SHM Converge Scientific Abstract ePoster Gallery-Exploring Drivers of Dissatisfaction With Inpatient Secure Messaging Practices Among Hospitalists and Nurses

Pdf Summary

This study examined how hospitalists and medicine unit nurses feel about using a shared secure messaging platform for inpatient communication. The authors surveyed 53 hospitalists and 27 nurses at a large urban academic hospital to assess satisfaction with current messaging practices and identify the main sources of dissatisfaction.<br /><br />The survey was based on prior focus groups and interviews and included Likert-scale questions about overall satisfaction, specific communication domains, and rank-ordering of factors that most negatively affected messaging experiences. Responses were anonymous.<br /><br />Overall, hospitalists were less satisfied than nurses with secure messaging practices. The largest differences between the two groups involved how much messaging disrupted workflow and how standardized communication practices were. Hospitalists especially disliked the high volume of messages they received and the difficulty of determining message urgency. Nurses, in contrast, were most frustrated by delayed responses and by receiving messages that lacked patient identifiers.<br /><br />The main conclusion is that dissatisfaction with secure messaging is common, but the key pain points differ by role. Hospitalists are more affected by message burden and interruptions, while nurses are more affected by slow replies and incomplete information. The authors suggest that reducing message volume could improve satisfaction for both groups. They also emphasize that any best-practice guidelines for secure messaging should be developed with input from both hospitalists and nurses to ensure the system meets the needs of all users.

Asset Subtitle

Esther Y. Hsiang

Meta Tag

Author List Esther Y. Hsiang, Molly A. Kantor, Sarah J. Flynn

Category Research

Concept Inpatient Secure Messaging System

Concept Hospitalist

Concept NURSE

Concept Communication Workflow

Concept Satisfaction

Distinguished Non-Finalist

Presenter Organization Ucsf

Presenting Author Esther Y. Hsiang

Track Communication

Keywords

hospitalists

nurses

secure messaging

inpatient communication

satisfaction survey

workflow disruption

message volume

response delays

patient identifiers

best-practice guidelines

Inpatient Secure Messaging System

Hospitalist

NURSE

Communication Workflow

Satisfaction