Digitalization in outpatient healthcare is intended to accelerate processes and improve care. The introduction of a data protection-compliant messenger platform in a dental MVZ shows how this can work.
Up to 42 billion euros annually – that is the theoretical savings potential through digitalization in the German healthcare system, according to a current McKinsey study. This corresponds to around 12 percent of total health and care expenditure. [1] Applications that not only accelerate processes but also increase transparency, coordination and security of supply are particularly promising. Examples include the electronic patient record (ePA), structured communication tools and cross-sector digital services. But while many of these solutions have long been introduced in theory, a different picture emerges in practice: isolated solutions, breaks in the flow of information and analogue detours continue to characterize the everyday life of many supply facilities. It is all the more important to have real examples that show how digitalization is not limited to project plans, but has a concrete impact – in everyday life, in the team and for patients.
Structure instead of silos: A practice network shows how it works
The 4smile dental care center with six locations in North Rhine-Westphalia has consistently made digital collaboration the basis of its care. All communication, internal and external, takes place via a data protection-compliant messenger platform that was specifically designed for medical applications. Numerous patient cases are discussed, documented and cared for together every day – across locations, in an interdisciplinary and structured manner. What began as a pragmatic alternative to email and telephone is now a systematic communication standard in the practice group. All specialists are involved, including external colleagues such as sleep doctors, general practitioners or specialists from related disciplines. Group rooms replace loose distribution boards, decisions are documented and information is bundled centrally. Case-related documents such as x-rays, findings or therapy suggestions can be accessed at any time, are comprehensible and can be viewed in context. This quality is often lost in classic correspondence.
Digital case discussions instead of analog routines
A central element of this digital care practice is daily, structured case discussions. They follow the principle of clinical visits, but are completely digitally mapped, both synchronously and asynchronously. This format has proven particularly useful for complex or multidimensional diagnoses such as craniomandibular dysfunction (CMD), obstructive sleep apnea or interdisciplinary splint therapy.
The key advantage is that specialist knowledge can be brought together in a targeted manner without everyone involved having to be physically present. Discussions take place on demand, decisions are documented directly, and patients benefit from coordinated treatment without duplication, waiting times and loss of information.
Efficiency comes from clarity – also economically
What is convincing on an organizational level also has an impact on business management. Structured communication not only saves valuable time, but also avoids expensive redundancies, repeat examinations, unclear responsibilities and delayed inquiries.
Digital case management takes an average of two to three hours per day. An effort that quickly pays off: in the form of better-planned treatment processes, more targeted use of resources and happier patients. Employees also benefit from clearly defined processes, understandable handovers and less friction in daily coordination. Especially in medical care centers (MVZ) with several locations, this makes a new quality of care possible that combines individual care with comprehensive expertise. The following applies to the practice group described: As personal as an individual practice, as coordinated as a clinic.
Digitalization begins in everyday life, not in strategy
What determines the success of a system is less the technology itself, but rather its integration into everyday care. The introduction of the messenger was not a comprehensive change initiative, but rather a reaction to specific problems: a lack of structure in internal coordination and ad hoc solutions that were questionable in terms of data protection. The interdisciplinary, GDPR-compliant collaboration platform could be implemented without extensive training, integrated intuitively into the existing processes and impressed with its direct added value. For experienced professionals, it quickly became an integral part of patient care. Younger colleagues take them for granted anyway, as they don’t expect digital processes as an option, but rather as a basic requirement. Real acceptance arises when technology is not complicated, but rather relieves the burden. That’s exactly what works here because processes, content and participants are intelligently networked with one another.
Perspective: What the telematics infrastructure has to achieve
But even if the example shows what is already possible today, it is clear: In order for this form of cooperation to work across the board in the future, a powerful, interoperable infrastructure is needed.
This also raises the question of what secure communication processes will look like within this new infrastructure in the future. One thing is clear: cross-sector communication between health professionals will continue to gain in importance – not as an end in itself, but to ensure efficient and coordinated care. What is therefore required are solutions that are data protection compliant, suitable for everyday use and user-friendly, regardless of whether they are certified as part of the telematics infrastructure or are used in addition. Practical experience can provide valuable information on how such solutions must be designed in order to deliver real added value and still remain flexible.
Telemedicine: supplement instead of replacement
Another logical application area that arises from structured communication is telemedicine. It is already being used selectively in the 4smile MVZ, for example for aftercare after surgical procedures, for video consultations in orthodontic care or for case-related advice from external specialists. Telemedicine is not intended here as a replacement, but rather as a targeted extension: sensibly integrated, documented and tailored to the respective treatment situation. In interaction with messenger communication and TI connection [2] This creates a care system that meets patients where they are and that corresponds to everyday care, not just the vision.
Conclusion: Communication as key and opportunity
Digital care works when applications are coordinated, processes mesh and people enjoy working with them. The North Rhine-Westphalian MVZ 4smile shows with its example how communication can become a unifying force in the care process – not as a digital gimmick, but as a real basis for work. Anyone who really sees digitalization as an opportunity should not only rely on big strategies, but also on pragmatic solutions that work in everyday life. Because that is where change occurs. Not on paper, but between people who work together to provide good care.
Sources
[1] McKinsey Study 2024: “Digitization in Healthcare”
https://www.mckinsey.de/~/media/mckinsey/locations/europe%20and%20middle%20east/deutschland/news/presse/2022/2022-05-24%2042-mrd-euro-chance/220524_mckinsey_die%2042-mrd-euro-chance.pdf.
[2] gematik
4smile MVZ
The 4smile MVZ is a network of six dental locations. The secure collaboration platform Doctolib Siilo is used, which was developed to optimize collaboration and coordination between medical teams and organizations. It is available as an app and as a web application and currently connects more than 950,000 healthcare professionals in different countries.
