SHM Converge Scientific Abstract ePoster Gallery-The Effect of Secure Messaging on Hospitalist Workload and the Impact of an Enhanced Platform Intervention in Reducing Workload

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This study examined whether better use of secure messaging (SM) platform features could reduce hospitalists’ perceived messaging workload and improve message response times. In a single-site, two-phase pre/post design, clinicians first used the default messaging setup and then an enhanced setup that disabled interruptive notifications and encouraged use of availability features.<br /><br />Patient load and messaging volume were similar across both phases, and receipt-to-read times did not change significantly, remaining about 1.5 minutes in both periods. However, perceived workload was substantial overall, with initial task load scores around the 80th percentile compared with other workload benchmarks such as medical work, air traffic control, and piloting aircraft.<br /><br />The weighted NASA Task Load Index (wTLX) scores decreased from 62 to 56.5 across all clinicians after the enhanced intervention. This improvement was mainly driven by physicians, whose scores dropped from 64 to 49. In contrast, advanced practice provider (APP) scores increased slightly from 61 to 64. Statistical modeling showed a significant reduction in workload for all clinicians and for physicians, but not for APPs.<br /><br />The study also found that message volume was only weakly correlated with perceived workload, suggesting that the burden of secure messaging is not explained by volume alone.<br /><br />Overall, the authors concluded that secure messaging creates meaningful cognitive burden for both physicians and APPs. Optimizing platform use may provide modest relief for some users, especially physicians, but is unlikely to fully address the broader workload demands. Future research should identify the main drivers of messaging-related burden and test more targeted interventions.

Asset Subtitle

Michelle Knees

Meta Tag

Author List Anna Furniss, Claire R. Brickson, Jacinda Nicklas, Jessica Clawson, Marisha Burden, Mark J. Kissler, Michelle Knees, Samuel Porter

Category Research

Concept Secure Messaging Platform

Concept Workload

Concept Weighted TLX

Concept Platform Feature Optimization

Concept Hospitalist

Distinguished Non-Finalist

Presenter Organization University of Colorado Anschutz School of Medicine

Presenting Author Michelle Knees

Track Communication

Keywords

secure messaging

hospitalists

messaging workload

response time

NASA Task Load Index

pre-post study

interruptive notifications

availability features

physicians

advanced practice providers

Secure Messaging Platform

Workload

Weighted TLX

Platform Feature Optimization

Hospitalist