DQ1 Week 3 What are the benefits and challenges of one technologically based communication modality e mail a web based forum and so forth involving patients and health care providers In the healthcare arena we have seen the trend of technology sky rocket over the past few years Kaiser Permanente adopted a means for providers to communicate with patient s via their short message system SMS which is a form of e mail The benefit for the SMS allows for the patient to often obtain a quicker response from the provider than having to wait for a phone call back a more personal relationship with the provider and patient an electronic record of the communication and a cut in costs for both the healthcare organization and the patient In one month the organization saved over 270 000 in no show patients alone for one clinic The barriers can lie within the cost of the system federal mandates for security of electronic health information system glitches of course the training of physicians to resort to SMS vs the old fashion forum of picking up the phone The pros seem to out weigh the cons however with all new technology it may take years before the true value is generated Healthcare Technology Online 2010 http www healthcaretechnologyonline com article mvc Cut Patient Communication Costs With SMS Ema 0001 VNETCOOKIE NO Response 2 Benefits Challenges E mail and a web based forum require communication that is effective between both parties in addition to internet connectivity This holds potential risk for many areas of miscommunication and interpretation that may result in quality care issues Quicker access and response since the limited access availability exists when scheduling office visits An email can be responded to much more quickly and at many location should a physician be short on time Example a surgeon who had a scheduled surgery that went over the allotted time He can respond to patient emails between his next appointment or scheduled surgery versus driving back to an office that would add more lost time Freedom to communicate a message at the time convenience of the customer is a benefit since the email can be sent any time of day or night by the member Does not require front office back office mediation which should reduce cost of Customer satisfaction since a patient is not sitting in an office waiting for their the health care delivery scheduled time to see the physician Communication limitation based on skill education levels will be dependent on the receiver and the ability of the health care provider to ensure the receiver has a clear understanding of the message Potential for misinterpretation is the right message delivered How does the health care provider validate the correct message was received The potential risk for inaccurately giving advice in the absence of a physical assessment exists Potential for minimal or incomplete significant information being delivered and communicated from the patient since they are not a medical professional This means the provider must rely on the information conveyed in writing and identify if additional information is necessary and attempt to obtain it Reimbursement how and how much Is an office visit reimbursable at a higher rate than an email since there is no facility overhead costs Does this require a new coding process to support the new type of service Additional efforts to maintain HIPAA compliance exist The health care provider may have securities in pace but how do we ensure the member does Liability protection for the health care provider should the written message result in a negative effect in quality of care Potential risk for internet connectivity issues a provider can ensure their connectivity but not that of the member Patients relying on the safety net of provider interaction via email when there is need for seeking additional health care