Evaluating the impact of implementing a multi-functional digital communication platform (Mobile communication apps) on the performance of healthcare professionals (HCPs) and on the operational efficiency of the hospital.

Effective communication is essential in the healthcare industry, as it can significantly improve workflow and positively impact patient care and healthcare professionals' (HCPs) working conditions. With the introduction of digital technologies, healthcare systems have been able to upgrade communication channels and streamline communication processes. Among these technologies, the pager system has been widely embraced by hospitals worldwide as a means to improve communication among HCPs. With progress in science and technology, new communication platforms have been developed and are now widely used in many sectors. Poor communication in hospitals affects four aspects of hospital work: efficiency of resource utilisation, effectiveness of core operations, quality of HCP’s work life and quality of service provided in the hospital. This project examines these issues in the UK National Health Service by comparing the traditional pager system with widely available multi-functional mobile phone communications apps such as WhatsApp and bespoke apps such as Alertive and Medic Bleep. A survey of HCPs and some in-depth interviews were conducted to examine the lived experience of working with pagers and apps. The results show that HCPs have reported that using modern, multi-functional digital communication apps can significantly enhance workflow efficiency within the hospital. This, in turn, can positively impact various aspects of hospital operations, such as resource utilisation, patient care, and staff work-life balance. The project recommends that healthcare managers consider investing in communication apps that offer multiple functionalities to replace traditional pagers. However, it is essential to acknowledge that implementing new technology may present challenges in terms of change management.