Streamlining Provider Communication for Better Patient Care

Written by Jonathan Rogg, MD, MBA

For centuries, humans have pioneered new ways to communicate—from cave paintings and carrier pigeons to telephones and email. Today, we have a myriad of tools such as pagers, cellphones, answering services and text messaging. But with so many options available, are we enhancing collaboration or making it harder to connect?

Research shows that better communication between health care providers can significantly improve the quality of care1.? Clear communication reduces medical errors, enhances patient safety, improves care coordination and increases overall satisfaction for both patients and providers2. At Houston Methodist , we have standardized our communication platforms, using innovative tools to bridge gaps and improve care for our patients.

Our first major focus was the adoption of a standardized electronic scheduling platform, which makes it easy for our physicians to set their call schedule. Our second essential tool is the on-call directory, integrated into our electronic health record (EHR), making it easy to identify who is on-call and how best to reach them. ?Previously, our physicians relied on paper sheets which were sometimes incorrect and often outdated. An online directory improves response times and usability for the requesting physician. Similarly, our secure messaging system, also integrated into the EHR, allows providers to communicate in a way that protects the patient’s safety and shares important updates with the patient’s treatment team. Having a common communication tool makes it easy to keep doctors and nurses aligned for patient care needs. ?As a result, we have seen a reduction in communication delays and a significant improvement in care delivery efficiency.

These efforts to streamline communication have a far-reaching impact. For patients, clear and effective communication creates confidence in their care. When patients know their care team is well-informed and aligned, it improves their treatment experience and adherence to care plans3. By standardizing communication methods, we enhance the quality of care provided and ensure that each patient receives the best possible treatment. At Houston Methodist, we are proud of the progress we have made and look forward to continuing this journey, and we’re committed to providing unparalleled quality in care, communication and collaboration.

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References:

1. Kwame, A., Petrucka, P.M. A literature-based study of patient-centered care and communication in nurse-patient interactions: barriers, facilitators, and the way forward. BMC Nurs 20, 158 (2021). https://doi.org/10.1186/s12912-021-00684-2

2. O’Daniel M, Rosenstein AH. Professional Communication and Team Collaboration. In: Hughes RG, editor. Patient Safety and Quality: An Evidence-Based Handbook for Nurses. Rockville (MD): Agency for Healthcare Research and Quality (US); 2008 Apr. Chapter 33. Available from: https://www.ncbi.nlm.nih.gov/books/NBK2637/

3. Zolnierek KB, Dimatteo MR. Physician communication and patient adherence to treatment: a meta-analysis. Med Care. 2009 Aug;47(8):826-34. doi: 10.1097/MLR.0b013e31819a5acc. PMID: 19584762; PMCID: PMC2728700.