Patient Portals Beyond Launch DJ Curran

Topics • Brief Background

• Leadership and Guiding Principles

• Feature Selection

• User Recruitment

• Day-to-Day Operations

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

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

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

Foundation for the Future

EMPI

Practice Management

Engagement Analytics

Clinical

Telehealth

Portal Leadership Structure Patient Portal Leadership

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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

Guiding Principles

• It’s the Patient’s record

• Use the Patient‘s preferred communication medium

• Future of care

Features

• Basics

• Balance “New & Cool” with “Strategic”

• Prioritize

• Constant Improvement

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

Prioritize • Automation & Convenience

– Patients or Staff

• Number of Impacted Users/Patient – Good: Quantitative measure – Bad: Exclude great champions

• Competition

• Organizational Priorities

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

Process

• Goal: 3 New Features per Quarter

• Training – Analysts/Staff/Support Desk

• Employee Pilot/Communication

• Quiet Launch

• Semi-Annual Newsletter

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

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

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

Patient Survey

• Supporting Measurement ROI

• Feature Feedback (Marketing)

• Future Feature Prioritization

• Notes:

– High response rate: 18-20% – Support volume spike

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

DJ Curran

Thank you! Questions?

Product Manager

dcurran@pdsit.net

pdsit.net/healthcare