Effective communication is the foundation of any successful provider-patient relationship. In the modern healthcare landscape, electronic health records (EMRs) have become an integral tool in facilitating communication between healthcare providers and patients. When used appropriately and effectively, EMRs can significantly improve patient satisfaction and outcomes.

The Benefits of Connecting EMRs and Patient Communication

Integrating EMRs with patient communication offers numerous benefits that contribute to improved healthcare delivery and patient experience (1). Some of these benefits include:

• Reducing wait times and improving appointment scheduling: EMRs streamline the appointment process, reducing wait times for patients. Improved appointment scheduling allows for better time management and more efficient patient flow.
• Timely response to patient inquiries: EMRs enable healthcare providers to respond promptly to patient inquiries about care instructions, follow-up guidelines, and billing questions. This reduces turnaround time and improves patient satisfaction.
• Empowering patients: EMRs provide patients with access to their medical records through a convenient portal, encouraging them to take ownership of their healthcare. This two-way communication fosters patient engagement and improves overall care.

Best Practices for Using EMRs to Enhance Patient Communication

While concerns about the physician's interaction with the computer screen during office visits are valid, proper planning and execution can ensure that EMRs enhance provider-patient communication. Dr. Wei Wei Lee, an Assistant Professor at the University of Chicago’s Pritzker School of Medicine (2), highlights the importance of integrating EMRs effectively into patient visits. Based on her research, she developed a set of recommended best practices, known as HUMAN LEVEL:

1. Honour the first minute of the patient encounter: Use this time to set the tone for the visit by engaging with the patient and refraining from using EMRs or other technology.
2. Use the “triangle of trust”: Configure the room layout to allow both the physician and patient to view the EMR screen, ensuring that the physician can maintain eye contact with the patient.
3. Maximise patient interaction: Encourage patients to ask questions and express any concerns they may have, giving them ample time to participate in their care.
4. Acquaint yourself with the patient’s chart: Review the patient's medical history and relevant information before entering the exam room. This preparation allows for more focused and informed communication.
5. Nix the screen during sensitive discussions: When the patient brings up sensitive or emotional topics, divert your attention away from the EMR screen and focus solely on the patient.
6. Let the patient observe data entry: Involve the patient in the documentation process, confirming the accuracy of the information while building trust and engagement.
7. Maintain eye contact: Whenever possible, maintain eye contact with the patient to establish a connection and show attentiveness.
8. Value the computer as a tool: Highlight the benefits of the EMR, such as access to lab results and specialist reports, and emphasise its role in improving patient care. Avoid displaying negative emotions towards the EMR, as it can leave a lasting negative impression.
9. Explain what you’re doing: Be transparent with the patient about your actions during the visit, including the use of the EMR. This helps build trust and ensures that the patient understands the process.
10. Log off in the patient’s presence: When ending the visit, sign off from the patient's chart while they are still present. This reassures them that their information remains private.

By implementing these best practices, healthcare providers can effectively leverage EMRs to enhance patient-centred care and communication.

The Role of EMRs in Streamlining Patient Communication

In addition to improving in-person communication, EMRs also play a crucial role in facilitating remote patient communication. This is particularly relevant in the current healthcare landscape, where telemedicine and virtual appointments have become more prevalent. EMRs can support various communication methods, including:

Email

Email communication allows healthcare providers and patients to connect instantly, enabling effective and convenient information exchange. Providers can use email to address patient inquiries, provide updates, and share relevant resources.

Text Messages

Text messaging provides a quick and efficient means of communication. Healthcare providers can use text messages to send appointment reminders, deliver test results, and provide follow-up instructions. This method is particularly useful for time-sensitive information.

Faxing

While less commonly used for direct provider-patient communication, faxes still play a significant role in healthcare communication, especially when collaborating with third-party providers. EMRs can streamline the faxing process, ensuring secure and efficient transmission of necessary documents.

Telephone

The telephone remains a vital communication tool in healthcare. EMRs can integrate with phone systems, allowing providers to access patient information while speaking with them over the phone.

By incorporating these communication methods directly into the EMR software, healthcare providers can centralise all patient communication, ensuring easy access to relevant information and maintaining a comprehensive communication record. (3)

The Role of GoodX Healthcare in Effective Patient Communication

GoodX Healthcare is a comprehensive healthcare software solution aimed at improving communication and streamlining workflows for healthcare providers in Canada. The platform offers a range of features that enable efficient and effective patient communication, including email, text messaging, fax capabilities, and telephone integration.

With GoodX Healthcare, providers can send emails and text messages to patients directly from the software, ensuring secure and convenient communication. The platform also enables seamless faxing to third-party providers when necessary.

By utilising GoodX Healthcare, healthcare providers can centralise all patient communication, eliminating the need for separate communication platforms and ensuring that all relevant information is easily accessible.

Conclusion

Effective patient communication is crucial for providing quality healthcare and improving patient outcomes. Integrating EMRs with patient communication methods offers numerous benefits, including reduced wait times, timely response to inquiries, and increased patient engagement. By following recommended best practices, healthcare providers can use EMRs as a valuable tool to enhance communication and improve patient-centred care.

GoodX Healthcare further enhances patient communication by offering a comprehensive software solution that centralises all communication within the EMR. With features such as email, text messaging, and fax capabilities, GoodX Healthcare streamlines communication workflows and facilitates efficient and effective communication between healthcare providers and their patients.

By embracing the power of effective patient communication through EMRs and leveraging the capabilities of GoodX Healthcare, healthcare providers in Canada can deliver exceptional care while maintaining strong connections with their patients.

References:

1. Electronic medical records and communication with patients and other clinicians: are we talking less?

2. EHRs and patient communication 

3. Types of Communication in Healthcare | 8x8