SHM Converge Scientific Abstract ePoster Gallery-Beyond Beepers: Navigating the Digital Shift in Hospital Communication

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This study explored how the shift from pagers and phone calls to electronic messaging is affecting hospitalists’ communication. Using rapid qualitative analysis of six focus groups and survey data from physicians across academic and mixed hospital settings, the authors found that electronic messaging has both clear benefits and drawbacks.<br /><br />Hospitalists said electronic messaging makes communication faster and easier, which is especially helpful in the busy hospital environment. However, they also reported important downsides: more message volume, increased multitasking, higher cognitive load, alert fatigue, and greater risk of miscommunication. Many felt that communication had become more fragmented and less deep, with less in-person and verbal interaction. The impact on relationships was seen as mixed—there may be less direct conversation, but overall communication is more frequent.<br /><br />A major problem identified was inconsistent adoption of messaging tools across institutions. This variability has created redundancy and confusion, especially because many hospitals have not provided clear guidance on how to use these technologies appropriately. Participants wanted institutional standards for things like message priority, response expectations, and professional norms such as when emojis or acronyms are acceptable.<br /><br />The authors recommend that hospitals standardize communication by retiring outdated tools when introducing new ones, provide clear institutional guidance, preserve effective safety practices like SBAR, and work directly with frontline clinicians to reduce the negative effects of multitasking and cognitive overload.<br /><br />Overall, the study suggests that electronic messaging improves speed and convenience, but without thoughtful implementation it can also worsen workload and blur communication quality.

Asset Subtitle

Michelle Knees

Meta Tag

Author List Amy Yu, Angela Keniston, Aveena Kochar, Marisha Burden, Matthew Sakumoto, Michelle Knees, Natalie v. Schwatka, Rachel J. Peterson, Sara Westergaard

Category Research

Concept Electronic Messaging

Concept Hospital Communication

Concept Alarm Fatigue

Concept Miscommunication

Concept SBAR

Distinguished Non-Finalist

Presenter Organization University of Colorado Anschutz Medical Campus

Presenting Author Michelle Knees

Track Communication

Keywords

electronic messaging

hospitalists

communication

focus groups

multitasking

cognitive load

alert fatigue

miscommunication

institutional standards

hospital communication

Electronic Messaging

Hospital Communication

Alarm Fatigue

Miscommunication

SBAR