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OS04 - Communication Redefined for Better Care Outcomes (ID 7)
- Event: e-Health 2018 Virtual Meeting
- Type: Oral Session
- Track: Clinical Delivery
- Presentations: 1
- Coordinates: 5/28/2018, 11:30 AM - 12:30 PM, Granville II Room, Conference Level
OS04.04 - Clinical Communication & Collaboration at Fraser Health: SMS or Not? (ID 118)
Purpose/Objectives: There is an emerging need for Secure Messaging (SM) from clinicians. Unfortunately, with the prevalence and consumerization of mobile apps, finding an effective enterprise-level solution within the HA has its challenges due to prolonged timelines and rigid privacy/security requirements. Currently, clinicians are using unsecure methods of text messaging to support clinical care by sending PHI through text messaging on their personal device. At Fraser Health, an EMM platform has been implemented to enable secure access to FH data from personal or corporate smartphones. We introduced SM to enable our clinicians to communicate effectively while supporting their mobile workflows.
Methodology/Approach: The approach to implement SM was to leverage EMM to support mobile device management of personal and corporate smartphones. SM platform was identified to support the mobile workflows of the various multidisciplinary teams and more effectively communicate in support of patient care. The objective was to enable Clinical Communication and Collaboration (CC&C) and layer clinical systems integration capabilities such as, On-Call, alert notifications, MEDITECH modules and pager replacement. Without progress in this space, physicians will continue to insecurely text message colleagues to risk security of sensitive data, patient safety and fall behind in communication efficiency/effectiveness. The project focused on delivery of procurement, design, build and integration for SM in a PoC prior to expanded rollout. A clear BYOD strategy and app roadmap was created with the enterprise in mind for the acute and community sites. The complexity including smartphones and expectations around new access to clinical data impacted our security, privacy, legal and professional practice policies. A change management strategy to support a transformational app was required to support the wide range of use cases. Finally, a communication and roll-out strategy to support the pent-up demand was created to ensure effective rollout across the health authority. The challenge was managing expectations for those keenly interested while supporting those concerned with change.
Finding/Results: Secure Messaging requirements included identification of a Clinical Communication & Collaboration solution. PoC go-live included acute and community area across emergency, hospitalists, surgery, primary and mental health. The solution design supported effective communication for patient care. The implementation was successful because of ongoing support from clinical leadership to accurately identify use cases that would maximize SM utility. The implementation introduced timely communication between care providers, optimal decision making between care providers, enhanced clinical workflow to reduce unncessaary phone calls/faxing/chasing providers, and minimized user technology overload to simplify process for clinical users.
Conclusion/Implications/Recommendations: Delivering a successful mobile app at an enterprise level requires effective design, delivery, implementation and engagement, adoption and use. Many apps have the capability to create innovation and transformational change if implemented correctly. SM is a basic functionality but could be a disruptive technology if it mobilizes users, access to information and effective communication workflows. At FH, it has optimized, simplified and integrated communication for our clinicians because they have the data to support clinical decision making when required urgently. The greatest opportunity will come as we integrate systems, interoperability between other HA's and create policies to ensure professional practice are supported.
140 Character Summary: Introducing Clinical Communication & Collaboration solutions to mobilize clinicians in the Health Authority, while effectively securing PHI on personal devices
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