Development and testing of a remote hybrid SMS/web-based perioperative messenger: A mixed-methods study

Abstract

Background Perioperative messengers as tools for hospitals to communicate with patients’ loved ones during surgery have been described in form of pagers, SMS, email, and apps. The approach of combining multiple means of communication to create a secure and reliable messenger promises several advantages and has not been investigated to date. Objective The aim was to develop and test the technical feasibility and acceptance of a remote hybrid SMS/web-based perioperative messenger that keeps patients’ loved ones informed around the time of surgery. Methods Three focus groups were held with six physicians, five nurses, and 11 members of the Austrian Patient Council separately to understand their concerns and needs regarding the perioperative messenger. Their input was used to develop the perioperative messenger. Twenty-five patients and their selected loved one tested the messenger in a feasibility study. Data were collected between September 2021 and August 2023. Results Focus groups indicated that the most important characteristics of a messenger were transparent and prompt communication, ease-of-use, data security, and no additional workload for healthcare professionals. Our developed perioperative messenger uses SMS notifications to link to new information on a secure web platform. Participating patients were aged between 18 and 78, their loved ones between 18 and 71. Thirteen patients and 15 loved ones were female. A total of 173 messages regarding the 25 surgeries were sent, 99% of which were read on a mobile device. The median time between sending and reading surgery-related messages was 63s. All loved ones were either “fairly satisfied” or “very satisfied”. Conclusion The idea of a perioperative messenger was received positively by physicians, nurses, and members of the Austrian Patient Council. The developed SMS/web-based hybrid messenger system for receiving perioperative updates was shown to be feasible, and of interest and satisfaction to the loved ones.