Clinical Notes from the CNIO – March 2024

“To effectively communicate, we must realize that we are all different in the way we perceive the world and use this understanding as a guide to our communication with others.” — Anthony Robbins

Effective communication is critical to providing unparalleled care to our patients. To achieve this takes multiple components working in harmony, including the route of communication — which relies on having reliable technological tools. This includes devices, like new iPhones and access to applications, like Secure Chat in Epic.

As we complete our initial rollout of iPhones to HMH inpatient care areas, we’re excited about the opportunities they’ll bring! We’re already working on enhancements, based on user feedback, and incorporating the many lessons learned as we prepare to bring new iPhones to our community hospitals in the coming months (a timeline will be shared in April).

This leads to another component of effective communication — people. When using different communications tools, we should think about the perspective of those we communicate with to ensure we deliver needed information as efficiently as possible.

With that in mind, you should consider our WISE communication model below:

• When are you sending the message?

  • Consider your method of communication, depending on the time of day you’re sending the message.

• Importance level of the message, based on the timing of response needed.

  • Immediate needs should involve a team activation, such as a Code Blue or a direct phone call to a provider, while less urgent needs can use other methods, such as Secure Chat.

• Specific care team members needed.

  • If using Secure Chat, ensure your communication is only to the person/people who are directly involved and avoid replying to group chats unless all members are needed in the conversation. For more information, review these Secure Chat resources.

• Evaluation of effectiveness of the communication.

  • Determine if further communication or escalation is needed.

While technology continues to provide new and different means for communicating, it becomes increasingly critical that we use proper judgement in the use of these tools to ensure we’re sharing messages in the most effective ways possible.

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