A Strategic Response to Maximizing Patient Engagement and Meeting Consumer Demand

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Blake Daniels
6 years ago
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1 A Strategic Response to Maximizing Patient Engagement and Meeting Consumer Demand Richard Capps, MD SVP for Novant Health and Chief Operating Officer for Novant Health Medical Group Making healthcare remarkable

2 Please note that the views expressed are those of the conference speakers and do not necessarily reflect the views of the American Hospital Association and Health Forum.

Novant Health Making Healthcare Remarkable Not-for-profit, integrated health system that spans communities in the Carolinas, Virginia and Georgia Over

4 Novant Health Making Healthcare Remarkable Not-for-profit, integrated health system that spans communities in the Carolinas, Virginia and Georgia Over 23,000 team members/physician partners 464 clinic locations and 15 medical centers Nationally recognized for quality/safety measures HIMSS Stage 7 Ambulatory Award

6 Acute venues of care Patient $$$$ Ambulatory venues of care Virtual venues of care $$ $ Relationship continuity Relationship continuity Patient experience Information continuity Patient engagement Care design Operations Why focus on patient connectivity now?

7 7

8 8

9 P atients as consumers Needs Preferences

10 Life happens Seizure

11 Innovative Convenient Affordable

12 E-Visits Fast Pass Real-Time Online Scheduling echeckin Video Visits Online Bill Pay MyNovant Mobile App Fitbit/ HealthKit

13 Intentional strategy for implementing new technology Create a new venue of care Not just a patient portal Focus on the relationship Not the technology High-quality care designed around the patient Not designed around the system of care

14 Maximizing the Online Patient Experience

primary care provider who is accepting new patients

20 MyNovant: Open scheduling New patients are able to directly schedule an appointment online with a primary care provider who is accepting new patients One of the first in the country to go live with this feature

21 Enhanced patient portal: Post-login MyNovant.org Send messages to provider Request prescription renewals Schedule appointments Pay bills View laboratory test results Track health Download entire medical record Complete an e-visit 2016 Epic Systems Corporation. Confidential

22 E-visits Available for: Sinus problems Red eye Diarrhea Cough Vaginal discharge Urinary issues Back pain Pediatric diarrhea Pediatric ringworm Pediatric swimmers ear Pediatric lice Pediatric red eye Over 13,000 e-visits completed

23 Newest MyNovant enhancements: Patient-entered data Patients now have the capability to submit data from personal fitness devices, such as Fitbit and HealthKit-compatible devices FOOTER AREA

24 Newest MyNovant enhancements: Apple Watch and fingerprint sign-in Integrated Apple Watch and fingerprint sign-in to MyNovant FOOTER AREA

27 Outcomes Measuring the Benefits

Continuously growing patient connectivity 700,000 600,000 610,000 MyNovant users 500,000

28 Continuously growing patient connectivity 700, , ,000 MyNovant users 500, , , , ,000 0 FEB 12 SEP 13 MAR 14 AUG 14 JAN 15 JUN 15 NOV 15 APR 16

29 60

30 Number of MyNovant patients over the age of 100

31 10,000

32 Average number of appointments scheduled online each month

33 12.3 million

34 Yearly cost savings by releasing results through MyNovant

35 24.3 million

36 Dollars collected in online bill pay since November 2013

37 Examples and Hypotheticals The Heavy Lift

38 Operationalizing and seamlessly incorporating online patient experience enhancements Allow for ample time to communicate internally with team members Background communication Work with training team to create tip sheets Incorporate in optimization team visits Patient education Create external, very basic patient-facing tip sheets External marketing Develop specific message focusing on new feature Fliers posted in clinics, billboards, TV commercials, direct mailers, update copy in MyNovant News for You FOOTER AREA

39 Patient-facing tip sheets

40 Understanding the role of the patient as the consumer Patient satisfaction

41 Creating a Supportive Culture with New Technology

42 Lessons learned for patient engagement implementation on a large scale Made MyNovant part of our DNA Enable features for all providers Encourage patients to log in and use MyNovant features Garnered executive support before seeking buy-in from operational leadership and physicians Aggressively turn on MyNovant features Pioneer in online appointments

43 The Road Ahead

44 The road ahead

45 Let s Chat

A Bigger Bang Patient Portal Strategy: How we activated 100K patients in our First Year

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