We live in an age of remarkable advances in healthcare technology, including such breakthroughs as genetic sequencing, 3-D-printed prosthetics, robotic-assisted surgery and AI-powered imaging systems. However, research shows that outdated and inefficient communication technologies create persistent challenges in the industry.
Healthcare is by nature a highly cooperative endeavor, requiring collaboration between physicians, nurses, technicians, pharmacists and case managers. However, teamwork is often compromised by fragmented communication infrastructure. For all its high-tech achievements, healthcare remains heavily dependent on outdated communication technologies. An estimated 90 percent of healthcare organizations still use pagers and fax machines.
This fragmentation can lead to chronic delays, operational cost increases, staff burnout, preventable errors — and, tragically, patient deaths. In a 2020 analysis of 23,000 medical malpractice lawsuits, medical safety experts at CRICO Strategies found that communication failures contributed to $1.7 billion in malpractice costs and almost 2,000 preventable deaths. Additionally, the National Center for Biotechnology Information concludes that U.S. hospitals waste more than $12 billion annually due to communication inefficiencies.
Communication Enhancements
To overcome these challenges, healthcare organizations must modernize their communications infrastructure and processes. In addition to enhancing communication between care teams and patients, modern systems can automate many routine tasks, reducing errors and allowing providers to focus more on patient care.
Key features healthcare organizations should consider include:
- Communications-Platform-as-a-Service: CPaaS is a cloud-based platform that allows organizations to integrate voice, video, chat and text messaging into their applications and services. CPaaS facilitates real-time communication between healthcare professionals, enhancing patient engagement and care coordination. It also allows them to collaborate seamlessly on patient care plans, share critical information and make timely decisions.
- Unified Communications: UC platforms enable healthcare organizations to integrate various communication channels, such as voice, video, instant messaging and presence. This integration can enhance communication and collaboration among healthcare professionals, support staff and patients.
- Contact Centers: Time is of the essence in medical emergencies. Healthcare contact centers can quickly connect patients with the right resources. Interactive voice response (IVR) systems can route incoming calls to the appropriate department or healthcare professional, reducing hold times and ensuring patients get the help they need quickly. Contact center staff can also assist in appointment scheduling, reminders and follow-ups, reducing appointment no-shows and optimizing the use of healthcare resources.
- Secure Messaging: Considering the confidential nature of personal health information, all healthcare organizations should use secure messaging and collaboration tools to transmit sensitive patient information. Encrypted messaging also helps providers comply with HIPAA and other data privacy laws.
- IP Telephony: Voice over Internet Protocol (VoIP) solutions enable flexible and reliable voice communication via a number of devices, including desktops, laptops, tablets and mobile phones. It also facilitates telemedicine, allowing patients to consult with providers remotely. Integration with electronic health records (EHRs) allows care teams to share medical records, images and test results easily.
- Mobile UC: Mobility solutions are essential in healthcare today, enabling real-time collaboration, rapid decision-making and seamless access to patient data regardless of location. In emergencies, mobile UC features enable rapid response teams to communicate and coordinate their efforts, potentially saving lives.
Conclusion
In a field where every second counts, efficient, secure and scalable communication is a necessity. Modern communication platforms and advanced UC solutions offer a way forward for communication-challenged healthcare organizations. Contact us to learn more about communication technologies that can improve patient care, reduce costs and transform the healthcare industry.
