It’s Not Just Murphy’s Law: A Case Study of Problematic Records Transmission

Abstract

Quality behavioral health care depends on a multitude of factors, from the strength of the therapeutic alliance to the use of evidence-based treatments. However, one factor that can easily be overlooked is the coordination of care between providers via the transmission of client records. Overall, the transmission of client records has lagged significantly behind other technological improvements in healthcare for decades. Unfortunately, this has led to a number of barriers that can delay or outright prevent vital client information from being shared amongst clinicians. This paper examines a specific case of record transmission and explores the difficulties encountered in the timely sharing of information. The case study involved a university training clinic requesting records for a client with a complex presentation and involved requesting records from three separate facilities. However, the requested records were delayed significantly due to a variety of factors, including outmoded transmission technologies, differences in how each facility handled records requests, and the need to use facility specific record request forms. The case study illustrates a number of weaknesses in the current system of records management and transmission. Solutions to these problems are of paramount importance for efficient, safe, and timely care.