Communication methods for the Healthcare Organization Brenda Caldwell HCS/320 January 13, 2014 Terri DeWees

As an administrator of a nursing home that is being purchased by a national group, I am responsible to make arrangements for individuals who reside in the facility that have difficulty communicating their approval to release their medical records. New policies being implemented will result in residents being displaced. Their approval of the release of their medical records is pertinent not only for the continued care they will receive elsewhere, but required under the statutes of HIPAA. The subject of this paper is to discuss the situation concerning the nursing home and its’ residents; to make arrangements for these individuals; and to acknowledge the advantages and disadvantages of using traditional, electronic, and social media for health care communication. This paper will also discuss the effects of HIPAA and other regulations on the use of these media for health care communication. There are various types of communication methods that are used in the health care organizations. Face-to-face conversations, telephone calls, letters, e-mails, charts and graphs, bulletins and power points are all used to communicate in health care organizations. However, in this scenario the different types of communication methods that can be used and be very effective is face-to-face conversations, telephone calls, and letters. According to Smith and Jones (2009), “The communication process has four main elements: the sender, the message, the receiver, and the feedback (Perioperative Communication, p. 2). The sender, (which in this case would be myself), is responsible for assessing the message and conveying it to the residents. Since some of the residents have difficulty communicating and have no family members nearby I will have to develop a plan to convey the message effectively. The message should be communicated clearly to the residents and their families as some of them may not be able to comprehend what is happening and others may become upset with the change that is about to occur. The most effective way to deliver the message would be face to face. Body language and tone can help relax the receiver and progress can be made faster. Family members who do not live nearby can be called or have a letter mailed out. These are examples of traditional communication techniques and would suit those who do not have access to or understand technology. In the event that there are no family members, and a resident cannot communicate their approval to release the records as a result of a mental incapacitation, their power of attorney needs to be notified. If they are not available, steps need to be taken to show good faith under the provision of the Good Faith Clause if there is one established. There are advantages as well as disadvantages of the use of electronic and social media for healthcare communication. For instance, while social media has a strong and growing role in healthcare communications among peer communities of patients, it is not the communication vehicle of choice when Americans want to discuss medical issues with their doctors. However, this doesn't mean the use of all digital communication is out of the question for patient-provider interaction. In fact, emails and online channels are favorable for such things as appointment settings, medical record access, and nurse consultations. If people are willing to accept technology for these purposes, chances are they would find convenience in getting information delivered to them just as simple and quick through social media. Social media outlets such as Facebook have the capability to provide an instant answer to a question, give immediate direction to a help source, or it can give patients the support of being connected to others who understand their challenges. A facility can have a page which gives information about upcoming events and filter who is allowed to see the posts, or devise their own website that is monitored daily, again restricting access to only those who have permission. Because of HIPAA, (Health Insurance Portability Accountability Act 1996.) and the strict regulations and enforcement laws pertaining to Protected Health Information (PHI), these sites would be allowed strictly for sharing internal information that the community is allowed to have access to. For instance, sending out a message about the changes that are going to occur without implementing any resident names could be beneficial, since family members could be updated almost immediately should they subscribe for notifications on their cellular device. The disadvantage to this outlet would require manpower to monitor activity and the simple fact that not everybody uses technology or has access to it. According to Doherty (2004), “HIPAA security rules guard against unauthorized transmission of PHI only in electronic form-over the Internet, extranet, private networks and leased and dial-up lines. Other technologies used to transmit PHI-voice over the telephone, paper-to-paper fax machines, and videoconferencing and voicemail systems-are considered analog transactions and therefore outside the scope of HIPAA's security rules” (15:11). With all of the different avenues of communication available, I believe that we should be able to make the necessary arrangements needed in a timely fashion and still provide the best care possible. I also believe that during this change, the residents PHI will maintain secure and I have no doubt that our department heads will pull together as a unit to ensure this transition is a smooth as possible. References
Doherty, S. HIPAA Compliance: Network Computing. (2004, June). Retrieved from EBSCOhost database.
Jones, Smith. (2009). Perioperative Communication. Communication Skill and Application.