Hi-Touch Healthcare

1. Hi-Touch Healthcare

2. Information and Communication Technologies

3. What to Expect in this Presentation • Overview of the impact of information and communication technologies on the delivery of healthcare • Overview of how communication technologies influence messages in everyday encounters • Overview of the importance of nonverbal communication in the use of information and communication technologies

4. Importance of Soft Skills “Communication is the skill that can possibly have the greatest impact on effective healthcare delivery. It really is the key to clinical governance and demands as much attention, respect and sustaining as other seemingly ‘harder’ targets. However, often the mere mention of the importance of communication causes less than positive reactions in healthcare professionals.” (Jelphs, 2006, senior fellow at the Health Services Management Centre at the University of Birmingham)

5. “A lot of the diagnosis and monitoring functions will be done through little devices— smartphones— by the patient with computer assistance. So it’s a real big change in the model of how we render healthcare.” -Eric Topol

6. Computer Mediated Communication in Healthcare • How did we get here? Communication Electronic Records Records Patient Education Telecare Collaboration Access Efficient Cost

7. Is the technology channel-lean • or channel-rich? • Where is the patient? Activity: Channel-Lean or Channel-Rich? Write down the most recent technological change that impacts how you intake patient information, document, share or report patient information. Pair up and discuss how the technology has changed the way you interact with colleagues and patients.

8. Remember… “A computer lets you make more mistakes faster than any invention in human history, with the possible exceptions of handguns and tequila.” -Mitch Ratcliffe

9. Advantages of Information and Communication Technologies Enhances the patient-provider relationship • Email, social media, text messaging • Electronic health records • Telecare Effective and rapid information sharing saves patients time and money Provides patients with better access to medical records Increases patient education (Koivunen, Niemi, and Hupli, 2015)

10. Disadvantages of Information and Communication Technologies • Diminishes face-to-face contacts • Diminishes collaborative diagnosis • Increases possibilities of misunderstandings • Increases workload from the volume of emails • Increased potential for information loss • Can lead to “nursing the chart rather than nursing the patient.” (Avison and Youndg, 2007; Koivunen, Niemi, and Hupli, 2015)

11. “Body language: Some say it’s just about 65%” ...(Burgoon, 1994) Based on the work by Albert Mehrabian

12. WIIFM: What’s in it for me? • Effective use of information and communication technologies can enhance inter-professional collaboration. • Effective use of information and communication technologies is essential to the delivery of high quality health care. • Poor use of information and communication technologies is a common contributor of unintended patient harm. • It is important to understand the impact of information and communication technologies on the delivery of quality healthcare.

13. Activity: Change the TECHNOLOGY Howeffectively do you use information communication technologies? • Individual work first • Review last three text messages • Review last three phone calls • Review last three job related mediated forms of communication (patient education, shift reports, electronic medical records, etc.) • Pair up and discuss observations

14. Large Group Report Out

15. Thank you! Questions? Comments?