keys to building a successful patient engagement strategy · •team was established in 2011 for mu...

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“Keys to Building a Successful Patient Engagement Strategy”

A Complimentary Webinar From healthsystemCIO.com

Sponsored by RelayHealth

Your Line Will Be Silent Until Our Event Begins at 12:00 ET

Thank You!


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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 Download today's deck at:

http://healthsystemcio.com/presentation/patient-eng-webinar.pdf

• Shortened URL at bottom of all slides

• View the Archive• You will receive an email when our archive recording is ready.

• Separate registration is required.

http://healthsystemcio.com/presentation/patient-eng-webinar.pdf


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Agenda — Approximately 40 Minutes

• 30 minutes: Bill Rieger, CIO, Flagler Hospital; Gina Magnus, VP/Patient Engagement, Flagler Hospital

• 5 minutes: A Word From Our Sponsor: Doug Biehn, VP, Enterprise HIE & Patient Engagement, RelayHealth

• 10 minutes: Q&A w/Bill Rieger & Gina Magnus


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Bill RiegerCIO

Flagler HospitalSt. Augustine, FL

Keys to Building a Successful Patient Engagement Strategy

Gina MangusVP, Patient

EngagementFlagler HospitalSt. Augustine, FL


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I. Building the Team & Process (Bill Rieger)

II. Generating Awareness (Gina Mangus)

III. Engaging Patients One-on-One (Gina Mangus)

IV. Lessons Learned (Bill & Gina)

V. Where are We Today? (Bill & Gina)

Today’s Discussion


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At Flagler Hospital MU is lead by CIO, but I am not alone!

• CMIO, CFO, CNO, CMO, and several clinical directors are all part of what we lovingly refer to as MUTT.

• Team was established in 2011 for MU stage 1 year 1 and has been intact since then to guide our organization through all MU phases.

• The MUTT team made recommendations to include Patient Engagement department in order to manage the patient portal registration process.

• The patient engagement team worked closely with IS, Nursing, and Registration to develop the strategy for patient portal marketing and registration.

Establishing the Team (MU Governance)


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• IS: Project Oversight & Technical Support

• Registration: hands out brochures and gathers email addresses. (this process needs improvement; we have improved from 7%-15% and are targeting 50% by May )

• Nursing: Review portal information

with all patients at discharge

• Patient Engagement: Generate awareness & Sign patients and community members up one-on-one

Building the Team: A Multi-Disciplinary Effort

Establishing Processes• Adding the portal info to auto print at discharge• Educating Nursing to review the portal paperwork• Sending email invitations to patients with email addresses


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• Establishing Your Brand

• Starting with Staff

• Building a Community Campaign

Generating Awareness


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Establishing Your Brand

• At Flagler Hospital, we liked the name of the portal: Follow My Health and decided to capitalize on that.

• Many organizations create their own name that fits with their hospital brand and community.

• We chose to include Flagler Hospital’s logo as well as our Clinically Integrated Network on the Portal landing page because many of our physician partners’ patients will be accessing their hospital and office records from the same site.

• We created an internal & external marketing campaign around the Follow My Health concept


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Build Awareness with Staff First

• Held sign-up days in the hospital cafeteria.

• Gave away free Follow My Health t-shirts to the first 200 sign-ups.

• Incentivized staff to submit photos of themselves participating in healthy activities wearing their t-shirts.


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• Featured employees & patients in a local ad campaign

• Incorporated the patient portal messaging with service line marketing

• Presented at community groups and meetings

• Used an easy and familiar URL flaglerhospital.org/FollowMyHealth

• Recognized that awareness alone won’t get you to 5%!

Raise Community Awareness


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Engaging with Patients One-on-one


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How does one-on-one portal registration work?

• Set a daily target # of patients to meet meaningful use. (at Flagler, our target is 5-7 patients a day)

• Generate a daily list of patients to be discharged.

• Start with “well” patients such as maternity, bariatric surgery and joint replacements.

• Utilize a mobile device – we found Tablets worked best with our portal.

• What is the process? (1) Log on to the patient portal site

(2) Help the patient establish a username & password

(3) Request a connection with the portal.

(4) Go to the administrative site and approve the connection.

(5) Log out of the portal.

(6) Walk the patient through logging back into the portal on the tablet to view their information.


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Lessons Learned

• Patients often forget the username & password they selected when they arrive home. We provide a card with their username and password and encourage them to change it, for security purposes, after discharge.

• Patients are hesitant to provide an email address. We included specific language for registration staff: “Flagler Hospital does not sell or distribute any patient email address information. Email addresses obtained will solely be used for our FollowMyHealth Patient Portal and clinical education programs.” This was helpful.

• Proxy forms are key. Many family members of elderly patients are most interested in using the portal.

• Brand awareness helps. People are more inclined to participate if they have already heard of the patient portal.

• Accurate reporting is a struggle. We are still working to understand why some patients are not being “counted”.


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How are we doing?

• 1,553 patients registered• 1,797 logins (people are using it!)• Patients added 263 clinical items to their own personal health records• 7.26% Meaningful Use Measure 2


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• Increase portal utilization to 15% by October 2015

• Send patient education information via the portal by November of 2015

• Acquire 60% of patient email addresses by 2016

• Increase number of downloads of discharge instructions

• Increase the number of physician offices utilizing the same portal platform

• Increase online Rx refills

• Increase online appointment scheduling utilization

• Increase online bill pay utilization

Future Goals


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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.”


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Thank You!

• Thanks to our featured speaker: Bill Rieger & Gina Magnus

• Thanks to our sponsor: Doug Biehn & RelayHealth

• You will receive an email when our archive recording is ready. (Separate registration is required)

• CHIME CHCIO Credits – Attending our Webinars = 1 CEU

• Questions/Comments – Anthony Guerra [email protected]

Go to www.healthsystemCIO.com/webinars to view our upcoming schedule and see the last 12 months of archived events.

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keys to building a successful patient engagement strategy · •team was established in 2011 for mu...

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