Streamlining Medical Secretary and Record Workflow in Acute Care via Health Informatics to Support Social Services

Abstract

The modern acute care environment is a complex adaptive system characterized by high-velocity information flows, multi-disciplinary interdependence, and an increasing recognition of the non-clinical factors that dictate health outcomes. Within this ecosystem, the administrative workflow governing patient records, communication, and discharge planning acts as the central nervous system, ensuring that clinical decisions translate into operational actions. Historically, the roles of medical secretaries and ward clerks have been viewed through a narrow clerical lens—focused on transcription, filing, and appointment scheduling. However, as healthcare systems grapple with the dual challenges of rising acuity and the imperative to address Social Determinants of Health (SDOH), these administrative roles have evolved into critical nodes of "knowledge work" essential for patient safety and system efficiency.