2 What is GoBetween? GoBetween is Mikkom’s new secure messaging portal. It is the safest, most convenient and cost-effective way to exchange sensitive data between clinicians and patients or directly between clinical staff.The GoBetween system resides entirely within the hospital or clinic network environment, ensuring complete data integrity and patient confidentiality.
3 What does GoBetween Provide? Provides a secure, encrypted path for 2-way exchange of sensitive, patient-related information between patient and clinic or doctor and doctorHas the ability to attach and share embedded data within the secure messageConforms to (UK, US and Canadian) data protection and clinical and information governance rules for patient confidentialityGuarantees that no data ends up stored outside the clinical network – e.g. on the mobile or fixed line devices or within the mobile or hosted networks
4 What are the benefits of GoBetween? GoBetween benefits include:The ability to securely contact and share data with patients and co-workers without using “open channels”, such as or text messaging (SMS).Immediate notification of new message arrival (via SMS or )Allows all traffic passing through GoBetween to be mirrored in the patient record, providing a full audit trail of events.Access from any fixed or mobile PC or any “smart” mobile device, irrespective of operating system or mobile network.
5 Patient comms without GoBetween Outbound communications – from clinic to patientInsecure: address may be wrongUnreliable: may be blocked, automatically go to Spam, or not read for daysClinicPatient DatabaseTextInsecure: (better than but) still may be delivered to the wrong person (or not delivered at all if number is wrong or incomplete)Limited in scope: can only deliver short messagesTelephone callsInefficient: generally limited to the hours that the staff in clinic or hospital call centre workCumbersome: (in the UK) cannot leave message on answerphones or voic – multiple calls needed to reach the patient“Patient unfriendly”: Potentially annoying for patients being disturbed at work or in the evenings, or to receive calls from “unknown” numbersLettersSlow: 2-3 days to arrive with a patientInsecure: could be lost, delayed, intercepted or opened by partners or parentsCostly: (in the UK) approx. £1.50 total cost per letter
6 Patient comms without GoBetween Inbound communications – from patient to clinic(usually via specific Webforms)Cumbersome / expensive: (good) web forms take time and effort to design, need to fit in with internal processes and systems and are expensive to maintain, as internal systems change or are removed and/or replacedClinicPatient DatabaseTextLimited in scope: Few systems handle inbound texting (Mikkom’s Messenger system does!)Telephone callsInefficient: generally limited to the hours that the staff in clinic or hospital call centre work.Cumbersome: Takes up staff time to (a) find the correct person / department and then takes up departmental staff time dealing with the call.Costly: Needs “real people” to do this taskPatient dis-satisfaction: often “on hold” or being passed from person to person to have issue resolved – frustrating for patientsLettersSlow / ineffective: may take days to be handled and all incoming letters need to be processed and matched against patients, handled, stored etc.Costly: minutes handling time per letter, for processing,
7 Patient comms with GoBetween Patient logs into their secure portal and can exchange messages with their healthcare provider.Clinic (secure IT environment)Information can be copied into the secure “vault” from the patient databaseEncrypted trafficGoBetween “Vault”Patient databaseThe patient is notified of new messages by text or via “normal channels”.Healthcare professionals can send secure, encrypted messages using the GoBetween message portal. If desired, they can also attach diagrams, charts or other useful information for the patient.GoBetween message “traffic” may be logged back into the patient record
8 Patient comms with GoBetween 2-way communications via a single pathway,”24/7/365”, via fixed or mobile networksPatientsPatients can access GoBetween from their PC or their mobile device (smartphone or tablet)CliniciansCan seek help or share patient data, without the information ever leaving the hospital environment.Recipients do not need to be logged into the clinic network to receive message alerts; they can even be on-call at home or at a conference.
9 How does GoBetween work? Example 1. Using GoBetween for doctor – doctor communicationsClinic wants to send a message to another doctor for a second opinion.Secure clinic NetworkThe doctor logs into their portal and examines the attachment, possibly using their mobile deviceGoBetween “Vault”Dr A: Please contact me as soon as possible. I need a second opinion on this X-Ray .Dr B: Yes, could be serious, bring them in for further checks.There is a message from the clinic for you in your portalA text or is sent to notify the doctor that a message is waitingDr A: Please contact me as soon as possible. I need a second opinion on this X-Ray .The clinic is notified that a new message from the doctor has arrived.The doctor uploads an attachment into the “Vault”.Key features:The receiving doctor can use his own device (e.g. smartphone, tablet device, etc.) to read the message or see attachmentsNo data is left on the receiving device.
10 How does GoBetween work? Example 2. Using GoBetween for patient – clinic communicationsClinic wants to send a message to the patientSecure clinic NetworkGoBetween “Vault”CLINIC: Dear patient, your results from your recent check-up are back. Please contact the clinic, as soon as possible.PATIENT: Do I need to come back into the clinic?CLINIC: Yes. You are booked in clinic on21-Mar-14 at 14:00. Please click Rebook to choose a different time or date.CLINIC: Dear patient, your results from your recent check-up are back. Please contact the clinic, as soon as possible.PATIENT: Do I need to come back into the clinic?You have a new message waiting in your secure mailboxThe clinic and patient can have an “IM” conversation. The patient can even book or rebook their appointments through the portal, helping to minimise missed appointments.A text or is sent to notify the patient that a message is waitingCLINIC: Dear patient, your results from your recent check-up are back. Please contact the clinic, as soon as possible.The clinic is notified that a new message from the patient has arrived.The patient follows the link to the Mikkom “Choose and Book” (mCB) system and can rebook for a more convenient time and / or date.The patient logs into GoBetween and responds to the clinic, leaving a message in the Clinic’s GoBetween mailboxKey features:Patient is notified as quickly as possibleNO information is left on the patient’s PC or phone.Patient sends their reply from “INSIDE” GoBetween – they do NOT message from their own device
11 GoBetween Summary GoBetween is Highly secure, using encryption at several levelsChannel / device independent – but NOT an “App”2-way communications – allows patients to communicate back to the clinic, at a time and in a manner best for themFast to implement – needs no additional special hardwareCost-effective - scalable to fit a clinic or hospital’s needsCompatible with most EMR/PAS systems – without needing to swap out the whole EMR systemTried and tested in existing international healthcare environments