Every healthcare organization has different communication needs and priorities. We built the Diagnotes platform to have
broad impact – on productivity, revenue, compliance, risk management, provider experience and patient engagement. Scroll down or click here to learn more about how Diagnotes can be used to support Clinical Communication Best Practices.
1. Care Team Collaboration
Disconnected or inefficient communications create needless risk and delays as critical information hits bottlenecks or falls through the cracks. Providers waste an average of 91 minutes daily due to subpar communications and workflows — this is also the culprit behind medical errors in nearly half of discharged patients, and 7 out of 10 care delays and sentinel events. Diagnotes enables everyone involved in patient care to communicate instantly — even remotely or after-hours — in an easy and HIPAA-compliant way, from their preferred device: smartphone, tablet, laptop or PC.
Client Experience: A mid-size suburban IDN and its affiliated physicians receive messages from the hospital call center frequently throughout the day. In order to improve workflow efficiencies and ensure that communication between the call center and physicians is secure, the client implemented a free secure texting solution but they were not satisfied with its reliability and functionality. The client chose Diagnotes as a replacement and within two weeks the secure communication platform was implemented with 300 users across its network. Users immediately benefited from the additional functionality it offered and call center agents, physicians and support staff can communicate asynchronously and securely using their own mobile devices and/or computers.
2. Messaging with PHI (Text, Messaging & Video)
Sharing PHI should be secure, but it doesn’t need to be difficult. The same tools you use in your personal life — text, phone, camera, video chat, notes, calendars and contacts — are available with Diagnotes for all forms of clinical communications. Diagnotes integrates with your EHR, making patient identification, data access and documentation instant.
Client Experience: Hamilton Medical Consultants implemented Diagnotes to support their 24/7 client access needs. After 45 minutes of training, HMC’s 13 field providers were using Diagnotes to conduct routine communications with patients and fellow clinicians, managing close to 500 encounters each month. No longer needing a call center intermediary, HMC field providers now communicate securely via their own mobile devices, capturing texts, photos and other attachments to document patient encounters, make treatment decisions and facilitate accurate billing.
“Because Diagnotes is HIPAA-compliant, clinicians can append photos of lab results, pharmacy orders and other attachments to a secure message.”
Tara Lutes, JD, Manager of Operations and General Counsel, Hamilton Medical Consultants
3. On-Call Scheduling & Communications
Finding and quickly reaching the right contact for patient care discussions can be a frustrating experience for clinicians, patients and support staff.
For call center staff, that means entering and juggling dozens of schedules, and playing go-between for every after-hours patient call or request for a consulting physician. For clinicians, having to call the switchboard and wait to pinpoint the best contact can divert precious time from an acutely ill patient. For patients, it’s another barrier delaying healing or relief. Yet, it’s a scene played out over and over, dozens of times a shift. Diagnotes automates and gives you access to on-call schedules and directories, so you can connect with the best contact at any given moment.
4. Live Video Chat
Live video chat is a standard features and enables clinicians to easily escalate from text to voice to video when needed.
- Live video chat is used by our clients in a few ways, including:
- Remote consults. Ideal for large IDNs managing relationships with affiliated regional medical centers; capturing fees related to providing telehealth services; and, keeping beds available for high acuity patients.
- Patient-Provider communication, ideal for home health care and chronic disease management.
- Care team collaboration, ensuring everyone involved in a patient’s care is in the know and on the same page.
Client Experience: A nephrology practice for a large, academic IDN utilizes Diagnotes live video chat to consult with an affiliated regional medical center. The remote consults help determine if a patient needs to be transferred to a facility that can offer highly specialized care or not. In nearly all cases, the patients are able to remain in their local hospital setting, avoiding a costly and disruptive transfer. The affiliate is able to continue providing care to their patient, the IDN is able to bill for the consultation and the patient is able to stay closer to home.
"The use of video conferencing between medical centers and off-site, on-call specialists can reduce patient mortality rates and length of hospital stays, as well as lower costs of care."
Wade et al. BMC Health Services Research, 2010.
5. Transitions of Care (ADTs)
Real-time knowledge of a patient’s admission, discharge, or transfer to or from a healthcare facility enables care team members to intervene to help avoid a readmission or a more expensive course of care later. With Diagnotes, care coordinators can be notified and take immediate action when a transition of care occurs. Patients enjoy shorter wait times, and a smoother, more personalized experience during those transitions.
"Diagnotes identifies important transitions of care — including admission, discharge and transfer events — for all Eskenazi Health Center Healthy Aging Brain Center patients and goes into action to immediately alert the assigned care coordinator.”
Malaz Boustani, MD, Medical Director, Eskenazi Health Aging Brain Center
6. Consultations & Referral Management
Diagnotes facilitates consults and referrals by giving clinicians and office staff effortless access to specialists, primary care physicians, imaging/testing systems, partners and affiliates. Have a physician who’s written an order for a mammogram? That physician can pull up local testing options in your network while the patient is still at the office, discuss options, call in the order or make an appointment on the spot. This ease of access keeps referrals in your network, helps you secure additional revenue and saves patients from having to do their own research or calls at home to coordinate orders or appointments.
Client Experience: Diagnotes also enables secure, remote consults — essential for both large, urban health systems and rural or suburban facilities, to provide telehealth services. A large health system uses Diagnotes’ live video to deliver reimbursable specialty care to a rural hospital which, in turn, avoids unnecessary patient transfers while continuing to provide quality, lower-cost care.
"I treat some of the most complex cancers of the head and neck areas. Now that I’m able to review past encounters any time one of my patients has an after-hours question or issue, I’m always informed about how my residents and colleagues have interacted with the patient in the past.”
Stephen Freman, MD, FACS, Center for Ear, Nose, Throat & Allergy (CENTA)
7. Call Center Operations & Notifications
Call centers can be so much more than traffic cops. With Diagnotes, call centers can also be drivers for patient engagement, revenue and savings, and reducing the time to resolution. Integrating Diagnotes with call center operations streamlines the referral, transfer and documentation process. Diagnotes supports call center operations and related workflows by automating scheduling, opening access to schedules for end users, facilitating referrals, allowing patient texting, and documenting calls and texts for reimbursements.
"Before Diagnotes, I could only communicate with one field provider at a time and it usually took multiple calls to resolve an issue. Today I send one message to everyone involved with a patient’s care and it’s done. I save a good hour playing phone tag, and at the end of my shift, I copy my replacement on any ongoing communications so she is automatically aware.”
Amy Jackson, LPN, Call Center Agent, Advanced Healthcare Associates
8. Outsourced Medical Services
Your in-house team needs to communicate effectively, not only with their peers and patients, but also with external audiences — think post-acute, long-term facilities, home health care and more: sending and receiving HIPAA-compliant messages, consolidating on-call schedules and sharing PHI. Most clinical communication platforms can’t handle all of that and address only part of the problem, forcing you onto additional platforms or manual processes. Diagnotes helps you connect with any patient or physician in your community, so you can help ensure safe and optimum collaborations.
“Some want to more effectively connect with patients. Some want to connect employed and independent ambulatory physicians with the care teams at their hospitals. Others may want to have texting connections with caregivers at their long-term care centers to maximize safe, post-acute transitions of care. The beauty of Diagnotes is it allows our members to use it in any way they want.”
Craig Wilson, MD, Chief Medical Officer, Suburban Health Organization
9. Integrations: EHR, AD, Scheduling, Billing
When caring for patients, especially those in great distress or risk, every second counts. Eliminate cumbersome systems and practices to simplify workflows dramatically Diagnotes integrates with:
- All EHRs - including Epic, Cerner and AllScripts
- On-call schedules
- Billing and accounting systems
Complete many essential activities with Diagnotes:
- Access patient records within the EHR
- Document an encounter, including after-hours
- Receive real-time patient transfer alerts
- Access billing reports
- Identify who is on call
“Patients benefit when barriers that stand in the way of clear, timely and secure communication of clinical information are removed. Diagnotes is more than a secure texting solution and can be integrated with our existing information technology framework for additional workflow and communication benefits.”
Dan Vangundy, Director of IT, Major Hospital
10. Critical Labs, ADTs, Other Alerting Events
By integrating with your EHR, Diagnotes can be configured to trigger alerts for anything that can be observed digitally: test results falling outside a set range, a patient’s admission, discharge or transfer and more. Alerts are customizable, reach the right people at their preferred device, and enable earlier intervention to avoid complications, increased risks and costs down the road.
11. Mobile Documentation/Charge Capture
With Diagnotes, you can document those 2 a.m. patient calls and rest easy knowing your communication is secure, HIPAA-compliant and automatically added to the EHR and billing records.
Client Experience: One healthcare facility selected Diagnotes when home care coordinators lacked access to patient information, secure communication channels, and effective documentation when visiting patients at home. This led to the overuse of critical care facilities, poor use of physicians’ time and a high number of hospital readmissions. Billing was also complicated: coders followed physicians to many different locations, copying documentation tickets and mailing those copies to the group’s office for proper billing. After adopting Diagnotes to share and document encounters on-the-go, the provider reported increased efficiencies, patient and staff satisfaction, and a drop in costs, risks and readmission rates.
“We initially looked at Diagnotes for its secure texting capabilities, but what we discovered was a mobile communication system that’s infinitely customizable and could solve one of our biggest challenges: remote documentation and charge capture.”
Stephen Freeland, Cheif Executive Officer, Cancer Care Group
12. Chronic Care Management
Many providers perform reimbursable chronic care services but don’t have the means to document those services easily or consistently so they can claim those reimbursements. Some have experimented with manual data capture, others have employed third-party coordinators and others don’t track that information at all, forfeiting an average of $200,000 in additional revenue per qualifying physician, per year.
With Diagnotes, any encounters with or about CCM-eligible patients are automatically tracked and pulled into a monthly report. CCM work not done in Diagnotes can be easily added to those reports and a suite of notification tools ensures providers makes the most of every opportunity with eligible patients.