Most departments within Healthcare organizations have established processes that determine how clinicians, physicians, and staff respond to events – from admission and discharge to Code calls.  Over time, these workflows become part of the organizational culture and lack regular process improvement reviews.

Patient outcomes and organizational operations often suffer by the lack of any improvement processes, especially when there are delays in critical, time-sensitive situations.

Zipit observed these processes and identified key areas where communication breakdowns occur in order to develop a solution – Smart Message™ workflows.

Zipit’s smart messages are easy to set up, custom designed workflows that streamline operations, minimize duplication, and automate communication processes such as message escalation and tracking of responses to ensure the right number of people respond to any given task.

Examples of Smart Message workflows include “Grab the Baton” and “Critical Escalation” – each of which were created to address common communication challenges faced in the hospital environment.

“Zipit customized the Grab the Baton workflow to better fit our Mayday needs for our nursing, Radiology, and Respiratory teams. All priority messages are sent this way!” – Patti Davis, MBA, ACHE, Project Manager, Baptist Easley Hospital

The Grab the Baton workflow enables a single message to be sent to a group of people (such as a patient care team) – automating the process of notifying all team members of who accepted that task, and informing those that accepted that they are now responsible for completing the task.  The workflow can also be pre-defined to re-send if the minimum number of acceptances was not met. Using Grab the Baton, teams eliminate instances of duplication – when too many people (or not enough) respond to a task.

Critical situations demand a comprehensive workflow that automatically escalates messages to backup personnel within seconds in the event the primary recipient is not available. In the case of a STEMI activation, critical members of the team, such as an Anesthesiologist, must be available to respond to the message.  If they are not, it is essential that the backup Anesthesiologist be notified. For situations like these, Zipit created the Critical Escalation workflow.

“A key metric in STEMI is decreasing door-to-balloon times. For Beaufort Memorial, Zipit’s escalation workflow is critical to our operation to do just that.” – Sabrina Faircloth, RT, CVT, STEMI/AMI/CP Quality Coordinator, Beaufort Memorial Hospital

The Critical Escalation workflow enables an activation message to be sent to the team, while simultaneously notifying the manager, supervisor, or director that the message was kicked-off. As members of the team acknowledge the message, the manager is automatically notified in real time – empowering them to make better operational decisions.  These notifications clearly state the name of the team member as well as their response to the message.  For example: “John Smith – ETA 5 minutes”

To ensure appropriate response to a given task, the Zipit solution enforces a minimum number of personnel to respond positively to the initial activation message.  If the mandatory minimum is not met, the solution re-initiates the message to the appropriate parties without requiring any further action from the manager.

To learn more about how Zipit smart messages can improve your workflow, contact our Sales team.