A retrospective review of the use of text message communication for a musculoskeletal service during COVID-19

Abstract

Keywords: accuRx, SMS, Communication Purpose: Clinician & Admin Survey Aims•Understand frequency that staff send text messages to patients•Understand types of text messages we send•Identify any accuRx training needs or concerns•Highlight any examples which demonstrate safe, personal or effective care between staff and patients Patient Survey Aims•Understand any added value of text message communication from a patient perspective•Measure patient satisfaction upon receiving text message information•Determine if patients would like more / less communication via text message•Highlight any patient stories which demonstrate safe, personal or effective care In restoring our Service and planning for the future post-Covid, we would like to investigate how best to deliver future patient care. This could be returning to the way we used to do things, or by building on some of the recent changes. We would like to understand the clinician, admin and patient experience of using text messages as a form of communication and information sharing during COVID-19 to inform future practice, particularly where there may be cost implications. Methods: We designed two ‘Survey Monkey’ questionnaires targeted to understand the clinician and administrative perspectives of text message use. 75 surveys were analysed. We designed one ‘Survey Monkey’ questionnaire targeted to understand the patient experience of text message use. 55 surveys were analysed. Results: * Clinical staff and admin staff were using the software differently to meet the needs of patients. * Clinicians, admin and patients rated an average satisfaction score of 9/10 for both the sending and receipt of text messages. * 80% of clinicians send several text messages per week (60% using them multiple times per day). * 92% of admin send several text messages per week (80% using them multiple times per day). * 84% of clinicians believe the information sent / received added value to the consultation. * There were significant savings in terms of time and cost in relation to simplified process maps and a reduction in printing and postage costs. * 96% of patients found the information they were sent useful. * 92% of patients would prefer communication in this format in the future. Conclusion(s): • accuRx provides a triple win. Patients, clinicians and administrative staff all gave a user satisfaction score of 9/10•Provides cost and time saving opportunities•Enriches service digital transformation in line with Trust Values and Objectives•Scope for future improvements through software enhancements•Enhances the ability of health systems to work together within and across organizational boundaries to advance the effective delivery of healthcare for individuals and communities Impact: • Spread ELHT has approximately 1800 EMIS / accuRx users. By demonstrating our knowledge and experience of the product alongside our patient feedback, we can help other services embed this technology; further increasing cost-saving potential and more importantly, it's effectiveness.•Sustainability We can look to improve usage (clinician and admin) and support with further training. By sharing the results, we’ hope to be able to improve how accuRx is embedded into routine patient care. We’ll continue to seek patient and staff feedback to monitor effectiveness for continuous improvement. Funding acknowledgements: No funding