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Clinical Practice Informs Secure Messaging Benefits and Best Practices.

Jolie N Haun1,2, Wendy Hathaway1, Margeaux Chavez1

  • 1HSR&D Center of Innovation on Disability and Rehabilitation Research, James A. Haley VA Hospital, Tampa, Florida, United States.

Applied Clinical Informatics
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PubMed
Summary

Department of Veterans Affairs (VA) clinical teams can proactively use Secure Messaging (SM) to improve veteran care. Identifying and sharing best practices for SM enhances communication, access, and workflow for better patient-centered health services.

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Area of Science:

  • Health Informatics
  • Clinical Communication
  • Patient-Centered Care

Background:

  • Clinical care teams in the Department of Veterans Affairs (VA) are integrating Secure Messaging (SM) into routine care.
  • Identifying best practices for proactive SM use is crucial for successful implementation and sustained engagement by clinicians and veterans.

Purpose of the Study:

  • To solicit input from VA clinical care teams on their local practices using SM.
  • To identify innovative uses of SM for proactive, patient-centered veteran care and workflow enhancement.

Main Methods:

  • A cross-sectional qualitative electronic survey was distributed to coordinators in 23 VA Veterans Integrated Service Networks (VISNs).
  • Content analysis was used for qualitative data, and descriptive statistics for sample characteristics.

Main Results:

  • Responses from 15 VISNs revealed key domains: benefits of SM and SM best practices.
  • Benefits include enhanced communication and increased access to care. Best practices involve integrating SM before, during, and after clinical encounters.
  • SM integration improves veteran care, clinical workflow, and resource utilization.

Conclusions:

  • VA clinical teams can foster an integrated SM culture through proactive use.
  • Sharing best practices can empower all clinical team members to enrich veterans' healthcare experiences via meaningful SM interactions.