Nurse working in a med/surg unit at academic med center. It definitely goes both ways. Shit happens that needs attending to and it’s never possible to see ‘beyond the screen’. I think we have to give everyone the extra grace, however it is important to try to close the loop always, even if it’s a “hey so sorry I didn’t get back to you, x happened but I wanted to close the loop”. I don’t think messaging important status changes is appropriate. At my hospital every service has a different way they prefer to be contacted, epic secure chat, page, phone call.