A Strategic Approach to Patient Engagement
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1 A Strategic Approach to Patient Engagement A Complimentary Webinar From healthsystemcio.com Sponsored by RelayHealth Your Line Will Be Silent Until Our Event Begins at 12:00 ET Thank You!
2 Housekeeping Moderator Anthony Guerra, editor-in-chief, healthsystemcio.com Ask A Question We will be holding a Q&A session after the formal presentations. You may submit your questions at any time by clicking on the QA panel located in the lower right corner of your screen, type in your questions in the text field and hit send. Please keep the send to default as All Panelists. Download the Deck Go to Shortened URL at bottom of all slides View the Archive You will receive an when our archive recording is ready. Separate registration is required.
3 Agenda Approximately 45 Minutes minutes: Jeff Pearson, VP/CIO, Trinity Mother Frances Hospitals and Clinics 5 minutes: A Word From Our Sponsor: Doug Biehn VP, Patient Engagement, RelayHealth minutes: Q&A w/jeff Pearson
4 A Strategic Approach to Patient Engagement
5 Who We Are Mother Frances Hospital: Built in 1937 by Sisters of the Holy Family of the Nazareth Trinity Mother Frances Health System Came together in 1995 when merged with Trinity Clinic Serves 1.2 million people in a 27-county area employees; 700+ providers One integrated EMR since 2012
6 Trinity Mother Frances Mother Frances Hospital Tyler 404-bed acute care facility that provides highly specialized services, including cardiovascular, critical care, emergency care and trauma, neurosciences and a Level III neonatal intensive care unit Louis and Peaches Owen Heart Hospital is the region s first specialty heart hospital, a 72-bed addition opened in December 2012 Tyler ContinueCARE Hospital is a 51-bed long-term acute care facility Two 25-bed Critical Access Hospitals Mother Frances Hospital Jacksonville Mother Frances Hospital Winnsboro Trinity Clinic More than 350 healthcare providers representing 39 specialties in 36 clinic locations Trinity Mother Frances Rehabilitation Hospital 74-bed freestanding rehabilitation hospital affiliated with HEALTHSOUTH
7 Patient Engagement As we talk to our members, it s clear that organizations know patient engagement is an important driver of health system performance, but it s not easy to get it right. It requires making yourself a part of the dayto-day lives of your patients, even when they re not within your walls. To put it more simply, patient engagement means your patients are partners in their care they ask questions, and they know what they need to do to successfully manage their chronic conditions. - Megan Clark, Health Care Advisory Board, The Top Questions on Patient Engagement
8 Leveraging Technology Advisory Board Company, Competing on Patient Engagement
9 Meaningful Use Requirements Stage 1: Electronic Copy of Health Information Stage 1.5 (2014): View Download & Transmit (Measure 1 only) 50+% of patients seen (EP) or patients discharged (EH) are provided timely online access to their health information
10 Meaningful Use Requirements Stage 2: View Download & Transmit (Expanded) 50+% of patients seen (EP) or patients discharged (EH) are provided timely online access to their health information 5+% of patients seen (EP) or patients discharged (EH) actually view/download/transmit Secure Messaging (EPs only) 5+% of patients actually send a secure message using EMR s messaging function Patient Reminders (EPs only) 10+% of unique patients seen are sent a reminder for preventive/follow-up care
11 Our Meaningful Use Journey 9/30/12: EMR go-live for Revenue Cycle and all Ambulatory Clinics 10/2 12/31/12: 90 day attestation for 2012 program year (EP Stage 1 Y1) 86% of EPs successfully met Meaningful Use with virtually no ramp-up 12/8/12 & 3/23/13: EMR go-lives for CPOE/ClinDoc/Pharmacy/EDs 3/26/13 6/23/13: 90 day attestation for EH Stage 1 Y1 1/1/13 12/31/14: 1 year attestation for EP Stage 1 Y2 (2013 program year) 4/1/14 6/30/14: 90ish day attestation for EH Stage 1 Y2 and EP Stage 2 Y1
12 Our Patient Portal Journey Sept 2012: Patient Portal ( MyChart ) went live Adding features incrementally = more digestible for patients and our team Features at go-live: Ambulatory patients can view lab results, view after-visit summaries, schedule appointments, request Rx refills, and send secure messages to providers Able to use from website or from ios or Android apps Dec 2012: Turned on e-visits for a single Family Practice clinic for three visit types Feb 2014: Turned on access to Inpatient and ED records (post-discharge) In preparation for EH Stage 1.5 requirements Discharged patient can view Inpatient labs, after-visit summaries Jun 2014: Added radiology reports and scheduling of screening mammograms
13 Our Patient Portal Journey Coming Soon Aug 2014: Activating patient online bill pay Flyer in patient statements to encourage signing up for paperless billing Nov 2014: EMR Upgrade More patient data entry: enter own histories, allergies, med reconciliation Patients can complete pre-visit questionnaires Integration with personal health monitors (FitBit, Whitings)
14 Tactics for High Activation Rates Set a vision Executive support of patient portal as competitive differentiator Build into Workflow During rooming, nurses see if patient doesn t have MyChart account and can facilitate activation Provider s MU dashboard shows if patient has account Staff engagement Reinforce standing topic at every monthly User Group Meeting Encourage employee use of MyChart Patient Support Outsourced patient help line: about 600 calls/month Customer service option on portal: about 30 messages/week
15 Tactics (continued) Advertising TV/Radio/Billboard/Print Waiting room TV ads Posters and brochures Incorporate into broader branding messages Social media / Word of mouth Sample ads: External ad: Internal (Waiting Room TVs):
16 XXXX XXXX XXXX XXXX
17 Patient Portal Demographics MYCHART PENETRATION % of Activated 28.9% 30.4% 4.6% 0.0% 13.3% 21.4% 31.1% 21.9% 15.4% 16.7% 11.4% 29.0%
18 Leveraging Patient Surveys Began patient survey calls in January 2014 Called 100% of new patients in Primary Care and several high-volume specialties contact rate of 45% staff calling from 8am to 8pm patients contacted per week Intent of calls Thank patient for visit Assess patient satisfaction Assess patient experience at point of service Assist with portal access
19 Leveraging Patient Surveys Assistance with Portal Access Walk patient through screens Assign new authorization code if needed Encourage use of prescription refills, appointment scheduling, and sending physician messages Gave us insights into effectiveness of each clinic s activation efforts
20 Meaningful Use - Revisited Stage 2: View Download & Transmit (Expanded) 50+% of patients seen (EP) or patients discharged (EH) are provided timely online access to their health information 5+% of patients seen (EP) or patients discharged (EH) actually view/download/transmit Secure Messaging (EPs only) 5+% of patients actually send a secure message using EMR s messaging function Patient Reminders (EPs only) 10+% of unique patients seen are sent a reminder for preventive/follow-up care
21 How Did We Get There? Addressing concerns about efficiency impact of patient messaging Monitoring Visibility into reports of Inbasket messages not being handled Operations has incorporated into Quality Committee meetings Benefiting from Halo effect Generating patient reminders during attestation period Colonoscopies, mammographies, and summer safety tips
22 Information & Patient Engagement Doug Biehn Vice President, Patient Engagement
23 Patient engagement is not possible without information.
24 Role of Interoperability 84% Only 11% of Health Systems site EMR integration as their main portal selection criteria are pulling information from multiple EMRs into their portal *KLAS Patient Portals On Track for Meaningful Use 2013.
25 Providers per Patient Source: Practice Fusion Research
26 Technology Landscape
27 Patient Generated Information Source: Frost & Sullivan
28 Patient Engagement Solutions Portal Hub Digital Marketplace Trusted Source
29 Thank You
30 Doug Biehn
31 Q&A Click on the Q&A panel located in the lower right corner of your screen, type in your questions in the text field and hit send. Please keep the send to default as All Panelists.
32 Thank You! You will receive an when our archive recording is ready. (Separate registration is required) Thanks to our sponsor: RelayHealth! CHIME CHCIO Credits Attending our Webinars = 1 CEU Questions/Comments Anthony Guerra aguerra@healthsystemcio.com Go to to view our upcoming schedule and see the last 12 months of archived events.
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