Small Hospital Shows Big Thinking

With Its Internal Communications

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BACKGROUND


Wallowa Memorial Hospital is a small, rural healthcare facility based in Oregon. Like any much larger city hospital, Wallowa’s small IT team has big responsibilities, primarily: ensuring all systems and computing infrastructure operate smoothly, 24/7.

When there are planned outages, upgrades, or indeed any IT-related news, keeping staff informed is vital for this team.

KEY CHALLENGES


Previously, email had been the core internal communication channel. But the hospital’s Information and Technology Services (ITS) team was increasingly concerned that staff could easily miss important alerts, particularly as most did not always have their email application open, or were unable to check email regularly enough to see time-sensitive messages.

In the case of an IT outage – either scheduled or unplanned – the only other option available to the ITS team was to telephone each department and explain the situation. This was time-consuming, and relied upon messages being verbally passed on.

If the message didn’t get through properly, the ITS team were likely to be inundated with support requests, distracting them from completing the upgrade (or resolving the issue urgently if it was an unexpected event).

John Straughan, Director of the hospital’s ITS team, was determined to find a better way to keep staff in the loop on important IT issues.
He says: “The chosen internal communication solution had to be affordable, easy to use and suit our headcount.”
 

SOLUTION


After investigating a range of employee communication tools, SnapComms Desktop Alerts and Scrolling Tickers were chosen.
The Desktop Alert displays as a pop-up message window straight onto screens (desktops and mobile). Hard-to-miss and completely customizable, an Alert can be formatted to include text, images and hyperlinks. It’s a separate channel to email, so does not risk the chance of getting overlooked.

Meanwhile, Tickers (also known as newsfeeds) display as a thin window of moving text, scrolling across the bottom of screen. This short-form style is ideal for publishing updates and latest news, and for linking to more in depth content within a headline, if required.

Both notification tools display across each of the hospital’s 185 computers. Straughan says the messages target machines rather than individuals: “People in small healthcare organizations, like ours, wear many hats. They’re extremely busy, often away from their desk, and can miss an email alert. At these times, they’re likely to be at a nurse station or business office surrounded by computers, so they would easily see a SnapComms Alert.”

Tickers and Alerts both bypass email systems completely, appearing directly onto screens, regardless of which application is open – the perfect answer to Wallowa’s main worry.

 

SNAPCOMMS TOOLS IMPLEMENTED


 

APPLICATION


Desktop Alerts are used to notify staff of important news, such as a scheduled or unscheduled downtime, specifically relating to the hospital’s electronic patient medical record system (Epic). They are purposefully high-impact, designed to get attention.

 

 wallowa1.png

Example of a Wallowa's Alert - these are fully customizable, and can feature branding, animation, images and URLs. 

Tickers are typically used for status updates, or when the system is back online. More unobtrusive than Alerts, Tickers allow users to consume messages and updates without interrupting their workflow.
Having witnessed the impact these new tools have, the hospital’s HR team has also started using SnapComms tools for special announcements.

wallowa-2.png

Alerts are also used for pushing out ‘good news’ messages and special announcements from Wallowa's HR team.

 

 

 

 RESULTS


“Alerting with SnapComms is much faster than calling every department or sending an email to explain an IT issue,” says Straughan.

“More users see and receive our messages quicker than ever before. We can reach those in conference room meetings and surgery staff in operating rooms; their feedback has been very positive,” he explains, adding logically that if the email system is down, then email alerting obviously wouldn’t be an option – reinforcing the need to have separate channels!

In summary, Straughan says: “Our users really appreciate the prompt alerts and notifications of resolution. It makes things go that much smoother here.” 

CUSTOMER PROFILE 


Wallowa Memorial Hospital - Logo & Name.png

 

  • Who: Wallowa Memorial Hospital 
  • Where: Wallowa County, Oregon
  • What: A 25-bed, rural hospital serving the local community with primary care services.
  • Employees: approximately 150 employees
  • wchcd.org


 

“More users see and receive our messages quicker than ever before. We can reach those in conference room meetings and surgery staff in operating rooms; their feedback has been very positive,” 

- John Straughan, ITS,Wallowa


 

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