patient portals beyond launch -...
TRANSCRIPT
![Page 1: Patient Portals Beyond Launch - files.ctctcdn.comfiles.ctctcdn.com/aa417de0201/4984993d-f410-438b-80fe-53981cd6c28c.pdfPatient Portals Medical Information –Health Summary Health](https://reader030.vdocuments.net/reader030/viewer/2022040610/5ecf39b25c3fc722990ee875/html5/thumbnails/1.jpg)
Patient Portals Beyond Launch DJ Curran
![Page 2: Patient Portals Beyond Launch - files.ctctcdn.comfiles.ctctcdn.com/aa417de0201/4984993d-f410-438b-80fe-53981cd6c28c.pdfPatient Portals Medical Information –Health Summary Health](https://reader030.vdocuments.net/reader030/viewer/2022040610/5ecf39b25c3fc722990ee875/html5/thumbnails/2.jpg)
Topics • Brief Background
• Leadership and Guiding Principles
• Feature Selection
• User Recruitment
• Day-to-Day Operations
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Patient Portals Medical Information
– Health Summary Health Issues
Allergies
Immunizations
Medications
Health Maintenance
– Health Records After Care Summaries
Test Results
– Communication Messaging
Automated Processes
Medication Renewals
Health Reminders
Practice Management – Billing
– Payment
– Scheduling
– Demographics
Proxy Access
– Adult to Child
– Adult to Adult
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Integrated Delivery Network
3 - Owned Hospitals
40+ - Clinic Sites
5 - Affiliate Hospitals
4 - Affiliate Clinics
15k EHR Users
2.4m Amb Visits
74k HOV Visits
170k IP Days
1.6m EMPI Records
165k Patient Portal Users
![Page 5: Patient Portals Beyond Launch - files.ctctcdn.comfiles.ctctcdn.com/aa417de0201/4984993d-f410-438b-80fe-53981cd6c28c.pdfPatient Portals Medical Information –Health Summary Health](https://reader030.vdocuments.net/reader030/viewer/2022040610/5ecf39b25c3fc722990ee875/html5/thumbnails/5.jpg)
EHR Timeline
EMPI Practice
Management Ambulatory
External Web Portals
PACS
Document Management
Affiliates
In Patient
Data Warehouse
HIE
Telehealth
2001 2003 2005 2008 2011 2014
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Foundation for the Future
EMPI
Practice Management
Engagement Analytics
Clinical
Telehealth
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Portal Leadership Structure Patient Portal Leadership
Dir
ecto
rsEx
ecu
tive
Sp
oso
rsP
roje
ct T
eam
CIOEVP – Office of Medical Affairs
EVP - Operations EVP - Strategy
EHR - Ambulatory EHR – In PatientEHR – Practice Management
Medical Informatics Business Office Clinic AdministrationHospital
Administration
Patient Portal
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Guiding Principles
• It’s the Patient’s record
• Use the Patient‘s preferred communication medium
• Future of care
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Features
• Basics
• Balance “New & Cool” with “Strategic”
• Prioritize
• Constant Improvement
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Evaluate Features
*Adapted from Gartner Hype Cycle model
Mainstream Features • Health Summary • Medical Information
Test Results
• Billing • Proxy
Adult to Adult Adult to Child
Scheduled Video Visits
Teen Proxy
E-Visits
Radiology Results
Text Chat
Multi-Lingual
Mobile App
Real-Time Medical Triage
On-Demand Video Visits
History Quest.
ROI
EHR Agnostic
Real-Time Self Signup
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Prioritize • Automation & Convenience
– Patients or Staff
• Number of Impacted Users/Patient – Good: Quantitative measure – Bad: Exclude great champions
• Competition
• Organizational Priorities
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New Features • No feature will:
– Replace physician’s medical expertise
– Cause mass staff retirements
– Create more work than existing processes, models, workflows
• Patients don’t “rush” to try new features
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Process
• Goal: 3 New Features per Quarter
• Training – Analysts/Staff/Support Desk
• Employee Pilot/Communication
• Quiet Launch
• Semi-Annual Newsletter
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Recruitment • Mailing activation codes to patients proactively
– <10%
– Estimated cost $2.50/letter
• “Kiosk” PCs in waiting room
– <5%
– “Worried I’d be in the middle when they called me”
– “Is this why I was supposed to show up early?”
• Activation codes on “After Visit Summaries”
– 10%~ Ambulatory; <1% Hospital
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Recruitment cont.
• Post rooming workflow
– 40%+; message delivery key
– Flexible based on provider timeliness
• Self Service Request
– Removes in-person visit as trigger or requirement
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Day-to-Day Operations
Provisioning
– Account requests
– Proxy account requests
– Expiring Proxy notification
Portal Support
– Categories ID/Password/Locked Account
Account Creation Request/Issue
Test Results Availability
– 24/7 • 30% of contacts outside business hours
• About 1% of population calls each month
– Phone and email
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Patient Survey
• Supporting Measurement ROI
• Feature Feedback (Marketing)
• Future Feature Prioritization
• Notes:
– High response rate: 18-20% – Support volume spike
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Summary
• EHRs and Patient Portals function in symbiosis
• Leadership from all IDN functional areas leads to success
• Feature implementation methodology is key
• Launch is just the beginning
• Remember the portal is for the patient
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DJ Curran
Thank you! Questions?
Product Manager
pdsit.net/healthcare