Addressing healthcare challenges and improving patient care with secure communication

• Standard healthcare communication platforms are often outdated and have limited capabilities, leading to low levels of quality patient care, greater potential for misdiagnosis, and often, high rates of burnout
• The lack of secure healthcare-specific communication tools can lead to multiple challenges, including data-sharing issues, siloed communication, limited collaboration, HIPAA violations, and potential medical errors
• When considering changing tools, look for a platform that is intuitive, user-friendly, HIPAA-compliant, and armed with healthcare-specific features to alleviate communication burdens for healthcare professionals

Hospitals and healthcare organizations have become key targets for cybersecurity threats. So far in 2024, data breaches in the U.S. have impacted 14 million patients.¹ As communication in healthcare has become more digital, the increased use of digital tools amongst healthcare staff has further expanded the potential footprint for cyber attacks, making it more challenging to maintain the security and integrity that patient data requires.

As we head into a future that will see cyber attacks continue, healthcare organizations need effective and secure communication practices in place to not only protect against threats, but also improve patient care, foster collaboration in healthcare, and lead with innovation.

Standard healthcare communication platforms and devices are oftentimes outdated and limited in their capabilities, resulting in a host of pain points, including: ²

• Data sharing: Standard platforms often experience delays and errors when sharing patient data.
• Siloed communication: These platforms aren’t typically made for quick and seamless communication across multiple teams and departments. 
• Limited collaboration: The lack of capabilities to communicate across teams and departments limits the opportunity for physicians to collaborate on cases in real time. 

As a result, healthcare is facing an interesting communication crisis that’s led 86% of physicians  to rely on typical messaging tools like WhatsApp to communicate about cases with care teams and patients.³

While traditional messaging apps have helped solve the pain points above, they come with their own set of risks. Research shows a lack of understanding of how tools, like WhatsApp, store and record data shared via the app, and the lack of guidelines and protocols for how to use these apps safely has raised legal and ethical concerns.²  Many healthcare workers unknowingly store sensitive patient data and photos directly on their smartphones and are unaware that the use of WhatsApp violates patient privacy laws like HIPAA.⁴

Misconceptions about what is and isn’t allowed in healthcare communications reach beyond the use of traditional messaging apps. For example, it’s widely believed that texting via SMS is considered a secure and compliant way to send and receive patient data, when in fact standard SMS texting does not meet HIPAA requirements for the secure transmission of protected health information.⁴

Furthermore, there’s a common misunderstanding that email is a HIPAA-compliant form of communication, when in fact email is only considered secure when encryption and other protective measures are put in place.⁵

The impact of outdated and insecure communication tactics is far-reaching.  Without collaboration with their colleagues, doctors may misdiagnose and therefore mistreat patients, or experience miscommunications in medication or follow-up instructions that lead to lower patient satisfaction scores.⁶

The simplest way to ensure healthcare staff is communicating in the most secure and encrypted way is through the use of secure healthcare-specific messaging apps that meet all privacy and security regulations.

There are several common communication mistakes made in healthcare settings that hinder patient trust, satisfaction, and outcomes, including:

• Communication errors and misinterpretations caused by outdated technology, which is considered the most common cause of medical errors according to research.⁷ Even the smallest miscommunication can result in patient injury or misdiagnosis
• Disruptions in staffing, scheduling, and workflows, make it difficult for patients to reach their providers and access care in times of need
• The misplacement of patient records and documents, such as discharge summaries, can lead to potential malpractice claims

The potential consequences of these mistakes are vast. Whether it’s lower levels of quality patient care due to scheduling mishaps, misdiagnosis, or misplacing key documentation, these mistakes not only erode patient trust but can contribute to physician burnout levels. In 2021 62.8% of physicians reported feelings of burnout, and while this number has dropped to below 50% in recent years, nearly half of all physicians still report feeling burnout.⁸

Additionally, the use of traditional messaging apps can contribute to physician burnout by blurring the lines between work and personal life. For providers battling heavy workloads, not being able to completely turn work off when they go home only adds to the existing lack of work-life balance.

Implementing the use of secure and encrypted healthcare messaging apps not only keeps patient data safe but also supports physicians in their ability to keep their work separate from their personal lives via separate inboxes for messages and a gallery for images.

For healthcare leaders looking to improve communication between their staff, consider implementing the following strategies:

1. Adopting advanced communication technology: Gone are the days of one-way pagers and traditional messaging apps for healthcare. Healthcare-specific communication platforms exist to empower seamless and secure discussion and sharing of patient information and care strategies. Not only are these tools built specifically for healthcare providers and their needs, but closely follow privacy regulations so patient data is kept safe and secure no matter what.
2. Cultivate collaboration: A 2022 study found that nearly a quarter (22%) of primary care physicians “sometimes” or “seldom or never” sent clinical information to specialists at the time of referral, and more than one-third (35%) “sometimes” or “seldom or never” received information back from specialists after consultations.⁹ This lack of collaboration can lead to duplicate treatments, extended treatment periods, delayed diagnoses, and more. Encourage open collaboration amongst healthcare staff to support improved communication and better-informed decision-making.
3. Establish clear lines of communication between providers and patients: Patient interaction is the heart of healthcare, and that shouldn’t end when they leave an appointment. Incorporating clear, two-way messaging capabilities for patients and providers to connect allows patients to be more involved in their care process, asking questions and providing helpful updates along the way.
4. Build resilient communication infrastructures: Strong communication systems are vital to keeping providers and patients on track with diagnoses and treatments. By implementing redundancy and backup systems, staff are able to access patient documents and provide care even in the midst of a cyberattack. 

Technological advancements are helping to ensure providers can communicate in more secure, collaborative, and effective ways. 

When assessing current communication platforms and looking to implement systems that encourage more productive communication, there are a few key factors healthcare organizations need to consider.

First, the platform must be adaptable to teams’ individual needs and service scope. A home care team with 200 staff members is going to have different communication needs than a traditional hospital with 500+ employees. Communication platforms must be able to grow with and cater to teams’ needs.

It’s also important that communication platforms are intuitive. Having a platform that is easy to use and looks familiar to its user base is important for cutting down the time it takes to onboard the team and begin using the platform to see an immediate return on investment.

Lastly, due to the sensitive nature of healthcare communications, and seamless integration with existing systems, security is critical. Above all else, communication platforms used in healthcare should be HIPAA-compliant and protect patient data to the highest degree.

When selecting a new healthcare communication platform, leaders must carefully balance simplicity, security, and integration. This balanced approach will help to maintain high standards of care and operational efficiency. By considering these elements, healthcare organizations can create a robust framework for evaluating and implementing communication solutions that meet their unique needs and challenges.

As healthcare continues to face significant challenges in security and communication, adopting secure messaging platforms not only offers technological upgrades that make collaboration more seamless for staff, but critical tools to support healthcare organizations.

Implementing better communication practices and tools supports all levels of healthcare, from offering peace of mind to organization leaders on compliance, privacy, and safety regulations, to streamlined collaboration and supporting better work-life balance for healthcare workers, to improved care and better outcomes for patients.