Kryptiq Portal Power Boost Memorial Hermann Healthcare System Physicians at Sugar Creek www.sugarcreekphysicians.org
Who Are We What s the Point The Challenge The Solution The Result The Aftermath Questions
Academic clinic in Sugar Land, Tx Affiliated with Memorial Hermann Healthcare System Our Staff 15 Faculty Physicians, 42 Residents 60 nurses, technicians and administrative staff Services Primary Service: Family Medicine Specialty Services: Occupational Medicine, Dermatology, Sports Medicine, Geriatrics, Diabetes Management, OB / Gyn, Psychology After Hours Clinic / Urgent Care Center Onsite laboratory, radiology and bone density
1972 1998 Opening of Memorial Family Practice Residency Manual Billing and Medical Records Use of electronic billing system Versyss Implementation of Centricity EMR CPOE manual entry via encounter forms 2007 Conversion from Versyss to CPM Implementation of: patient appointment scheduling efax and eprescribing patient web portal patient access to their record DocuTrack imaging secure message between MD & patient Dragon Speak EKG and spirometry integration with Logician enhanced reporting tools and much more. CPOE with integration to CPM Enhanced workflow processes More online patient tools NCQA Medical Home / Diabetes Recognition And more. 2008 and beyond
Average 180 200 office visits per day with 15 to 25 physicians in clinic per session Active population of 25,729 unique patients Patient Ages Patient Gender Portal Users
Since October 2008 23,049 secure messages sent by 2,235 patients average 5 messages per patient per year Since October 2007 12,688 portal interactions 52 billing questions 222 personal information changes 253 referral requests 764 appointments made 1,148 refill requests 10,249 doctor emails Average phone talk time 2.5 minutes Average message write time 45 seconds Time variations: 31,720 minutes or 529 hours (phone) vs. 9,516 minutes or 159 hours (messaging)
What will happen when the untapped knowledge of every patient, of every caregiver, of everyone who has something of value to share actually has the opportunity to share it? Eight in ten internet users have looked online for health information. Many e- patients say the internet has had a significant impact on the way they care for themselves or for others. Susannah Fox Associate Director, Digital Strategy Pew Research Center Sept 2010
Patients perspective Could not locate information easily Language confusing making patients think too hard Password resets not easy to do Could not determine if they were logged in or out Verifying status as a patient was difficult Provider perspective Information looked the same when logged in or out Patient complaints about multiple attempts to register Clinic mission and service provider listing not clear Staff perspective Numerous calls related to sign-ons Patients could not find the webpage based on URL name
Replace as many phone calls as possible with online services Provide secure HIPAA compliant communication Empower patients from the comfort of their home Increase ability to contact physicians and patients at a time when they are available Address meaningful use opportunities Maintain a competitive market advantage
June 2010 www.mfpc.mhhs.org/portal/ Information not easy to locate Vocabulary confusing Screens looked the same Unclear mission and providers Minimal graphic and visual appeal www.sugarcreekphysicians.org Ease of navigating Clear, concise 8 th grade wording Dynamic screens Obvious mission and providers Eye catching graphics and appeal
T o Appeal to your patient Make content clear, simple and easy to find 8th grade reading level Think like a patient, not like a provider Less clicks, more content Navigate yes, scroll minimally Don t make the patient guess
Provide valuable online services Use language they understand Too complex: Our policies on no-show appointments are at the discretion of the physician and are dependent upon circumstances and the patient s tenure with the practice. Much simpler: If you do not show for your appointment, we may bill you for this time unless you call the clinic before your visit. Use one layout and color palette Use graphics and icons that are similar Coordinate colors with your logo Minimize the use of click here
Prior website banner New website banner Physical address very visible Office hours and phone numbers are easy to locate Patient friendly picture
Prior navigation Left of screen not very noticeable Many links needed simplified words New navigation Tabular making it easy to see frequent requests Potential patients see only what is needed Actual patients see tabs for relevant care requests
Prior webboxes New webboxes
Prior home page content New home page content Contains information about the clinic for potential and actual patients Services listed in context to about clinic information