Experience Summary

In this experience, watch as colleagues discuss how to professionally communicate electronically.

Clinical Context

Electronic communication is an essential part of modern healthcare, enabling rapid communication between healthcare professionals through email, electronic patient records, secure messaging systems, and other digital platforms. While these methods improve efficiency and continuity of care, they also present risks to patient confidentiality, information governance, and professional standards. Every electronic communication should be treated as a permanent professional record and written with the same care and consideration as traditional clinical documentation.

The PAUSE model provides a practical framework to promote safe and professional electronic communication. Privacyreminds clinicians to consider whether patient-identifiable information is necessary, ensure confidentiality is maintained, and use only approved systems in accordance with NHS information governance policies. Accuracy encourages healthcare professionals to verify that all information is factual, complete, and free from errors before sending, as inaccuracies can lead to patient safety incidents or misunderstandings.

Usefulness prompts clinicians to consider whether the communication is necessary, relevant, and clear. Messages should be concise, use professional language, and contain sufficient information for the recipient to understand the purpose without unnecessary detail. Security emphasises the importance of protecting sensitive information by using secure NHS-approved communication platforms, confirming recipient details, and avoiding the transmission of confidential information through personal devices or unsecured applications. Finally, Escalation reminds clinicians to consider whether electronic communication is the most appropriate method or whether the issue requires a telephone call, face-to-face discussion, or urgent escalation to ensure timely patient care and reduce the risk of delays.

Applying the PAUSE model supports professionalism by reducing errors, protecting patient confidentiality, and promoting clear, effective communication between healthcare professionals. It also helps clinicians comply with legal, ethical, and organisational responsibilities while maintaining public trust. By considering privacy, accuracy, usefulness, security, and escalation before sending any electronic communication, healthcare professionals can improve patient safety, enhance multidisciplinary teamwork, and uphold the high standards expected within modern clinical practice.

Learning Outcomes

1. Understand the components involved in the PAUSE model of communication.
2. Understand the importance of professional electronic communication.
3. Observe a conversation about inappropriate electronic communication.

External Resources

• Good Medical Practice - General Medical Council