In healthcare, every second counts. Therefore, secure and reliable communication between the medical teams, patients, and support staff is compulsory.
Healthcare communication software has done a lot to develop communication between all stakeholders in the field of medical treatment. Patients also favor healthcare providers who offer robust digital communication and services due to the added convenience.
For instance, as per an Accenture study, 77% of patients prefer providers that allow them to request prescription refills electronically.
However, healthcare is a highly regulated domain with stringent laws like HIPAA (Health Insurance Portability and Accountability Act) to ensure data security and patient privacy. So, generic communication platforms might not work, and choosing a highly secure platform is important.
In this blog post, we have covered the most noteworthy features of healthcare communication software and the top 5 platforms in the market.
Why does healthcare communication matter?
Here are the key reasons why effective communication is paramount in healthcare:
1. Facilitates team coordination
Healthcare involves many different teams working together. Clear and prompt communication between doctors, nurses, and specialists can ensure everyone is on the same page about the patient's treatment.
2. Drive telemedicine
Teleconsultation has been on the rise as it offers greater convenience. As per Statista, there are around 116 million users of online doctor consultations worldwide. Healthcare providers must have a robust video and voice patient communication system to deliver quality service.
3. Minimizes errors
Medical errors are a costly affair. A Johns Hopkins study shows that more than 250,000 people die in the US due to medical errors. Effective communication among medical professionals helps minimize errors in judgment, delays, and inaccuracies.
For instance, an HBR study shows that collaborative initiatives launched by the Blue Cross Blue Shield of Michigan lead to a 56% reduction in mortality in bariatric surgery.
4. Strengthens crisis management
Crisis preparedness is part and parcel of healthcare. Lack of real-time communication worsens the situation. Handling the crisis requires seamless and reliable communication among healthcare professionals, employees, and family members.
Features to look for in healthcare communication software
The following are the key features of a healthcare communication software:
1. Secure and encrypted messaging
Data breaches in healthcare industry is rapidly increasing. As per The HIPAA Journal, there were 725 data breaches exposing 133 million records till 2024.
So, the patient messaging system should have advanced security features like end-to-end encryption, multi-factor authentication, role-based user controls, etc.
2. Compliance with HIPAA
The healthcare communication software must be compliant with the data privacy and security provisions laid out by HIPAA. It should also comply with other region specific regulations like GDPR ( General Data Protection Regulation).
3. Seamless integration with EHR systems
The software must be able to quickly integrate with existing IT system and EHR to support automated workflow and seamless information exchange.
4. Mobile accessibility
The communication platform must support mobile accessibility so healthcare providers can communicate with their counterparts and patients on the go.
5. Patient engagement features
The software must support appointment scheduling, real-time notifications, reminders, and accessibility to test results and health records.
6. Telemedicine support
As there is a demand for telemedicine, the communication software must support teleconsultation. It should have advanced video consultation and high quality audio communication features.
7. Scalability and flexibility
The healthcare communication software must be flexible enough to support customization in workflow configuration. It should be scalable to accommodate the evolving needs of the healthcare service provider.
8. Analytics and reporting capabilities
The communication system must have advanced reporting abilities and offer valuable insights in terms of response times, patient satisfaction rate, and team performance. The data helps identify areas of improvement, make informed decisions and promote corrective measures.
5 top healthcare communication software
The following are the top 5 healthcare communication software in the market:
1. Rocket.Chat
Rocket.Chat is a popular, secure communication tool for healthcare providers. It is an open-source software and supports a high degree of customization in features and workflows.
It is HIPAA-compliant and an encrypted messaging app with advanced features like multi-factor authentication and role-based access controls.
The platform enables healthcare businesses to centralize their conversations with patients, other departments, insurers, and vendors. The live patient chat solution can be deployed in cloud, on-premise, as well as air-gapped environments. This works well for healthcare businesses as they operate in a highly regulated ecosystem.
Key features:
- Self-hosted deployment
- White labeling
- HIPAA and GDPR complaint
- Integration with 180+ tools and applications
- Access to full patient conversation history
- HD video and voice calls
- Chat API to automate routine outreach messages
- Private and group conversations
2. Connecteam
Connecteam is a leading healthcare communication software with a host of user-friendly features. It has advanced functionalities for task tracking, HR management, and shift scheduling to drive seamless internal collaboration. It has customizable forms and checklists to collect patient information, case history, and so on.
The platform supports the exchange of files, videos, and multimedia while allowing the employees to react to the messages. It also provides a separate channel for work and personal communication to keep employees focused at work.
Key features:
- Secure in-app chat
- Real-time alerts and push notifications
- Mobile accessibility
- Centralized company directory
- Employee surveys and polls
- Customizable forms and checklists
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3. TigerConnect
TigerConnect is a well-known provider of hospital and clinical communication software. It supports communication in one-on-one as well as groups created by the admins. Users can share images, voice recordings, videos, and documents within the chat.
It complies with HIPAA and the messages are end-to-end encrypted. It allows company admins to set up a PIN lock for accessing important messages. All these features help avoid unauthorized access. The platform allows healthcare providers to communicate with patients as well as their family members.
Key features:
- Internal and patient communication
- High-quality video and voice calling
- Compliant with HIPAA
- Message recall functionality
- Embeds EHR to avoid switching
- Welcome lobby to manage appointments
4. Emitrr
Emitrr offers an exhaustive patient engagement solution with modules for business messaging, appointment scheduling, VoIP-based phone systems, call and text answering, and so on. It also offers advanced features for customer acquisition and reputation management.
The phone system is integrated with EHR which leads to a reduction in call handling time while enhancing the accuracy of responses. It requests reviews automatically from patients after their appointments which ultimately improves the firm reputation. It can handle routine tasks like appointment scheduling and answering FAQs.
Key features
- 24/7 call and text answering
- Automated appointment scheduling
- Real-time alerts and reminders
- Review and reputation management
- Free SMS templates
- EHR integration to minimize context switching
5. Symplr
Symplr is a role-based clinical communications app that connects professionals across teams and roles. The application is integrated with EHRs allowing healthcare providers to tailor their conversation to patients’ needs. This minimizes delays and errors. It has modules for managing contracts, workforce, data, business spending, and compliance.
Symplr serves as a unified communication platform to facilitate appointments, admissions, transfers, and discharges. Integrating the workforce management module helps manage physician scheduling and minimize administrative burdens.
Key features
- Appointment scheduling over messages and calls
- Customizable access management
- Workflow automation
- On-call schedule management
- Easy integration with existing systems
Final note
Effective healthcare communication software facilitates team collaboration and minimizes errors. The automated workflows improve operational efficiency and reduce administrative burden. It strengthens emergency handling which is crucial for hospitals.
When choosing healthcare communication software, data security, and HIPAA compliance is crucial. HIPAA violation may lead to hefty fines ranging from $137 to $68,928 per incident. It also impacts the patient trust and reputation of the healthcare business.
Rocket.Chat is a secure communication platform built for healthcare businesses. As it is an open-source platform, businesses can customize the features and workflow.
Here are the other key features:
- Advanced security features like end-to-end encryption
- Multi-factor authentication to prevent unauthorized access
- Device management features to manage network security
- Supports text, video, and voice communication
- Easy to share medical files, test results, and other documents
- Compliance with HIPAA, GDPR, and many other regulations
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- Digital sovereignty
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- Scalable and white-labeled
- Highly scalable and secure
- Full patient conversation history
- HIPAA-ready
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- Open source code
- Highly secure and scalable
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- End-to-end encryption
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- Supports compliance with HIPAA, GDPR, FINRA, and more
- Supports compliance with HIPAA, GDPR, FINRA, and more
- Highly secure and flexible
- On-prem or cloud deployment
