Why Behavioral Health Care Organizations Should Rethink Patient Communication

Communication is the key to improving all aspects of behavioral health patient care and clinics. Studies show that nearly 66% of all medical errors were a result of ineffective team communication. Much has been written about how to improve internal communication across a clinic, but communication between patient and care provider is just as important to improving patient care and the overall success of a clinic.

As advocates for the advancement of behavioral health, these communication limitations and our viewpoints about what patients want and expect need to change. 

Patients are using technology

According to Pew Research Center, 81% of Americans own a smartphone and that number is growing year-over-year. In addition, patients are familiar with using mobile apps. In fact, there are over 31,000 health, fitness and medical record apps currently on the market, and the average post-pandemic patient has experience interacting with their care provider via video conferencing technologies or some type of health portal.

The future of healthcare is mobile, and behavioral healthcare should embrace these new technologies and the possibilities they open for improving patient communication.

Patients need better access to care

The healthcare world is shifting to value-based care models in which patients have more frequent access to and greater communication with their healthcare providers.

Historically, access to healthcare providers has been gated and highly regulated. But as the way people communicate in general has changed, so have patient expectations when it comes to communication with their provider. Patients benefit from more frequent and personal forms of communication, especially texting. Texting is what patients want, and it will help make patients feel more connected and seen by their care provider.

The biggest challenge to increased patient access to care has been billing. In the past, HIPAA laws and other regulation prevented providers from billing patients for a text messaging exchange. However, in 2018, the Centers for Medicare & Medicaid Services (CMS) released a proposal taking steps to use new technologies such as remote patient monitoring. In 2019, Medicare and Medicaid’s new physician fee schedule helped pave the way for text communication with patients to be reimbursed. Changes in the way telemedicine is reimbursed also helped solidify mobile communication as a legitimate and billable form of patient interaction.

A vast majority of the healthcare community now recognizes the importance of engaging with patients in the way they want to communicate. Texting feels personal, immediate, safe and convenient.

Setting boundaries

Increased access to care does not mean providers need to give out their personal cell phone number or be available to patients 24/7. Setting realistic boundaries with patients is a common concern among care providers.

The answer to this concern is technology. By using an integrated healthcare and scheduling app, physicians can set their availability and arrange set times where they respond and interact with patients. Most apps provide automated responses letting patients know when a care provider is unavailable and when to contact 911 in an emergency. This type of system allows caregivers to set boundaries while being available to communicate with patients in a way that they want.

Mobile technologies are central to how people communicate in most aspects of their lives. If we want to foster better communication with patients, we must communicate with them when and where they want. Increased patient communication is essential to the future of behavioral care and to improving mental health across the world.

Khalid Al-Maskari is CEO of Health Information Management Systems (HiMS).