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Practices that have invested time and money in choosing, implementing, and converting to electronic health records are ready to reap the benefits—and patients portals are an important key to success. A well-implemented patient portal will help you achieve Meaningful Use incentives AND improve patient engagement and compliance while also simplifying time-consuming office tasks like reporting lab results and medical records requests. In addition to the financial and workflow benefits, patients are actually eager to connect with their physicians electronically. You just need to know how to make it all happen! In this webinar, Laurie Morgan will share strategies to help you: • Successfully implement your patient portal • Improve patient engagement, compliance, and outcomes • Meet some requirements to attest for Stage 2 of Meaningful Use
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PAGE 1 KAREO | @GoKareo; #KareoTip PAGE 1 KAREO | CONFIDENTIAL
Patient Engagement, Meaningful Use & More
PAGE 2 KAREO | @GoKareo; #KareoTip
Your Hosts Today…
Laurie Morgan Senior Consultant & Partner,
Capko & Morgan
Lea Chatham Content Marketing Manager, Kareo
PAGE 3 KAREO | @GoKareo; #KareoTip
Our Schedule for Today…
1 Introduction & Welcome Laurie
2 Patient Portal: Meaningful Use, Engaged Patients & More
3 Discover Kareo’s Role
4 Answer Questions
PAGE 4 KAREO | @GoKareo; #KareoTip
Participate via Social
Facebook.com/GoKareo
Twitter.com/GoKareo
Linkedin.com/company/Kareo
We’ll be live tweeting during today’s webinar! How to participate:
1. Follow @GoKareo on Twitter
2. Join the conversation using #KareoTip
3. Join Building Best Practices group on LinkedIn
PAGE 5 KAREO | @GoKareo; #KareoTip
Laurie Morgan
Practice management and healthcare consultant
Focus on revenue growth, operational excellence and start-up strategy
Author of Management Rx e-book series: Get the Best From Your Medical Billing Service and Patient Flow Mistakes Smart Practice Manager Make – and How to Avoid Them
Laurie has an MBA from Stanford University
lmorgan@capko.com
info@capko.com
www.capko.com
PAGE 6 KAREO | @GoKareo; #KareoTip
Our Schedule for Today…
1 Introduction & Welcome Laurie
2 Patient Portal: Meaningful Use, Engaged Patients & More
3 Discover Kareo’s Role
4 Answer Questions
PAGE 7 KAREO | @GoKareo; #KareoTip
What the Heck is Patient Engagement?
NIH Center for Advancing Health (2010): “Actions individuals must take to obtain the greatest benefit from the health services available to them”
CMS: “the active participation of patients and their families in the process of making medical decisions”
PAGE 8 KAREO | @GoKareo; #KareoTip
Why the Time is Now for Engagement
Shorter hospital stays – “quicker and sicker”
Better treatments for management of chronic illnesses – if self-managed
Early data show that engaged patients have better outcomes
PAGE 9 KAREO | @GoKareo; #KareoTip
But What Does it Mean for Practices?
Payers are interested in the possibility of improved quality, lower costs
Programs already in place, and more to come, include engagement as a component
Tools that increase engagement—like portals—have direct benefits for practices, too!
PAGE 10 KAREO | @GoKareo; #KareoTip
Patient Activation: Measuring Engagement
New: “Patient Activation Measure” or PAM
Find patients (40%+) who are uninformed, under-confident
U of O research, used by Wellpoint, Roche
The point: better outcomes, lower costs
Source: WSJ
PAGE 11 KAREO | @GoKareo; #KareoTip
PCMH and PCSP
PCMH standards that
emphasize portals:
Enhanced access and continuity
Care planning and management
Self-care support, resources
Not just primary care
NCQA: www.ncqa.org/pcmh
PAGE 12 KAREO | @GoKareo; #KareoTip
Meaningful Use Stage 2: Highlights
“CMS believes that EPs…are in the best position to encourage the use of health IT by patients to further their own health care.”
Higher level of utilization and demonstrated engagement.
Stage 2 emphasizes secure messaging and electronic transmission and access to patient information.
PAGE 13 KAREO | @GoKareo; #KareoTip
Meaningful Use Stage 2: Portal Impact
New core objective: Use secure electronic messaging to communicate with patients on relevant health information
More than 5% of patients seen by the EP
New patient access objective: Allow patients to view online, download and transmit their health information within four days of its availability to the EP
More than 5% of patients seen by the EP
PAGE 14 KAREO | @GoKareo; #KareoTip
Beyond MU: Other Benefits for Practices
Preventive care compliance=regular recurring revenue
– Parents using PHR were 2.5x more likely to meet child’s well-check schedule
– Children who missed more than half their well visits were more than 2x likely to be hospitalized
IntuitHealth study: 73% would pay online
PAGE 15 KAREO | @GoKareo; #KareoTip
Beyond MU: Other Benefits for Practices
Portal access can enhance physician reputation1
– Patients who had used a portal were more satisfied with their physicians
– Some patients more loyal to a physician and/or health system after having access to
a portal
Portal access is becoming an important marketing tool
2/3 of patients would consider switching from a physician who didn’t offer a portal to one who did2
PAGE 16 KAREO | @GoKareo; #KareoTip
Beyond MU: Other Benefits for Practices
Online scheduling allows for programmatic rules such as offering next available appointment first
Secure text and email allow patient reminders via more channels, and according to preference
Online labs and prescriptions save staff time
Patients may be more tolerant about EMR (laptop) use during the visit—since it is directly related to a benefit
PAGE 17 KAREO | @GoKareo; #KareoTip
Does Your EMR Have an Integrated Portal?
Eliminates integration anxiety
May be faster and cheaper
EHR vendors aiming to meet MU 2
If you’re shopping for a new EHR, consider its portal option(s)
PAGE 18 KAREO | @GoKareo; #KareoTip
Integrated Portal Example: Kareo
PAGE 19 KAREO | @GoKareo; #KareoTip
Build It and Promote It So They Will Come
Agree on goals and leadership
Tune into radio station WII FM
Repetition and advance planning
Physician involvement
PAGE 20 KAREO | @GoKareo; #KareoTip
Select a Leader and a Team
Someone has to be empowered to “own” the roll-out and measurement of the portal project
Make sure physicians are bought in—and that there is a physician leader
Set reasonable goals and track and report progress
Involve everyone
Celebrate victories!
PAGE 21 KAREO | @GoKareo; #KareoTip
WII-FM: What’s In It For Me? (Your Patient)
Accenture study (2012) for AHIP:
83% of patients want access to their health records online*
90% want access to information, education to manage conditions*
88% want digital reminders for preventive or follow-up care
73% want to manage prescription refills online
72% would like to be able to book appointments online
* MU Stage 2 objective
PAGE 22 KAREO | @GoKareo; #KareoTip
Repetition and Consistency Are Key
“Rule of Seven”
What are your messages?
Provider involvement: get them to “prescribe” the portal
Remind at all your touch-points
PAGE 23 KAREO | @GoKareo; #KareoTip
Repetition and Consistency Are Key
Touch-points
Billing statements
Hold messages
Appointment reminders
Kiosks/tablets in reception
Exam Rooms
Website
PAGE 24 KAREO | @GoKareo; #KareoTip
Allow Time for Patients to Learn
PAGE 25 KAREO | @GoKareo; #KareoTip
Think Billboards swifteconomics.com
stealingshare.com
brandautopsy.com
PAGE 26 KAREO | @GoKareo; #KareoTip
Get Help From Your Vendor
Make sure you and your team know how it works for patients
Understand reporting capabilities
Ask for marketing assistance
Get input on best practices
PAGE 27 KAREO | @GoKareo; #KareoTip
Join Peer Networks for Support—and Influence
PAGE 28 KAREO | @GoKareo; #KareoTip
Be a Small Practice With Big Technology and WIN!
“My local doctor, the nurses, and the office staff all
knew me. That kind of personal care may be really
important to you, and it will be harder to come by in
a bigger institution.”
- Phyllis Johnson, Health Central Expert Blogger and Cancer
Patient
PAGE 29 KAREO | @GoKareo; #KareoTip
Our Schedule for Today…
1 Introduction & Welcome Laurie
2 Patient Portal: Meaningful Use, Engaged Patients & More
3 Discover Kareo’s Role
4 Answer Questions
PAGE 30 KAREO | @GoKareo; #KareoTip
Discover Kareo’s Role
“…Make Your Practice a Best Practice!”
PAGE 31 KAREO | @GoKareo; #KareoTip
Discover Kareo’s Role
Cloud-based
Medical Billing
Patient Payment Services
Insurance Billing & Remittance
Scheduling & Practice Management
Electronic Health Records
Medical Billing Services
Education, Training, & Support Included
20,000 Providers Nationwide
PAGE 32 KAREO | @GoKareo; #KareoTip
Discover Kareo’s Role
PAGE 33 KAREO | @GoKareo; #KareoTip
Educational Resources
Kareo.com/meaningful-use
Kareo.com/ICD-10
PAGE 34 KAREO | @GoKareo; #KareoTip
Kareo Marketplace
• Kareo Partners
• Online appt. scheduling
• Text reminders
• Recalls
• Phone visits
• Reputation Management
PAGE 35 KAREO | @GoKareo; #KareoTip
Discover Kareo’s Role
• Kareo Partners
• Kareo Patient Portal
• Practice Dashboard
PAGE 36 KAREO | @GoKareo; #KareoTip
Discover Kareo’s Role
• Kareo Partners
• Kareo Patient Portal
• Practice Dashboard
• Invite Patients
PAGE 37 KAREO | @GoKareo; #KareoTip
Discover Kareo’s Role
• Kareo Partners
• Kareo Patient Portal
• Practice Dashboard
• Invite Patients
PAGE 38 KAREO | @GoKareo; #KareoTip
Discover Kareo’s Role
• Kareo Partners
• Kareo Patient Portal
• Practice Dashboard
• Invite Patients
• Patient Dashboard
PAGE 39 KAREO | @GoKareo; #KareoTip
Discover Kareo’s Role
• Kareo Partners
• Kareo Patient Portal
• Practice Dashboard
• Invite Patients
• Patient Dashboard
• Secure Messaging
PAGE 40 KAREO | @GoKareo; #KareoTip
Discover Kareo’s Role
• Kareo Partners
• Kareo Patient Portal
• Practice Dashboard
• Invite Patients
• Patient Dashboard
• Secure Messaging
PAGE 41 KAREO | @GoKareo; #KareoTip
Discover Kareo’s Role
• Kareo Partners
• Kareo Patient Portal
• Practice Dashboard
• Invite Patients
• Patient Dashboard
• Secure Messaging
• Patient Tools
– Clinical Summary
– Medical Record
– Payment History
– Online Payments
PAGE 42 KAREO | @GoKareo; #KareoTip
Let’s Answer Your Questions
888-775-2736
sales@kareo.com
Kareo.com/chat
Facebook.com/GoKareo
Twitter.com/GoKareo
Linkedin.com/company/Kareo
Follow us!
PAGE 43 KAREO | @GoKareo; #KareoTip
More Questions?
• Kareo
– www.kareo.com
– www.facebeook.com/gokareo
– @GoKareo
• Laurie Morgan
– lmorgan@capko.com or info@capko.com
– www.capko.com
– Blog: www.capko.com/blog
– www.facebook.com/capkoandcompany
– @capkoandcompany
– Management Rx: www.managementrx.biz
New e-book series – ask
me about review copies!
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