Limited EHR integration impacts use of clinical communication tools

TigerConnect customers value ease of adoption

Many provider organizations are prioritizing improved emergency response time and improved response time to patient needs. While vendors are driving these outcomes across the board, TigerConnect showed the most consistency in helping clients achieve desired outcomes.

Clients said their key outcome is efficient communication with the broader care team for providers. They also mentioned easy implementation for both patient and physician communications.

Customers also highlighted Baxter, PerfectServe (their native solution and Telmediq), and Vocera for their ability to integrate with third-party solutions for improved communication efficiencies. However, many customers reported wanting to integrate more alerts, and many said they want guidance around appropriately overseeing alert volume.

Interviewed symplr clients mentioned alert fatigue and also reported less confidence in the tool's ability to enhance efficient communication. They cited two factors: insufficient EHR connections and not rolling out the tool broadly enough to track patients effectively.

PerfectServe Telmediq supports third-party connectivity

PerfectServe Telmediq customers noted being able to make more third-party API connections due to the vendor's ability to develop meaningful connections without high costs.

Other vendors have seen increased adoption of connections through proprietary tools, such as Baxter's and Vocera's middleware offerings and PerfectServe's Lightning Bolt Scheduling offering.

Symplr and TigerConnect respondents said their vendor's pricing model has historically been a barrier to increased connections. Symplr includes an integrated scheduling tool, but several deep adopters have yet to leverage or optimize their use of the solution.

symplr, PerfectServe Telmediq & Vocera often not embedded in EHR

Clinicians want messages from clinical communications tools to be integrated with the EHR to streamline workflows. PerfectServe, TigerConnect, and Baxter respondents most consistently reported the use of communication tools within the EHR.

Interviewed symplr customers said the vendor has improved their alerts/alarms but could improve EHR integration capabilities. Vocera and PerfectServe Telmediq respondents reported integrated workflows, but some were not aware of the capability.

In addition to EHR integration, respondents also prioritize messages getting to the right clinician. Scheduling is critical to streamlining that process. Interviewed PerfectServe deep adopters often use Lightning Bolt, the vendor's Dynamic Intelligent Routing technology, or an interfaced third-party scheduling tool to connect with the correct care team member.

Baxter respondents reported that the vendor gets messages to the right users through end-user training investments and utilizing nurses for quick corrections.

No vendor consistently connects across all use cases

Many interviewed deep adopters purchased their tools for a specific communication workflow rather than as a comprehensive communication platform. Therefore, few respondents have broadly connected their vendor's solutions to maximize use cases.

However, companies have varying strengths that support more optimized connections. For instance, PerfectServe and TigerConnect offer proprietary scheduling platforms. As a result, many of their responding customers reported fewer barriers to integration.

Baxter and Vocera have proprietary middleware solutions, so nurse workflow technology is often a key component of customer contracts. Respondents also reported that Vocera's badges are a cost-efficient way to connect with dietary teams.