While most surgical leaders understand the benefits of using patient communication apps in theory, applying the technology in practice often isn’t so cut-and-dried. After all, there’s no shortage of patient communication and engagement
apps on the market that promise to do everything under the sun. So how do you decide which platform will work best for your facility’s specific needs?
“The key is understanding your opportunities, and then finding the technology that can help you achieve them,” says Dr. Spiker.
For instance, sending patients constant updates about next steps leading up to their procedures and messages about how they should expect to feel after surgery prevents them from bombarding your busy providers with questions or, worse, seeking
unnecessary follow-up care. “Preventing even one percent of your patients from going to the ER to have their questions and concerns addressed can save the healthcare system thousands of dollars,” says Dr. Spiker.
As a starting point, consider vendors you already have business relationships with and that have staying power or clout in the industry, says Brittney Wilson, BSN, RN, founder of The Nerdy Nurse, a nursing and technology blog, and co-founder
of Health Media Academy, a consulting firm helping healthcare professionals and facilities improve their digital footprints.
“For example, your EMR vendor may have an communications-based add-on that would meet your needs and already interface with your current platform,” says Ms. Wilson. “Often, because you already have their main product in place,
an add-on costs less than installing a new and separate system.” Plus, she adds, it’ll save you the time, money and stress of integrating a third-party system into your current workflow.
Must-have features of patient communication systems vary greatly from facility to facility, but Ms. Wilson recommends a platform that offers the following:
• Integration into your main EMR system. Convenience is key because, as Ms. Wilson says, “no one likes logging into another system if they don’t have to.”
• A user-friendly interface for both patients and staff. From an aesthetic standpoint, “If it looks like Apple made it, that’s a good start,” says Ms. Wilson.
• Robust reporting and auditing capabilities.
Ms. Wilson advises you to exercise caution with newer vendors and look for companies with a proven track record in the healthcare tech marketplace. “Startups are fantastic, and the patient communication space is an area where many have
cast their net,” she says. “Unfortunately, many startups fail, and your facility would have to deal with negative financial and morale impacts if the vendor you selected went out of business.”
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