Effective communication between providers and patients is fundamental to delivering safe, high-quality care in the emergency department (ED). The dynamic, high-pressure nature of the ED, with healthcare providers multitasking and facing frequent interruptions (Addressing Workforce Challenges in the Emergency Department: Navigating the Storm), often leads to communication breakdowns, impacting patient satisfaction [1].
Text messaging has been explored as a tool to enhance patient experience by providing real-time updates during ED visits [2]. Studies have demonstrated that such interventions improve patient satisfaction metrics [3]. Additionally, automated text messaging has been evaluated as a strategy for post-discharge follow-up, aiming to reduce the use of acute care resources [4]. While results from a randomized controlled trial (RCT) did not replicate the initial findings [5], other studies have shown that check-in messages post-discharge can significantly decrease ED revisits [6] and improve follow-up rates [7].
Patient-centered care is built on four key principles: dignity and respect, information sharing, participation, and collaboration [8]. While prior research has focused on information sharing, studies around patient participation and collaboration in real-time ED communication are limited.
With growing provider burnout, text messaging can serve as a workflow-enhancing tool, reducing unnecessary disruptions while ensuring critical information exchange. Consider how often providers must track down patients or family members for missing details or minor updates. With seamless digital communication, these interactions can be simplified into a few clicks, allowing providers to inform and engage patients more efficiently.
CyrenCare's Approach:
CyrenCare empowers providers by enabling HIPAA compliant text communication with patients directly from their workstation. Providers can ask additional questions, follow up with patients, collect necessary information, share consent forms, notifications, and distribute educational materials. This innovative feature allows providers to send a question, continue their workflow, and review patient responses at their convenience with auto-translation—creating a more streamlined and efficient ED workflow and patient experience.
References:
- Danielle M. McCarthy MD, MS et al. (2013). Understanding Patient–Provider Conversations: What Are We Talking About? Academic Emergency Medicine, 20, 441–448.
- Barshay, M. et al. (2024). Text Me Maybe: Using Text Messages to Improve Patient Experience in the Emergency Department. Annals of Emergency Medicine, 84(4), S192 - S193.
- Brennan, I., Datta, M., Miner, A., & Dibble, B. (2024). Enhancing Emergency Department Patient Experience and Flow Through Real-Time Text-Messaging Updates. NEJM Catal Innov Care Deliv, 5(4). DOI: 10.1056/CAT.23.0252.
- Bressman, E., Long, J.A., Honig, K., et al. (2022). Evaluation of an Automated Text Message–Based Program to Reduce Use of Acute Health Care Resources After Hospital Discharge. JAMA Netw Open, 5(10), e2238293. DOI: 10.1001/jamanetworkopen.2022.38293.
- Bressman, E., Long, J.A., Burke, R.E., et al. (2024). Automated Text Message-Based Program and Use of Acute Health Care Resources After Hospital Discharge: A Randomized Clinical Trial. JAMA Netw Open, 7(4), e243701. DOI: 10.1001/jamanetworkopen.2024.3701.
- Maurer, E.W., Adam, T., Eberly, L.E., et al. (2024). Post-Implementation Outcomes of a Remote Patient Monitoring Program After Emergency Department Discharge. Stud Health Technol Inform, 310, 509-513. DOI: 10.3233/SHTI231017.
- Wolff, M. et al. (2016). Improving Adolescent Pelvic Inflammatory Disease Follow-up From the Emergency Department: Randomized Controlled Trial With Text Messages. Annals of Emergency Medicine, 67(5), 602 - 609.e3.
- Institute for Patient- and Family-Centered Care. Frequently Asked Questions. Available at: http://www.ipfcc.org