survival of the fittest: the evolution of healthcare communications

A TelmedIQ Webinar Presentation:

Survival of the Fittest: The Evolution of Healthcare Communications Solutions.

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#evolutionofSTM

Thomas O’NealChief Information OfficerResponsible for TVC’s information security, HIPAA compliance, and medical data privacy

About the Hosts

Ben MooreCEO TelmedIQ15 Years of secure/critical mobile communications and 2 registered patents for telecommunications

Tammy FoxOffice AdministratorOffice Administrator for IT and is responsible for budget, purchasing, and influencing proactive communications

• The Evolution of Secure Text Messaging Apps

• Why secure messaging apps are not enough

• About The Vancouver Clinic

• Implementing Secure Communications- ”A Before and After Story”

• The Challenges of Secure Text Messaging – A CIO’s Perspective

• Q&A

Agenda

WhySecure Texting Apps?

AHIMA suggests 3 major benefits of HIPAA compliant secure text messaging in a clinical environment:

Communications efficiency

Device Agnostic IncreasingReliability

Before Secure Texting

• PHI replicated across multiple vendors• Data remains resident on personal devices• No control or policy enforcement• No visibility that commuincation had occured• No gurantee of delivery• End users use ‘Codes’ to communicate instead of PHI

End result = HIPAA Violastion Risk + Compromised Care Delivery

Secure Texting

• PHI handled by single vendor• Data self destructs from personal devices• Retention Policy• Auditability• Guaranteed Message Delivery• Supports Bring Your Own Device (BYOD)• Rich Media (Text, Images)• Integrated Directory - No more lookups!

End result = More Secure + Better Care

The Evolution of Secure Texting Apps

70+Secure messaging vendors in the market today.

The Evolution of Secure Texting Apps

10%Are using a HIPAA Compliant messaging solution1.

1

Adoption Hype Cycle

Evolution Path

2nd Generation

• Group Messaging

• Multimedia

• Limited Workflow

• Limited Integration

1st Generation

• Simple Chat

• HIPAA Compliant

3rd Generation

• Patient Centric

• Workflow

• EMR Integration

• Nurse Call

• Phone Replacement

• Analytics

Why Isn’t a Secure Text Messaging App Enough?

Migration and Adoption

13

• Continuous Alerting

• Escalation Rules

• Staff Visibility of Message Reads

Tracking and Escalations

On-Call Schedule Recognition

16

• Rauland, Hill-Rom, SimplexGrinnell and Others

Nurse Call Integration

Patient Hand-Offs“According to Joint Commission research, up to 80 percent of serious

medical errors involve miscommunication during the hand-off between

medical providers.”

1. Communications gaps were the leading cause of sentinel events reported to The

Joint Commission between 2005 and 2014.

2. It is malpractice insurance agency’s single most common factor leading to

claims.

3. Many of these adverse events are caused by lack of effective hand-off

communications as patients move from one care setting to another.

Patient Centric Messaging

Clinical Integration

Advanced Analytics

• Trend Visualization• Triggers

What’s Next for STM apps?

A Healthcare Communication HubCommunications solutions that allow healthcare to:

A. Account for all communication mediums used in healthcare (smartphones, pagers and online)

B. Easily integrates with HIT solutions (EMR/HER) and patient data sources

C. Provides greater utility to physicians (lab orders, critical updates, message types, more automation and intelligence etc.)

D. Unify physicians and clinician communication on a common platform

E. Patient-to-physician communication

F. Patient centric communication

G. Truly solve communication issues (patient handoffs, sentinel events, patient care coordination)

About The Vancouver Clinic

The Vancouver Clinic, Inc. Founded: 1936 Employees: 1,100Physicians: 175+Clinicians: 300Specialites: 30 primary care and specialty departments; 250+ providers

Our Communications:A Before and After Story


Our Core Communication Challenges:

1. HIPAA compliance and securing PHI

2. An aging pager network and improving communications reliability

3. Simplifying physicians’ lives through device consolidation

4. Simplifying clinicians’ lives through real-time, immediate communication

5. Giving our staff the best tools and technology


The Before Story

- Staff carrying multiple pagers + smartphones

- Aging paging network

- Communications reliability; “getting the right person at the right time”

- PHI being transmitted through text messages


The After Story

- HIPAA compliant secure text messaging app

- American Messaging to account for legacy pagers

Our Initial Experience - Happily ever after?

Challenges that persisted after adopting a Secure Text Messaging app:

Device Consolidation Pager Replacement

Usability Adoption

5 Challenges of Secure Messaging– A CIO’s Perspective

How Technically Savvy is your Organization?

?5 Challenges of Secure Messaging

– A CIO’s Perspective

Who Will Be Your Core Users (most affected)?


Will the Product’s Features Keep Up with Change?


The Cost of Change


5 Challenges of Change – A CIO’s Perspective

Change Management

Epilogue – Our Story with TelmedIQI. Improved communications and Reliability:

A. Allowed physicians to maintain a dedicated number B. Workflow automation and policy based messagingC. One-touch from message VoIP callback capabilities

II. Device consolidation and integration with existing pager network

III. Real-time collaboration between the right users and physicians

IV. HIPAA compliance with ability to communicate, consult amongst all staff —even for messages to pagers V. Non provider staff no longer have to use personal phones to communicate back to providers

HIPAA compliant communication solutions that simplify the coordination of patient care.

About TelmedIQ

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