gms | German Medical Science

Background: For intersectoral communication between general practitioner (GP) offices, pharmacies and nursing homes the main channels used are telephone or telefax, which is time-consuming and results in interruptions in the communication chain or in delay due to limited availability. A simple, secure and General Data Protection Regulation compliant communication via an instant messenger application which can be used on mobile devices as well as on desktop computers is not yet established.

Materials and Methods: TI-PAA is an ongoing project from June 2024 to May 2025 aiming to a) implement a telematic infrastructure (TI) compliant instant messenger application approved by the gematik in 5 GP offices, 5 pharmacies and 10 nursing homes in Nuremberg and b) identify possible barriers and facilitating factors to give recommendations for action and potential improvements for a broader implementation for the use of a TI messenger in the healthcare system. Whether the user experience with the TI-messenger improves compared to previously used communication channels will also be evaluated. The recruitment of nursing homes, GP offices and pharmacies in relation with each other was carried out via letters and appointments. After inclusion, the installation of the TI-messenger was set up. The evaluation is based on a mixed-methods design using qualitative data from the participants and stakeholders (kick-off workshop, structural survey, online quality circles, guided interviews, expert workshop) and a quantitative descriptive analysis of usage behavior of the TI-messenger.

Results: 7 GP offices, 5 pharmacies and 3 nursing homes were recruited to date. However, structural survey showed that none of the participating nursing homes have yet been connected to the TI, that is necessary for the messenger implementation. At the kick-off workshop participants mentioned desktop accounts rather than personal accounts on mobile devices as an important facilitating factor. Missing interface to office software may be a barrier. Moreover, participants discussed improvements of specific chat functionalities. Participants expected the TI-messenger to be a considerable time-saver in their daily routine.

Conclusion: While awaiting further results, the TI compliant instant messenger is supposed to have great potential to make daily intersectoral communication between healthcare stakeholders easier. The necessary TI connection for nursing homes remains challenging.

The project is financially supported by the federal government.