Technologies for reducing EHR inbox burden

Choose an innovative technology or service that offers promise in reducing and even eliminating EHR inbox burden.

Nurse’s hands type on laptop computer keyboard.

Although the technology options to address EHR inbox burden are limited, the AAFP continues to research innovations designed to answer this need. Currently, two stand out as leaders in this space.

Unified communications platform

A unified communications platform is a system that can combine all incoming communications (e.g., inbox, text, phone, etc.) into a single interface. This technology can then provide the functionality to assist the practice with managing these communications.

Pros

  • One unified inbox
  • HIPAA-secure communications
  • Shows practice’s number as an alias when used on a personal device
  • Auto-documentation in the practice EHR
  • Phone/messaging trees can be configured to route phone messages that map to message tree logic
  • Streamlined message handling in automated inboxes is also enabled through the ability to move messaging to appropriate care team members and tasking functionality

Cons

  • Does not decrease the overall number or length of messages
  • May encourage patients to use more electronic messages, increasing overall volume and costs for the EHR
  • Featured technology: Spruce

    In interviews AAFP staff conducted with direct primary care practices, Spruce was commonly referenced as a preferred unified communications platform. Spruce is considered a leading platform for HIPPA-compliant communication and care outside of the exam room.

    Visit website

AI assistants

AI assistant technology leverages AI to collect additional patient information when indicated (e.g., additional history elements when the initial message mentioned dysuria), generate personalized responses to messages, and automate following up after a response (e.g., generating orders and sending the response). In addition, AI assistants triage messages and predict the amount of time required to disposition the message, allowing users to manage their time more efficiently.

Pros

  • Saves physicians time by pre-reviewing messages and charts
  • Presents the most relevant parameters for each inbox message
  • Can route messages to appropriate team members based on message contents
  • Allows physicians to generate faster and better-informed responses

Cons

  • New to the market with limited performance data
  • Affordability and scalability not yet clear
  • Featured technology: Droxi Digital Health

    Droxi uses AI to reduce the burden of clinical work by learning a patient’s medical profile and highlighting the most significant clinical factors.

    Visit website