Text messaging changed the way people communicate, but secure text messaging is still an underutilized option in healthcare.
During a June webinar hosted by Becker's Hospital Review and sponsored by DrFirst, orthopedic surgeon David Koronkiewicz, DO, explored issues associated with secure text messaging and shared results of a study on this technology conducted by Goshen Health in Goshen, Ind.
Three key takeaways were:
1.) Secure text messages increase the efficiency of doctor-patient communication, while minimizing HIPAA risks. Although patients are familiar with unsecured texting, this communication medium can expose protected health information, resulting in HIPAA violations and potential fines. Meanwhile, pagers are inefficient, since doctors are summoned to a location or floor but they don't know who's calling or what the page is about.
Secure text messaging is a better alternative to both traditional texts and pagers. Secure messaging can be used with almost any smart device and the entire care team, including patients and family members, can participate in communications. "There's a clear business case for secure messages," Dr. Koronkiewicz said. "Early recognition of patient complications could result in fewer emergency room or office visits. If patients like text messages, it could increase positive word-of-mouth referrals to family and friends." One limitation to secure text messaging, however, is that physicians can't use it to give orders, based on guidance from CMS and The Joint Commission.
2.) Research suggests that increased use of secure text messaging in healthcare would be beneficial. From December 2018 to February 2019, Dr. Koronkiewicz's orthopedic group conducted a study of DrFirst Backline Enterprise secure messaging. The goal was to determine whether this technology would improve communication during the peri-operative period for post-operative hospital patients. All orthopedic surgical cases at Goshen Health were counted, including inpatient, outpatient, elective and emergent. The control group had 44 women and 18 men, while the pilot had 41 men and 33 women. The average age was 56 for the control group and 59 for the pilot group.
When secure text messaging was made available to patients, 83 percent were very satisfied or extremely satisfied that they could communicate with their surgeon, 82.6 percent felt more relaxed, almost 78 percent felt it improved the overall care experience and 90 percent would recommend that family and friends use secure text messaging the next time they required surgery. The messaging system also didn't disrupt provider workflows. "The overwhelming positive response from patients, nurses and physicians gives us credibility and acceptance for increased use of secure text messaging in healthcare," Dr. Koronkiewicz said.
3.) Secure text messaging can improve every patient touchpoint, leading to higher patient satisfaction. Today, Dr. Koronkiewicz's practice uses secure messaging in a variety of ways. The scheduler updates the team when people are running early or behind. Surgeons communicate with their scrub techs and nurses, as well as with families both pre-operatively and post-operatively. Nurses can message patients the night before surgery to remind them not to eat or drink and to take a shower using Hibiclens. "Secure messaging is helping the team realize what DrFirst calls the 'Healthiverse.' Everyone is connected in real time to each other and to the information they need, so patients get the best care where and when they need it," Dr. Koronkiewicz said.
Learn more about the care coordination solution used by Dr. David Koronkiewicz and Goshen Orthopedics & Sports Medicine.
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