by Kelly Suhr, WISHIN Senior Outreach/Product Specialist
The Markle Foundation, an organization aimed at broadening the benefits of information technology for all Americans, published the results of a nationwide survey in 2011 regarding health information technology. The survey found that 74 percent of doctors prefer computer-based means of sharing patient information with one another, yet only 17 percent of the same doctors actually used such methods.
WISHIN Direct+ Messaging (referred to here, simply as "Messaging") is a simple and efficient computer-based tool that allows providers to easily and securely share patient information electronically. Using Messaging, providers can quickly and securely send entire patient records, continuity of care documents, after-visit summaries, lab results, and other important health information.
In past editions of WISHIN Connections we discussed the two other tools in the WISHIN Direct+ product suite: Referrals and Care Transitions. The Referrals and Care Transitions tools allow for in-depth collaboration with outside organizations to manage and follow up on patient care over time. Messaging aids in this process as well; however, unlike the other WISHIN Direct+ tools, it does not require a specific patient to be at the center of the communication and can be used for any type of secure communication between health care providers. Here are just a few examples of situations where Messaging can be used to quickly, easily and securely communicate:
- A patient has moved and requires all their records to be sent to another organization to establish a new primary-care relationship.
- An insurance company requires a particular portion of a patient's record to complete a workers' compensation claim.
- A young patient returns home from college for the summer and wants her records from the student health center sent to her primary-care provider.
How does WISHIN Direct+ Messaging work?
Messaging works like most standard email programs, except that it has been enhanced to include the added security necessary for transmission of health information. All health care providers given a WISHIN Direct+ address go through a process that verifies their identity and their credentials. This helps to ensure that when messages are sent between health care providers, they are sent between valid users, and the sender can have confidence that each is who they claim to be. In addition to the verification of the health care providers supported by the system, Messaging also includes technical security, including digital certificates and encryption, for the messages and attachments that are shared across the WISHIN Direct+ network. The enhanced security helps to ensure that communications remain confidential and private.
Health care providers, or staff who work with them, send messages from within WISHIN Direct+. When sending a new message, users are presented with a search tool where all other verified Messaging participants can be found. This alleviates the need to memorize or separately record multiple WISHIN Direct+ addresses. The message itself can be a simple text message or it can include attachments. Any type of file is acceptable as an attachment (PDF, Word, Excel, etc.), allowing users to send any type of information.
When an organization receives an incoming message, a notification immediately appears on its WISHIN Direct+ home screen. The tool offers an easy-to-manage work list of messages, with multiple sorting choices and the ability to filter on message recipients and senders. Users can view messages, respond to senders, and download attachments as needed.
An electronic health record (EHR) system is not required to use any of the WISHIN Direct+ products; however, many customers find uploading documentation directly from their EHR to Messaging (or vice versa) a fast and efficient way to share patient files with other organizations not on the same EHR. In addition, many EHRs allow for documents to be imported, so users may easily take an attachment from a message in WISHIN Direct+ and make it a permanent part of a patient's record within their EHR. All of these tasks are completed without faxing, multiple phone calls, or the need to print anything.
What are the benefits of using WISHIN Direct+ Messaging?
Messaging can increase patient satisfaction and save organizations valuable time and money. The Markle Foundation's study found that almost 80 percent of respondents feel it is important for hospitals and doctors to share information to better coordinate care and reduce errors. The majority of patients want their information to be shared when appropriate; knowing their physicians are making strides to do so brings peace of mind that their health data is available to the right people at the right time.
From a financial standpoint, using Messaging lessens the cost for paper and faxing, as well as administrative time spent following up on voice mails, tracking down faxes, scanning and shredding paper documents, and managing large volumes of paper charts. Messaging can also be used to help health care providers meet exchange requirements for Meaningful Use, allowing organizations to receive Medicare and Medicaid incentive payments. By keeping patient satisfaction up and administrative costs down, Messaging is a rapidly growing tool among larger health systems and smaller clinics alike.
Click here for more information on Messaging, or contact WISHIN at wishin@wishin.org.
"Spring Valley Medical Clinic is using the WISHIN Direct+ Referrals application to communicate with long-term care facilities. We use Referrals as a communication vehicle; our physicians can see both previous messages and responses. It has lessened phone calls for clarification, improved legibility and the long-term care facility has been pleased with getting prompter responses. 
Wisconsin Statewide Health Information Network