PatientSafe Recognized in KLAS Clinical Communication Platforms 2020 – Advanced User Insights Report

July 7, 2020 Tim Needham

KLAS Clinical Communication Platforms 2020 - Advanced User Insights Report

PatientTouch platform cited for unique bi-directional EMR integration, advanced nursing workflows, and patient-centered care team communications

KLAS Clinical Communication Platforms 2020 - Advanced User Insights Report

The KLAS Clinical Communication Platforms 2020 Advanced User Insights Report, released today, comes at a critical juncture for health systems grappling with COVID response and financial recovery. As hospitals protect their staff by limiting the number of caregivers at the bedside, coordinate virtual-team based care more effectively with constrained resources, and consolidate the proliferation of business-grade patient engagement technologies introduced during the pandemic, the Report offers welcome strategic guidance.

Like our own 2018 Mobile Maturity Model, the report “is intended for organizations that are looking to move from an already mature secure communication approach to full clinical communication across their enterprise.” Our team is appreciative of KLAS’ research approach reflecting our category’s maturity, and the joint push to improve vendor quality and share best practices across health systems. KLAS has also adopted an easy-to-understand “Jobs to be Done” framework, which creates a shortlist of use cases that health systems can work from in planning their enterprise clinical communication, collaboration, and workflow initiatives.

Now more than ever, health systems need, and should demand, a flexible, enterprise-wide communication and collaboration platform that can rapidly adapt to the changing care delivery landscape. Our team witnessed this need firsthand during the first wave of the COVID pandemic. One of our own health system customers impacted by COVID in the Northeast used PatientTouch to rapidly expand their user community, leveraged the system’s flexibility to directly address COVID care needs, and in the process developed a playbook for care coordination that we are working to share with our other clients as they deal with the current growth in hospitalizations.

PatientTouch offers a full spectrum of communication and clinical workflows for the acute care environment, including patient-centered care team communications, unified communications, and advanced nursing workflows. The report states that “PatientSafe Solutions is unique as the only non-EMR vendor to have bidirectional EMR integration (with Cerner, Epic, and MEDITECH)”.  The report also finds that advanced PatientTouch customers deploy a comprehensive set of communication, alert, and intervention-triggered clinical workflows including enhanced clinical surveillance, documentation and advanced nursing functions, as well as early adoption of pre-admission and discharge workflows for the care team and ancillary roles. Our customers are currently leveraging this broad set of capabilities to effectively unify communication across their enterprise.  

The report makes effective use of case studies from each vendor’s client base to illustrate the targeted impacts of an enterprise clinical communication deployment. One PatientTouch customer noted, “We are sending discharge and transfer orders directly to the bedside nurses’ phones now. One of our organizational goals is to look at throughput and how well we move patients to the right location at the right time to get the right care. It is really important for us to get patients discharged when they are ready to be discharged, to move patients up from the ER, and to transfer patients out of the ICU right away so we can get the right patients in the right beds.”

The report also describes the customer’s view on combining mobile communication and documentation. “Another big benefit of the PatientSafe system is that nurses can complete… documentation in the app. This has been very beneficial to the organization’s patient care technicians, who do not have dedicated workstations.” Said the profiled customer, “We have been able to move a lot of our documentation for our patient care techs to documenting from the iPhone. When (clinicians) have a mobile phone, they can document right at the bedside. Then they can go right back to caring for patients.” Eliminating the use of shared WoWs and desks also reduces time and supplies spent on disinfecting equipment, as well as decreasing infection risk to staff and patients. 

Customer feedback cited in the report discussed the PatientTouch platform’s benefits to the physician community: “The app for physicians has a very streamlined Interface… Roles come over from the EMR, and physicians can mask their phone number if desired while still getting pertinent messages for their assigned patients. Thanks to the EMR Interface, physicians get notifications about stat medication orders and can access all key patient Information from the PatientSafe tool to help them stay informed.”

We strongly agree with the report’s focus on outcomes, which directly aligns to our proven Outcomes-First Implementation Methodology.  The report includes key outcomes PatientSafe customers have achieved including:

  • Strong adoption; removed barriers in clinician communication. “The providers were grumbling…, but once we put the phones in their hands, they were wondering why we haven’t been using a tool like this all along. One of our biggest naysayers jumped right into using the tool. I get goosebumps about it. Our clinicians didn’t realize how much their day was being impeded by the inability to communicate efficiently with their team and other teams. The documentation in the system is nice, but the communication is the best part.”
  • Reduced amount of delayed documentation; less time spent documenting
  • Increased completion of ambulatory documentation (from 39% to 49%)
  • Clinicians know who to call and who is responsible for which patients

As in prior years, PatientSafe is appreciative of KLAS’ thoughtful and comprehensive research coverage of our category. We thank the KLAS report team for the strategic guidance offered to health systems in their time of need.

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