The electronic health record (EHR) has transformed clinical documentation, but even the most advanced technology cannot replace the need for clear, effective communication among healthcare professionals (HCPs). When communication breaks down, the likelihood of error and adverse outcomes increases. Although face-to-face conversation is the most effective way to communicate critical information, it is not always feasible in a fast-paced clinical environment. As new EHR communication tools emerge, understanding how to use them safely and appropriately has become essential to ensuring patient safety.

One of those tools is secure chat, a HIPAA-compliant, private messaging feature built directly into the EHR. Accessible on desktop and mobile devices, secure chat allows HCPs to communicate in real time without relying on pagers or external applications. By enabling quick, encrypted communication, it can efficiently streamline tasks, support patient-specific discussions, and reduce communication delays among the healthcare team. Unlike patient portal and inbox messaging, which facilitate formal communication between HCPs and patients, secure chat is intended for informal, operational communication among healthcare team members, and its message content is not automatically stored in the EHR.

Increased efficiency, however, does not always translate into safer care. A recent survey found that while many HCPs valued secure chat’s efficiency and usability, 46.2% reported safety concerns, particularly when the tool is inappropriately used for urgent or time-sensitive communication and when closed-loop communication is lacking. Another 34.7% cited workflow and integration challenges, highlighting the need for clarity around when and how to use secure chat.

HCPs are responsible for understanding the tools they rely on to deliver and document patient care. At the same time, healthcare organizations must provide comprehensive training, ongoing education, and clear expectations to ensure staff use secure chat appropriately, consistently, and in ways that support safe, effective clinical communication.

Article By: Christen Marx, MEd, BSN, RN, CPHRM, LNC at coverys.com