The Hidden Costs of Manual Communication in Long-Term Care

May 26 | Varsha Chaugai

In long-term care (LTC) settings, effective communication is vital for maintaining high-quality care and ensuring the satisfaction of residents and their families. However, many LTC facilities still rely on outdated manual communication methods such as phone calls, paper records, and piecemeal updates. While these methods may feel familiar, their hidden costs are significant, leading to inefficiencies, errors, and stress for both staff and families.

One of the most immediate impacts of manual communication is the sheer amount of time it consumes. Nurses and administrative staff spend hours weekly on phone calls alone: calling for consent, responding to repetitive family inquiries, and scheduling appointments. Then they need to document this in the EHR. Studies show that nurses in LTC facilities spend an average of 1.5 hours per day fielding calls from family members—time that could otherwise be devoted to direct resident care.

Manual communication methods are inherently prone to human error. Misfiled paper records, overlooked voicemails, and inconsistent updates can lead to critical miscommunications. For instance, a delayed update about a resident’s medication change could have serious consequences for their health. Additionally, communication errors can jeopardize compliance with regulations that mandate timely and accurate sharing of health information.

Inconsistent communication can also create gaps in transparency, leading families to feel out of the loop about their loved one’s care. This lack of trust can escalate into complaints, investigations, and even legal action—further burdening staff and straining the facility’s resources.

The reliance on manual communication methods often leaves staff feeling overwhelmed and undervalued. Constant interruptions from phone calls and repetitive tasks contribute to burnout, a growing issue in LTC where staffing shortages are already a major challenge.

Families, on the other hand, experience frustration when they struggle to get timely updates. Repeatedly calling for information can lead to anxiety and erode trust in the facility. This strained relationship between staff and families not only impacts satisfaction but can also negatively affect resident outcomes.

Evoke Health’s resident and family communication platform addresses the hidden costs of manual communication by providing a centralized, digital solution that streamlines information sharing and fosters transparency.

• Save Time: Evoke Health automates routine updates through secure, real-time access to resident health records, care plans, and schedules. Families can independently access this information, significantly reducing inbound calls and freeing up staff to focus on resident care.
• Enhance Accuracy: The platform integrates seamlessly with PointClickCare and other EHR systems, ensuring that all updates are accurate and readily accessible. This minimizes the risk of errors and supports compliance with regulatory requirements.
• Build Trust: By providing families with proactive updates and the ability to securely message staff, Evoke Health strengthens communication and builds trust. Families feel informed and connected, reducing complaints and increasing satisfaction.

The hidden costs of manual communication in long-term care extend far beyond wasted time. They undermine staff efficiency, increase the likelihood of errors, and strain relationships with families. By adopting Evoke Health, LTC facilities can transform their communication processes, empowering staff, enhancing transparency, and delivering better care outcomes.

Don’t let outdated communication methods hold your facility back. Learn more about how Evoke Health can help your team save time, reduce errors, and improve family satisfaction today