the complexities associated with radiology scheduling, there are some radiology groups that still build shift schedules manually—by hand or spreadsheet—instead of using an automated solution.3 Unfortunately, manual scheduling leaves gaps in coverage, contributes to physician burnout, and fails to maximize existing physician resources. In contrast, an optimized radiology scheduling software is extremely efficient and cost-effective.

Interested in learning how optimized scheduling works? Hear from our clients at Eastern Radiologists in Greenville, North Carolina. Learn how their practice transitioned from manually scheduling providers in spreadsheets to auto-generating schedules with our automated scheduling solution.

Watch the Webinar

Sources

  1. Physician Specialty Shortage – Including Radiologists – Continues to Climb, MJH Life Sciences, Whitney J. Palmer, Diagnostic Imaging, 2020: diagnosticimaging.com/view/physician-specialty-shortage-including-radiologists-continues-to-climb
  2. [White Paper] Physician Recruitment: The Cost to Hire and Return on Investment, Jackson Physician Search, 2018: jacksonphysiciansearch.com/physician-recruitment-the-cost-to-hire-and-return-on-investment/
  3. In the Flow: Part 2 — Equitable Scheduling Prevents Burnout, Delivers Better Patient Care, Great Valley Publishing, Beth W. Orenstein, Radiology Today—Vol. 19 (No. 3), Page 24, 2018: radiologytoday.net/archive/rt0318p24.shtml

Radiology Productivity: Beyond the RVU

Radiology Productivity

The workload of US radiologists has increased over the past two decades.1 Unfortunately, the number of new radiologists entering the field hasn’t grown to match demand. The shortage of radiologists and increasing demand for imaging services make measuring radiologist productivity more important than ever. Explore why current productivity standards for radiology departments and groups might be missing the mark and how a digital scheduling solution can double as a radiology productivity software.

Radiology Productivity Metrics: Is the RVU enough?

Many radiology practices and departments measure productivity using Relative Value Units (RVUs), but the RVU system has known limitations.2 Compared to other services, interventional procedures are somewhat undervalued while MRI services are given a higher value.

In addition to the issues inherent in the RVU scale, other factors including scheduling can impact a group’s ability to accurately measure productivity. For example, a physician working during a weekend shift may generate fewer RVUs than generated on a regular day shift. Unless your team equally distributes holidays, weekends, and other shifts, RVUs can’t reliably measure radiologist productivity.

RVUs also fail to provide insight into all the work providers are doing. Time spent on continuing education, professional development, teaching, and research are all valuable to your organization, but are not reflected in RVUs. Radiologists are increasingly required to spend more time on administrative tasks—which means they read fewer films and spend less time on patient care. Long story short: RVU metrics can not tell us how much work physicians are doing.

A Better Way to Track Radiology Productivity Benchmarks

If your organization is manually scheduling providers, you know that human error can impede your ability to see the number and types of shifts your providers are working. With a digital scheduling platform, your organization can automate the scheduling process and gain an accurate picture of your providers’ workloads. Digital scheduling gives you access to a lot of data that can streamline operational efficiency to effectively serve as radiology productivity software for your group.

Auto-Generate Radiology Schedules That Ensure Even Shift Distribution

Creating shift schedules that ensure full sub-specialty coverage, meet patient demand for different diagnostic imaging types, and distribute shifts evenly among providers is complex if tackled manually. But it is the first step to gaining better insight into the productivity of your providers. Without even shift distribution, you can’t be certain the data accurately reflects productivity.

“We can really coordinate what’s happening within our facilities, where our resources are going.”

– Jim Clabo, Director Systems and Scheduling Administration, Northwest Permanente

An advanced rules-based scheduling solution can automatically distribute your shifts evenly. You simply create highly customizable rules designed to schedule providers across subspecialties and locations in a way that is fair and equitable, and then, auto-generate the schedule.

Tag Shifts by Type of Work or Diagnostic Imaging Type

Once you’ve created the schedule, you can tag various shift assignments by type of work. For example, tag shifts for specialty imaging like neurology, breast imaging, pediatrics, and ultrasound. Plus, tag shifts for non-clinical time, including administrative work, continuing education, teaching, and research.

Tagged shifts reflect the type of work providers are doing, so you can generate granular reports about their type of work, when they are scheduled, and where each shift takes place.

Streamline Value Management and Resource Utilization

Your organization can take value management a step further to gain insight into resource utilization. Many clients use our scheduling solution to track exam room and OR utilization. The same can be done for imaging equipment. Assign radiologists and radiology technologists to specific equipment to identify inefficiencies and opportunities to increase revenue.

By scheduling providers with certain equipment and rooms, you can see which equipment may be underutilized and when. Capitalize on those opportunities by scheduling additional providers at specific times. Alternatively, you can see when equipment is in high demand and schedule faster readers during peak times to increase capacity.

Increase Radiology Productivity With a Radiology Scheduling Software

An advanced scheduling solution can help your organization streamline processes and gain better insights into your operations. Save time by streamlining complicated scheduling processes and access advanced workforce analytics that reveal actual value versus perceived value. Maximize productivity and value management with a clear picture of when your resources are and are not being utilized.

Hear from our customers at Northwest Permanente, who currently use Optimized Provider Scheduling powered by Lightning Bolt to streamline value management across the organization. The Permanente Medicine team uses our solution to schedule providers directly into exam rooms and operating rooms.

See How It Works

 

Resources:
1. Radiologists’ Variation of Time to Read Across Different Procedure Types, Society of Imaging Informatics in Medicine, Daniel Forsberg, Beverly Rospiko, and Jeffrey L. Sunshine, Journal of Digital Imaging– Vol. 30 (1), 86-94, 2017: https://doi.org/10.1007/s10278-016-9911-z
2. Leveraging the electronic health record to evaluate the validity of the current RVU system for radiologists, Elsevier Inc., Ronnie Sebro, Clinical Imaging, 2021: doi.org/10.1016/j.clinimag.2021.02.007

Coordinating COVID-19 Vaccination:
3 Essential Elements

Covid Vaccination Coordination

COVID-19 has transformed healthcare indefinitely and forced agility from care teams at every turn. Vaccination efforts are no exception. Healthcare organizations across America are in the midst of a massive, frazzled effort to coordinate hundreds of millions of COVID-19 vaccinations.

As demand peaks for information around vaccine eligibility, availability, and distribution, healthcare organizations should be proactively educating patients and providers to help combat misinformation and build confidence in the vaccination process. Effective communication is critical between healthcare organizations, staff, and patients to support compliance with public health guidance.

Unfortunately, some organizations simply haven’t had the resources to plan ahead for the number of logistical variables impacting vaccine communication and coordination. We want to help by summarizing the challenges and solutions of three essential elements of vaccination coordination:

  1. Patient Communication
  2. Provider Communication
  3. Resource Allocation

1. Patient Communication

Challenges: Trust, Compliance, and Safety; Combatting Misinformation

To build trust and increase compliance among patients, organizations must communicate and provide real educational material to counteract misinformation such as social media myths.1 Managing expectations and helping patients assess their relative risks in context are challenges that only get harder as myths and disinformation spread online.

Solution: Rapidly Educate, Remind, Triage, and Follow Up

A 2020 population survey of US adults found that individuals were more likely to accept a COVID-19 vaccine if they thought their healthcare provider would recommend vaccination.2

Build trust and patient satisfaction by distributing educational material to patients on their most preferred communication device—their cell phone. The right patient engagement solution will offer HIPAA-compliant video, voice, and text messaging that empowers you to:

  • Reach out to patients about vaccine availability and location.
  • Send timely appointment updates and confirmation.
  • Provide guidance on preparation, wayfinding, and check in.
  • Track confirmations, cancellations, and who is running late.
  • Instantly broadcast changes in supply, location, or procedure to the patient population.
  • Create a triage pathway for patients who have questions, complications, or adverse effects from the vaccination.
  • Provide automated reminders to support second dosage compliance. For example:
  • Clients are using PerfectServe’s Patient and Family Communication solution to send patients reminders of their second dose date with simple scheduling instructions.

2. Provider Communication

Challenges: New and Evolving Processes; Accommodating Patient Demand and Follow-Up Needs

Surging patient demand and shifting vaccine supply make it difficult to coordinate staff and ensure the right providers can be reached at the right time. Organizations must keep providers educated, up to date, and prepared to answer patient questions. It is also up to organizations to facilitate rapid follow-up to patient questions and concerns post-vaccination.

Solution: Dynamic Communication, Smart Routing, and Instant Updates in One App

Communication should make it easy for providers to understand the process of the vaccine rollout and answer specific technical questions.3

The same communication solution that addresses your patient needs should also support seamless coordination between clinical and operational staff in an environment of surging demand and dynamic vaccine availability. Look for a solution that lets you:

  • Share educational material with staff via news bulletins.
  • Update care teams about locations, procedures, and supplies.
  • Instantly communicate changes to staffing and site plans across your organization.
  • Facilitate real-time responses from providers to address patient issues associated with vaccine complications. For example:
  • One hospital has implemented an “Adverse Vaccine Reaction Hotline” that care team members can access via PerfectServe web or phone number. Three different providers rotate through the hotline service so the case load is spread evenly.

3. Resource Allocation

Challenges: Balancing Staff Distribution With Changes in Vaccine Demand and Supply

One of the most difficult and important resources to coordinate is your staff. Balancing staff vaccination with provider shift schedules to adequately support patient vaccination will be increasingly challenging. Adjusting provider schedules manually during chaotic surges in supply and demand across locations could become a nightmare.

Solution: Optimized Provider Scheduling With Real-Time Update Distribution

“A world safe from vaccine preventable diseases requires well-functioning human resources within a supportive environment.” – World Health Organization4

Automate the schedule-building process with a solution that can adapt to shifting variables—such as temporary vaccination sites and changes in vaccine supply—and update your staff in real time. An ideal scheduling solution will:

  • Integrate with your communication solution.
  • Provide easy access via smartphone app.
  • Serve as a provider scheduling source of truth that stays up to date in real time.
  • Simplify shift swaps and time-off requests for providers to help reduce burnout
  • Accommodate unique needs with customization for your organization. For example:
  • Optimized Provider Scheduling powered by Lightning Bolt is helping organizations meet fluctuating staff needs during COVID-19 surges by automatically generating balanced schedules to include new and redeployed staff across existing and temporary locations.

Streamlining Vaccination Coordination

COVID-19 vaccination presents healthcare organizations with several challenges exacerbated by many shifting variables. Don’t leave your teams fumbling to keep up. Leading organizations are overcoming vaccine-related communication and resource challenges with comprehensive collaboration solutions that solve as many challenges as possible with one streamlined, user-friendly interface.

See how integrated solutions can support your COVID-19 vaccination coordination.

Demo PerfectServe

Resources:
1. Effects of fact-checking social media vaccine misinformation on attitudes toward vaccines, J. Zhang et al., ScienceDirect, Preventive Medicine – Volume 145, Apr. 2021: sciencedirect.com/science/article/abs/pii/S0091743520304394?dgcid=author
2. Acceptability of a COVID-19 vaccine among adults in the United States: How many people would get vaccinated? P. Reiter et al., Vaccine – Volume 38, Issue 42, Sep. 29, 2020: sciencedirect.com/science/article/pii/S0264410X20310847
3. Communicating about the COVID-19 Vaccines: Guidance and Sample Messages for Public Health Practitioners, Public Health Institute, Dec. 10, 2020: phi.org/thought-leadership/communicating-about-the-covid-19-vaccines-guidance-and-sample-messages-for-public-health-practitioners
4. Immunizations, Vaccines and Biologicals – Workforce, World Health Organization: who.int/immunization/programmes_systems/workforce/en

Telmediq Scores Best in KLAS: Named Clinical Communications Category Leader for Fourth Year in a Row

KLAS AwardIt was announced today that PerfectServe’s Telmediq solution received the coveted 2021 Best in KLAS award for the Clinical Communications segment. Telmediq finished with a score of 92.2, which is more than four points above the average Clinical Communication vendor score of 87.9.

First and foremost, we have to thank our customers for their continued partnership. The last 12 months have been endlessly challenging for healthcare organizations, and it’s been a pleasure working with so many of them to support their efforts responding to a public health crisis. We’re honored to be part of the incredible work so many frontline healthcare workers do every day, and customers will continue to be at the center of every decision we make.

This also marks Telmediq’s fourth consecutive year as the category leader for the Clinical Communications segment, and it reflects countless hours of hard work and dedication by our entire team, from support to product to R&D and beyond. Of particular note, three of the wins have come since PerfectServe’s acquisition of Telmediq in early 2019. Mergers and acquisitions frequently bring concerns about instability for customers, but with PerfectServe’s strong leadership team, we’re proud to say that the company’s expanded resources and talented employees have helped us stay laser focused on delivering the best results for customers.

It’s true that awards are always validating, but recognition from KLAS stands apart because it directly reflects the voice of our customers. KLAS checks in with more than 30,000 healthcare professionals every year as part of their surveying process, so if a product is lacking, they’re going to hear about it firsthand. For that reason, we celebrate this award as proof of successful partnerships with the incredible healthcare organizations we’re fortunate to call customers.

The word “partner” has been uttered in many a PerfectServe Zoom meeting over the last 12 months as we have considered the best ways to support customers through the COVID-19 pandemic. These discussions resulted in an offer of free software and services in the initial stages of the outbreak, and customer feedback about the need for remote patient engagement led us to reprioritize our product roadmap to rapidly develop and launch a new Patient & Family Communication solution that supports video visits, real-time family text updates, and a virtual waiting room capability. Agility and customer service were the themes of 2020.

As we build on the momentum of this humbling recognition and think about what’s ahead for 2021, the words of PerfectServe CEO Guillaume Castel from his interview with HIStalk in September ring truer than ever:

  • All 350 of us at PerfectServe wake up in the morning with a desire to solve bigger problems for our clients and their patients. We start with the end in mind. We are excited about the progress that we have made with our clients and the progress that they are making with their patients.”
  • The journey is what we think of as unified communications. It crosses boundaries and it cannot be an afterthought. It needs to be core to the mission of the company that commits to delivering it. Similarly, workflow enhancements can be achieved by combining technology and innovation with experience and know-how, not just releasing tools and demanding that a clinician use them.”
  • “We spent a great deal of time thoughtfully integrating the various capabilities and thinking about how we could make the sum of the parts bigger than what they were. What we have now is a cross continuum way of enabling communications at scale for the largest health systems in the United States.”

Guillaume’s statements aren’t just idle talk, either. KLAS commentary for Telmediq consistently highlights the professionalism of our team, their willingness to listen to—and take action based on—customer feedback, and how well the platform works. This December 2020 testimony from one organization’s CMIO is a prime example:

  • “Telmediq’s support for us is beyond compare. We are interfacing their product with another vendor’s system, and it is not an easy thing to pass that information back and forth. However, Telmediq has always been willing to invest the time from their side to help our people do that integration. Telmediq is very willing to consider ideas. If we say that we want an improvement to the product, they will actually take that back to their developers, and some version down the road will have that change in it. Telmediq is very responsive to their clients in terms of optimizing the product and doing product development to make it work better.”

More health systems than ever are relying on clinical communication & collaboration (CC&C) systems to coordinate care, and the trend is likely to accelerate in coming years. Though a lot has changed at PerfectServe in the last few years, our dedication to customers and drive to innovate have not wavered in the slightest. With our class-leading (and KLAS-leading!) clinical communication system supplemented by advanced provider scheduling and patient communication capabilities, PerfectServe is uniquely positioned to help health systems improve outcomes for patients—both now and far into the future—by delivering the right information to the right person at the right time for any given situation.

Check back next year around this time to see if we’re holding true to our commitment by going five-for-five with KLAS. For now, we’re going to get back to work.

Reserve a demo with an innovative partner rated Best in KLAS for Clinical Communications after four consecutive years leading the category.

 

Improve Patient Experience Before, During, and After Care

Improve Patient ExperienceWhen it comes to communicating with patients, nothing beats the immediate connection of text messages. While email and phone calls are increasingly ignored, 90% of text messages are read within three minutes.1

Let’s explore some opportunities to engage with patients via text message throughout their healthcare journey to reduce the cost of outreach and improve the patient experience.

Changing Patient Expectations

The healthcare industry has shifted focus from volume to value, working on the “Triple Aim” of enhancing patient experience (including health and satisfaction), improving the health of populations, and reducing costs.2 Patient satisfaction has become linked to reimbursement at a time when patient expectations for the healthcare experience continue to evolve.

Patients, financially responsible for a sizeable share of their care, are now approaching healthcare encounters with consumer expectations. They expect convenience, personalization, and access to care anytime from anywhere.

Healthcare organizations need new ways to keep patients engaged in their care and to continually assess patient satisfaction. Unfortunately, improving health system performance toward Triple Aim results has led to worrying rates of clinical burnout.

With technology often cited as one of the leading causes of burnout, organizations are now focusing on the “Quadruple Aim,” which includes provider experience and satisfaction.3 The Quadruple Aim recognizes the importance of usability, effective care processes, and improved clinical workflows to achieve Triple Aim results.

Below are some strategies designed with the Quadruple Aim in mind, reducing administrative burden with patient, population, and diagnostic-specific automations to engage with patients before, during, and after care.

Before Care

How a patient experiences their healthcare encounter begins before the patient even steps through your door. From your website and scheduling process to visit preparation and patient intake, patients are looking for a modern, seamless, and informative experience.

Healthcare organizations looking to transform the patient experience should begin by engaging with patients before their scheduled appointments:

  • Care Preparation Instructions – Use procedure-specific pathways to send reminders to start pre-operative instructions.
  • Appointment Reminders – Text patients reminders of dates, times, and locations of upcoming visits, along with detailed wayfinding instructions.
  • Social Determinants of Health (SDOH) Support – Leverage SDOH data to assist patients through barriers, such as sharing coupons for transportation to reduce no-shows. Hennepin Health recently partnered with Lyft to target patients with a history of clinic no-shows, offering them access to a corporate Lyft account to get to their appointments. At the end of a 12-month trial period, no-show rates decreased an aggregate 27%, clinic revenue increased by $270,000, and ROI was 297%.4
  • Patient Intake – Send patients a link to electronic forms to streamline check-in.
  • Real-Time Scheduling Updates – Send status updates to patients to help re-align arrival times when there are scheduling delays.

During Care

The factors that influence a patient’s experience can vary widely based on their reason and length of stay. However, we can follow the broad strokes of the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey to better identify a patient’s perspective on their care experience.

The 18 substantive questions included in the survey focus primarily on communication with doctors, nurses, and staff during care and at the critical point of discharge. Other questions focus mainly on environmental factors such as cleanliness and sound level.5

From enabling fast, efficient communication between clinicians, patients, and family members to facilitating a more comfortable, safe, and convenient care environment, mobile messaging can greatly improve the patient experience during care.

Video Visits

Texting with patients is a quick and easy gateway into scheduled and/or on-demand video visits. PerfectServe’s solution, for example, enables patients to transition from text message to browser-based video visit with the simple touch of a link—no need to download an app or set up a password.

Virtual Waiting Room

A virtual waiting room uses text messages to maintain a safe and comfortable connection with patients during in-person visits by streamlining check-in to help minimize germ exposure and discomfort.

Patient Family Updates

Family members play a crucial role in supporting patients and encouraging them to follow care plans before, during, and after their stay at the hospital. Healthcare organizations are now prioritizing patient families as part of the patient experience. Family members feel more comfortable leaving the waiting room knowing they will receive updates on patient status and return time.

With PerfectServe, care team members can update approved patient family members via secure video, voice, and/or text message. Even a family member who calls into the main hospital call center can quickly get a message to the correct on-call nurse, who can easily respond with one click, masking their personal caller ID.

Read our white paper for more examples of how the right solution can simplify, automate, and strengthen patient and family member encounters.

Integrate Nurse Call, Alert, and Alarm Notifications

Centralize communication across multiple systems onto a single platform to simplify clinical workflow while eliminating extraneous noise. With a solution like PerfectServe’s Clinical Communication & Collaboration (CC&C), nurses can receive alerts on their mobile devices and choose to accept, escalate for assistance, or call back to speak directly with patients.

If a patient pushes the call button for a nonurgent or nonclinical request (such as a water request), the notification can automatically route to a Patient Care Technician, reducing nurse interruptions during care. Patients benefit from reduced noise and faster response times—critical factors in HCAHPS scores.

After Care

Preventable hospital readmissions continue to be top-of-mind, thanks largely to Medicare’s Hospital Readmissions Reduction Program (HRRP) and readmission penalties. HRRP is the “value-based purchasing program that encourages hospitals to improve communication and care coordination to better engage patients and caregivers in discharge plans and, in turn, reduce avoidable readmissions.”6

According to a study published in BMJ Quality & Safety, patients reporting high satisfaction and good provider communication were less likely to be readmitted.7 Decreasing preventable readmissions requires that patients understand and adhere to their care plan, that pain is managed, and that follow-up care is scheduled and attended in less than two weeks.8

Post-Discharge Assessments

Leading hospitals are applying a text-first strategy to monitor treatment, assess pain, and send care plan reminders (such prescription refill reminders). Care teams can use text messages to deliver questions to patients one at a time or all at once with a simple link to a secure web survey.

Frequently checking in both increases patient satisfaction and allows clinicians to escalate concerning responses to secure chat or phone call if needed. PerfectServe’s solution, for example, lets users share a secure chat link that allows patients to discuss more detailed and personal health information.

Park Nicollet Methodist Hospital worked with PerfectServe to launch a text-first follow-up program that included a series of customized questions to assess a patient’s risk for readmission. 70% of questions sent via text message received a response from patients. PerfectServe’s dashboard allowed Park Nicollet to collect and analyze every patient response and nonresponse, segmenting the patient population into risk categories and automatically flagging patients that need immediate follow-up.

Park Nicollet’s results showed that patients who received and responded to text messages were 32% less likely to readmit than those solely contacted by phone (results are risk adjusted to account for the relative complexity of each patient’s conditions).

Patient Satisfaction Surveys

While CMS’ HCAHPS survey has incentivized improvements in patient experience, the response rate from patients has been on the decline.9 Declining response rates could be tied to patients’ perception of the survey’s effectiveness. HCAHPS surveys are administered 2 to 42 days after discharge and often cannot yield the timely data hospitals need to quickly address patient issues.

Given the high impact HCAHPS results have on a hospital’s financial performance, it’s important to seize opportunities to survey patients before the CMS in order to preemptively mitigate issues and improve patient satisfaction. For patient satisfaction surveys to be actionable, they need to be easy and customizable, targeting specific patient populations and encouraging meaningful dialogue.

Deploying surveys via text message is a cost-effective approach to obtaining timely patient insights. With solutions like PerfectServe’s Patient & Family Communication (PFC), surveys can be automatically triggered after healthcare encounters while the experience is fresh on the patient’s mind. Patients who indicate dissatisfaction become a service recovery opportunity. Contacting them to show concern and learn more can inform systemic improvement and change the patient’s impression of the organization.

Deliver an Exceptional Experience

PerfectServe allows hospitals to reach patients and their family members in real time before, during, and after care to better support, assess, and improve the patient experience. Book a demo with a clinical communication specialist to see how we can help you deliver an exceptional patient experience.

Book a Demo

 

Resources:
1. SMS vs Email and Apps: Customer engagement infograph, VoiceSage, Jun. 14, 2018: voicesage.com/blog/sms-compared-to-email-infograph
2. IHI Triple Aim Initiative, Institute for Healthcare Improvement (IHI): ihi.org/Engage/Initiatives/TripleAim
3. From Triple to Quadruple Aim: Care of the Patient Requires Care of the Provider, The Annals of Family Medicine, T. Bodenheimer, C. Sinsky, Nov. 2014: annfammed.org/content/12/6/573.full
4. Do Rideshare Tools Reduce Transport Barriers, Patient No-Shows?, Xtelligent Healthcare Media, Patient Engagement HIT, S. Heath, Jul. 24, 2018: patientengagementhit.com/news/do-rideshare-tools-reduce-transport-barriers-patient-no-shows
5. The HCAHPS Survey – Frequently Asked Questions, Centers for Medicare & Medicaid Services (CMS): cms.gov/Medicare/Quality-Initiatives-Patient-Assessment-Instruments/HospitalQualityInits/Downloads/HospitalHCAHPSFactSheet201007.pdf
6. Hospital Readmissions Reduction Program (HRRP), Centers for Medicare & Medicaid Services (CMS): cms.gov/Medicare/Medicare-Fee-for-Service-Payment/AcuteInpatientPPS/Readmissions-Reduction-Program
7. The association between patient experience factors and likelihood of 30-day readmission: a prospective cohort study, BMJ Quality & Safety, J. Carter et al., 2018: qualitysafety.bmj.com/content/27/9/683
8. Timeliness of Outpatient Follow-up: An Evidence-Based Approach for Planning After Hospital Discharge, The Annals of Family Medicine, C. Jackson, PhD, et al., Mar. 2015: ncbi.nlm.nih.gov/pmc/articles/PMC4369604
9. HCAHPS Survey Non-Response Bias Impacts Scores, Practice Improvement, Xtelligent Healthcare Media, Patient Engagement HIT, S. Heath, May 1, 2019: patientengagementhit.com/news/hcahps-survey-non-response-bias-impacts-scores-practice-improvement

Fighting Alarm Fatigue for Nurses in 5 Steps

Healthcare, We Have a Problem:

Alarm fatigue is a serious threat to patient safety.

The American Association of Critical-Care Nurses (AACN) defines alarm fatigue as a sensory overload that occurs when clinicians are exposed to an excessive number of alarms, which can result in desensitization to alarm sounds and an increased rate of missed alarms. False alarms are a strong contributor, making up 72-99% of all alarms and numbing care teams to signals meant to indicate patient danger.1

Essentially, devices and processes that were designed to protect and support patients in specific ways have compiled over time to create a cacophony of ever-sounding silos in healthcare. Sadly, the discord cannot be safely silenced. Fortunately, it can be well-orchestrated.

Let’s explore how integrating disparate, noisy alert and alarm systems can help fight alarm fatigue for nurses and care teams.

Where is all the noise coming from?

In short, disconnected legacy systems with outdated hardware and devices combine with overlapping, suboptimal workflows to create the noise fueling alarm fatigue. A few factors that add to the chaos and make it difficult for clinicians to determine the relevance and urgency of alarms include:

  • Nurse Call Systems: Patients sometimes use nurse call for non-clinical requests, such as a glass of water, which could be redirected to another team member.
  • Critical Lab Results: Upon notification, nurses in some settings are responsible for tracking down the appropriate physician to relay critical results, pulling the nurse away from the bedside.
  • Patient Monitoring Devices: It can be difficult to infer the risk level and urgency of various patient device alarms, and to know if other team members are responding or can respond more quickly.

Above are just a few of many systems that can trigger nondescript beeping sounds, which all begin to sound alike and blur together. The result? Just to find out where an alarm is coming from and what it indicates, a nurse has to leave the current task to investigate.

The nurse is forced to assign priority (current task versus potential patient threat) based on assumption in an environment where up to 99% of alarms are false, yet assuming an alarm is false puts a patient at risk. Constant decisions like these in a fast-paced, high-stakes environment contribute to mistakes, alarm fatigue, clinician burnout, patient risk, and many other potential consequences.

5 Steps to Fight Alarm Fatigue:

1. Integrate all alerts and alarms to reduce noise.

To start, put all alerts and alarms in one place that nurses and care teams can check on the go—an integrated app accessible from any device across all locations.

2. Increase mobility to decrease footwork.

For organizations that haven’t already deployed a mobile device strategy for nurses, smartphones will greatly enhance the effectiveness of an integrated solution. Being able to check alerts at the bedside and on the move reduces extra footwork and detours for staff.

3. Use shift schedules to inform smart routing.

The ideal solution should also integrate with shift and on-call schedules across the organization, using schedules to route alerts and alarms directly to the right clinicians. Smart routing like PerfectServe’s Dynamic Intelligent Routing reduces irrelevant noise while using built-in escalation policies to ensure urgent alerts are addressed within set timeframes.

4. Delay nonurgent notifications to reduce interruptions.

The ability to delay nonurgent alerts to be delivered at set intervals can greatly reduce distractions for clinicians during patient care. By minimizing multitasking, nurses and other care team members are able to complete tasks more efficiently and maximize their focus on patients at the bedside.

5. Distinguish alert types by tone to simplify recognition.

Alarm fatigue and decision fatigue often go hand in hand. While most care team members wouldn’t actively choose to ignore an alert, the ability to know in an instant based on sound whether or not an alarm is urgent can help them respond appropriately more quickly.

The Bottom Line:

Excess noise makes it difficult for clinicians to administer safe and timely care. (It also does a number on patient experience, but that’s a topic for another post.) Remove the guesswork for nurses around whether to tune out the noise and focus on the patient at hand or interrupt each encounter to assess the latest (likely false) alarm.

Click below to begin fighting alarm fatigue.

 

Resources:
1. Alarm Fatigue: A Patient Safety Concern, American Association of Critical-Care Nurses (AACN) Advanced Critical Care, Sue Sendelbach, RN, PhD, CCNS and Marjorie Funk, RN, PhD, Oct. 2013: acnjournals.org/aacnacconline/article-abstract/24/4/378/14745/Alarm-FatigueA-Patient-Safety-Concern

Real-Time Data Entry for Better Patient Care

Real-Time Data Entry Header

It has always been recommended that charting take place as near to the care event as practical, with the key word being “practical.” In reality, clinicians and nurses often stay after shifts to do their charting because entry is not seamless during patient care.

The more time that passes between the health event and the data entry, the less detailed the data input becomes and the greater its risk of containing errors. Delayed data entry impacts patient outcomes and creates unnecessary administrative overhead.

Benefits of Real-Time Data Entry

“Real-time electronic data is a potential treasure trove of insights, which can be analysed to improve patient care and use nurses’ time more effectively.”
– Helen Glenister, Chief Operating Officer (COO) of The Learning Clinic1

Real-time data entry has been shown to improve patient care (particularly the identification of patients who may be deteriorating), free up more direct-care time for nurses and clinicians, and help hospitals better deploy staff and resources.

According to a study published in Nursing Times, the availability of up-to-date data can help nurses and clinicians spot patterns in data that indicate a patient is deteriorating or may have an infection.1 While some data points may automatically feed into the EHR, vital observational data from nurses and doctors are not automatically entered.

Timely electronic recording of all clinical data—including observations, assessments, and actions—gives the overall picture of a patient and provides a clear data trail in the event of a complaint or incident investigation. Real-time documentation and order entry during rounding also helps speed up care and minimize future interruptions.2

The benefits of real-time data entry are well known, but challenging to achieve in some hospitals.

Challenges to Real-Time Data Entry

Siloed technology systems, device mobility limitations, and logistical issues in some EHRs can be the biggest barriers to real-time charting.

“One nurse believes that since going live, EHRs have added 3 hours to a
12-hour shift.” – Laura A. Stokowski, RN, MS3

In order to chart data that is accurate, actionable, and timely, the care team must be supported with an integrated solution that allows for simplified real-time charting in the EHR/EMR.

How to Achieve Real-Time EHR Data Entry

Healthcare IT integration can be very complex, but the right technology can integrate disparate IT, clinical, telecom, and EMR/EHR systems to allow information to flow freely. The result is a cohesive, integrated communication ecosystem that ensures the right information is available at the right time to support quality patient-centered care.

An ideal solution will support real-time charting with:

  • Intelligent field mapping to reduce duplicate data entry.
  • Voice-to-text capability to speed up and simplify data entry.
  • An easy and elegant interface with all information available on a single platform; no switching between apps.
  • Easy transfer of clinical notes for rapid documentation.
  • Immediate delivery of critical lab and test results to the right clinician with date, time, recipient, delivery status, and read status auto-recorded to the EMR in accordance with Joint Commission requirements.

Next Steps for Getting Started

Explore how your team can combine real-time EHR data entry with seamless care coordination in one integrated solution by speaking with a clinical communication specialist.

 

Resources:
1. How real-time data can improve patient care, Nursing Times, Sep. 21, 2015: nursingtimes.net/clinical-archive/patient-safety/how-real-time-data-can-improve-patient-care-21-09-2015/
2. How Hospitalists Can Improve Efficiency on Inpatient Wards, The Hospitalist, Rajesh Chandra, MD, FHM, et. al., May 2014: the-hospitalist.org/hospitalist/article/126231/how-hospitalists-can-improve-efficiency-inpatient-wards
3. Electronic Nursing Documentation: Charting New Territory, Medscape, Sep. 12, 2013: medscape.com/viewarticle/810573

Rapid Critical Result Reporting With Clinical Communication Technology

Delays in communicating life-threatening lab or radiology results can lead to unnecessary patient transfers to higher levels of care and longer lengths of stay. In contrast, rapid and accurate communication of critical lab and radiology test results leads to timely clinical interventions, improved treatment outcomes, and prevention of comorbidities.

The Joint Commission’s National Patient Safety Goal 02.03.01 requires that organizations report critical results of tests and diagnostic procedures on a timely basis,1 yet some teams struggle to measure compliance and meet their goals. Even with the increasing number of high-tech tools available to hospitals, it’s not always easy for inpatient and outpatient laboratories to optimize critical value reporting due to several challenges.

For example, delays related to intermediaries and unavailability can affect reporting times. One of the most challenging aspects in an outpatient setting is the volume of unanswered pages and forgotten callbacks from providers, despite the fact that nearly 90% walk around with smartphones in their pockets.2 Compliance issues also tend to result from faulty processes in which the provider that ordered the test is no longer on call—a complication which, in an inpatient setting, requires the nurse to track down the correct covering provider.

To ensure that messages are received by providers that can immediately act upon the information, intelligent systems must be employed. Integration with modern clinical communication and collaboration (CC&C) technology helps organizations ensure that test results are immediately delivered to the appropriate bedside nurse, ordering physician, and/or covering on-call provider. A comprehensive solution will also escalate results within specific timeframes if necessary and document all communication for auditing purposes.

Ensuring Timeliness and Accuracy in the Notification Process

The challenge some organizations face with the timely delivery of test results is ensuring that the correct person is notified. First, the right recipient can be difficult to determine when dealing with an expansive care team and complicated on-call provider coverage. Then, delivery of results can be a challenge due to varying levels of EHR access and adoption, sometimes in addition to technical message transmission issues.

Finally, confirmation that the test results were received and action is being taken is needed to close the communication loop, but various factors can lead to a lack of response from the recipient, such as:

  • An error in reaching a provider who is available to immediately act on the information (e.g. the correct on-call provider, covering physician, assigned nurse, or care team member).
  • Sending a message via EHR to an affiliated provider who does not access the EHR outside the facility (and therefore does not see the message).
  • A delay in message delivery because the recipient is beyond the reach of the hospital’s Wi-Fi and/or cellular coverage.
  • Alarm fatigue and/or confusion caused by a multitude of alert sounds that bombard clinical staff throughout their day.

The right CC&C technology can be very effective for automating protocols like those related to critical result notification to bypass various obstacles.

3 Keys to Success With Your Critical Result Communication Program

1. Guarantee that the correct care team receives the alert.

Your CC&C solution should offer the ability to customize which care team members are notified of which clinical findings. For example, a critical potassium alert might always go to the nurse and the provider, while a critical BUN only alerts the nurse. To inform message routing and ensure the correct team members receive the alert, the solution must rely on comprehensive electronic on-call schedules that incorporate service line, group, and personal coverage details. If multiple scheduling tools are used across the organization, they all must be integrated to inform accurate message delivery.
Additionally, your CC&C technology should integrate with all care team systems that house patient assignments including the EHR, nurse call, ancillary department applications, etc. to ensure that the appropriate patient care team members are alerted to new clinical findings.

2. Ensure that physicians, nurses, and care team members can easily acknowledge, accept, and decline/escalate results.

The improved process will garner greater adoption if all recipients can easily respond to alerts by tapping a button (e.g. “Acknowledge,” “Accept,” or “Decline”/“Escalate”) or selecting a response from a dropdown menu (e.g. “I’m entering an order in the EHR now.”).
The workflow can be further streamlined if the CC&C solution facilitates quick access to the EHR through a link within the result message. Tight application integration enables staff to seamlessly move between applications and functions to access patient context.

3. Build escalation protocols to transmit the critical result to the next-level provider if a response is not received within a certain timeframe.

If a physician, nurse, or care team member is either unavailable (e.g. in a sterile procedure) or inaccessible (e.g. offline; out of Wi-Fi range or cell coverage), the ideal solution will automatically escalate the message to ensure a timely response.

Consistency, a Sign of Success

As your new critical result reporting process reduces workload for staff by automatically delivering results to the correct recipient, an advanced CC&C solution also removes variability caused by the human element. A fully integrated solution will eliminate staff inconsistencies related to reaction times, follow-up with non-responsive individuals, and documentation of event notifications.

Evaluating the Timeliness of Reporting

The Joint Commission’s National Patient Safety Goal for communication of critical results and diagnostic procedures specifies the need to evaluate the timeliness of reporting. In the quest for continuous quality improvement, your CC&C solution should provide real-time dashboards that display acknowledgement status for all critical results and rich reports with auditing capabilities for all critical value communications.

Time stamps and event logs allow organizations to set goals, measure performance against established criteria, identify patterns (e.g. day of week, time of day), and most importantly, support accountability across providers and clinical staff.

“We measured our response time to critical lab alerts across 1,100 results and achieved a 42% improvement in acknowledgment times. The fastest alert read was two seconds, the fastest acknowledgment was 7 seconds, and the median acknowledgment time was one minute, 23 seconds. We’re extremely pleased with the role CC&C has played in our ability to monitor and manage critical result notifications.”

– Robyn Townsend, Assistant Director, Clinical Applications, Hospital for Special Surgery

If you’d like to explore how PerfectServe can help improve your laboratory and diagnostic reporting processes, click below to request a call with a clinical communication specialist.

Resources:

  1. National Patient Safety Goals Effective January 2017: Laboratory Accreditation Program, The Joint Commission, 2017: jointcommission.org/assets/1/6/NPSG_Chapter_LAB_Jan2017.pdf
  2. The Dilemma Surrounding Critical Value Reporting: What Does it Take to Improve Communication? Malone, B., Clinical Laboratory News,2012: AACC.org/publications/cln/articles/2012/december/critical-value-reporting.aspx