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Advance for Health Information Professionals • January 2017

ADVANCE FOR HEALTH INFORMATION PROFESSIONALS / PROFESSIONAL ISSUES CIOs responded that physician adoption was both the top challenge and the top measure of success relating to secure messaging app rollouts. around secure messaging projects. There is a really interesting space where these two priorities overlap, and I decided to explore further with a couple of experts. I talked to Dr. Andrew Mellin, chief medical officer, Spok; and Jason Stanaland, a professional services manager and Spok’s mobility solutions expert. They shared some insight that I think is worth a larger discussion across the healthcare industry when it comes to technology implementations, primarily around the partnerships required for successful implementations in the clinical space. For example, in the survey, CIOs responded that physician adoption was both the top challenge and the top measure of success relating to secure messaging app rollouts. This seems like a perfect example of the convergence of technology and usability. Dr. Mellin: Secure messaging is not just an IT/telecom project. It should be thought of as a clinical communications project to enhance patient care and care team collaboration. I would advocate that these undertakings require a tight partnership between the CIO and the chief medical information officer (CMIO) for success. This type of collaboration is critical to ensure the clinical workflows, provider satisfaction and IT security and deployment needs are met. As these types of solutions move beyond messaging to solutions that support critical notifications and multi-person care team interactions, they require both a deep understanding of how end users work and their processes, as well as the technical requirements of a solution. For example, we know a critical success factor for these solutions is ensuring adequate Wi-Fi coverage in the hospital—something that the CIO must ensure prior to rollout. Similarly, the CMIO needs to ensure the directory, call schedules and device preference and escalation configurations are accurate for the providers so messages can get to the right person’s preferred device and be escalated to another provider if needed. Both the CIO and CMIO need to create a communication and support plan that demonstrates immediate clinical and personal value to physicians and helps them with the inevitable nuances of making sure the physicians’ cell phones are set up correctly for reliable message delivery. Stanaland: Given my experience at numerous customer locations, I would even take this one step further. There are examples I can think of where the CIO and CMIO worked together on an organization-wide strategy, involved clinical champions and supported the purchase of a technological solution to solve a general high-level problem (e.g., non-secure communication), but then the project fell apart. There seems to be two reasons for this disconnect. First, sometimes the scope of the problem that leaders are looking to solve isn’t specific enough. Data security is a really big scope, and you might think that wanting to secure text messages and photos shared between providers is pretty detailed, but it’s actually not. I’ve seen more success at locations where a secure messaging app is purchased to move a roadmap of very specific metrics, like reducing the time it takes for an ED physician and the admitting hospitalist to connect and confirm a patient admit, which will in turn impact a targeted revenue 21 JANUARY 2017


Advance for Health Information Professionals • January 2017
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