Effective Communication Strategies In Healthcare

Effective communication between hospitals is critical to improving patient care and survival rates. In the past, hospitals have relied on pagers and radio-paging to communicate internally and externally, but these methods have limitations. Today, hospitals are increasingly adopting digital communication tools, such as telemedicine, website portals, and mobile platforms, to improve information sharing and collaboration between healthcare providers. This digital transformation allows for real-time information exchange, seamless workflows, and better continuity of care. However, challenges remain, such as the need for common data-sharing mechanisms and standardized policies to facilitate efficient communication and avoid risks associated with delays in information transfer.

Data sharing mechanisms

Despite the benefits of electronic exchange, most Americans' medical information is still stored on paper. When patient information is shared between providers, it is often transferred by mail, fax, or carried by the patient themselves. Electronic exchange is not a replacement for direct provider-patient communication, but it can improve the completeness of patient records. For instance, past medical history, current medications, and other information can be jointly reviewed during appointments.

Federal regulations since 2000 have affirmed patients' right to access their health records. Doctors and hospitals now routinely share health data electronically under HIPAA, with patients and third-party health apps. This allows patients to use digital health tools to track and manage their health. However, some doctors and health systems have expressed concerns about transmitting patient data to third-party apps, which can impede information sharing and care coordination.

To address these concerns, liability for data breaches or improper disclosures depends on the specific circumstances. When a third-party app's developer is unaffiliated with the sending entity, any breach or improper use of data under HIPAA would not subject the sending entity to liability. The receiving entity, in this case, has its duties and liability under HIPAA to protect the patient's information.

Communication policies

Intra-Hospital Communication:

Intra-hospital communication refers to information sharing within a single healthcare institution. This includes scheduling appointments and surgeries, coordinating room changes, conducting lab tests, and exchanging patient records. Hospitals must establish clear protocols to ensure timely and accurate information exchange among various departments and individuals. For example, implementing a system where a ward clerk manages incoming calls and supports clinical staff can improve efficiency and reduce interruptions.

Inter-Hospital Communication:

Effective communication between hospitals is crucial, especially during patient transfers. Data sharing mechanisms, such as health information exchanges, play a vital role in reducing information loss, improving patient safety, and lowering mortality rates. Hospitals should adopt standardised protocols and technologies that facilitate seamless transfer of patient records, diagnostic information, and treatment plans between institutions. This interoperability ensures continuity of care and improves patient outcomes.

Provider-to-Provider Communication:

With the advancement of digital technologies, provider-to-provider communication has evolved. Healthcare providers within the same network can now use secure portals to directly access and exchange patient information. This facilitates better collaboration, enabling providers to offer insights, share lab results, and determine treatment options as a unified team. Such digital collaboration tools enhance connectivity, improve efficiency, and contribute to more informed decision-making.

Provider-to-Patient Communication:

Emergency Communication:

Hospitals must have protocols for real-time, emergency communication. This includes implementing emergency response plans and ensuring compliance with regulations, such as the Centers for Medicare & Medicaid Services mandate, which requires a four-part emergency protocol for eligible healthcare facilities. These protocols ensure that hospitals can effectively manage emergencies and provide timely and critical care to patients.

In conclusion, communication policies in hospitals are comprehensive frameworks that guide information exchange and collaboration within and between healthcare institutions. By adopting clear protocols, utilising digital tools, and establishing efficient workflows, hospitals can improve the overall quality of patient care and enhance operational efficiency.

Telemedicine

In Nigeria, the UNICCON Group has launched an AI-driven telemedicine healthcare platform called "MySmartMedic." This platform aims to improve access to quality healthcare in rural communities by offering instant doctor consultations via video, audio, or chat, prescription refills, drug delivery, and specialist access for chronic disease management, dermatology, and mental health. MySmartMedic does not replace physical examinations, especially in emergencies, but it can digitally check certain patients' vitals and display them to the examining telemedicine provider.

The adoption of telemedicine by hospitals can have both positive and negative impacts on overall healthcare system performance. On the one hand, it can improve total social welfare, especially in partial coverage markets. On the other hand, if the telemedicine cure rate is low and the cost ratio is high, total hospital profit may decrease. Additionally, the implementation of telemedicine can increase waiting times in physical hospitals, causing congestion for patients who require in-person treatment.

Pagers

However, pagers offer some advantages that have kept them relevant in the healthcare industry. One of their key benefits is their reliability, especially in emergency situations. Pagers can operate independently of the power grid and continue to function even when cellular and Wi-Fi networks are down, making them integral to a hospital's disaster response plan. Additionally, pagers are cost-effective, with a longer battery life than smartphones, and their small size makes them convenient to carry around.

Another advantage of pagers is their ability to provide secure communications. Encrypted pagers ensure HIPAA-compliant communication, which is essential for exchanging patients' protected health information (PHI). This feature addresses data security and privacy concerns in hospital communications. ReadyCall® Text pagers, for example, can display HIPAA-compliant messages, allowing for the safe exchange of personal details with patients and their families.

Despite these benefits, pagers have limitations that are driving hospitals to adopt alternative communication tools. Pagers require a separate network infrastructure, which can be costly to set up and maintain. They also lack the capability for multimedia messaging, such as photos and videos, which can be useful for providing medical guidance and coordinating patient care. Furthermore, the lack of two-way communication with pagers can cause issues in critical care situations, hindering effective collaboration among healthcare professionals.

While pagers may still be in use in some hospitals, they are becoming increasingly rare. Hospitals are now exploring more advanced and cost-effective communication solutions, such as virtual pager systems, that offer improved reliability, enhanced collaboration, and seamless integration with other systems. These newer technologies aim to address the limitations of pagers while improving the efficiency and responsiveness of hospital communications.

Interpreters

The role of an interpreter in a healthcare setting is to provide accurate and precise interpretations of spoken content from one language to another. Interpreters are assumed to be proficient in at least two languages and are often required to work outside of regular business hours, including evenings, weekends, and even the wee hours of the morning. They must also be able to cope with the mental and emotional challenges of working in healthcare settings, such as mental health facilities, abuse clinics, and domestic violence services.

There are different types of interpreters, including professional, ad hoc, and relational interpreters. Professional interpreters are trained to follow the conduit model, which assumes that the ideal interpretation is the same for all interpreters, and that their personal understanding, emotions, and attitudes should not influence their interpretation. However, some interpreters find this role frustrating as it may hinder their ability to prioritize patient understanding. In contrast, relational interpreters are more likely to support the patient's perspective and agenda, providing more relevant information about the patient.

Studies have shown that the use of professional interpreters results in greater satisfaction and better communication for patients when compared to other types of interpretation or no interpretation. This is especially important in intensive care unit (ICU) settings, where communication is critical, and decision-making is challenging. Interpreters in these settings may function as cultural brokers or literacy guardians, incorporating cultural nuances into their interpretations and advocating for the patient.

Overall, interpreters are essential in hospitals to ensure that all patients, regardless of their language proficiency, have access to quality healthcare and can actively participate in their treatment plans.

Frequently asked questions