PORTAL AND PATIENT ENGAGEMENT

Presented by: HCN Clinical Operations Team

TABLE OF CONTENTS

2

Topic Page

Top Reasons to have and use the Patient Portal 3

Sample Portal Websites 4

Portal 101 6

Meaningful Use and Practice Portal 12

Patient Engagement 29

Patient Portal Report in POMIS 31

5 REASONS TO HAVE & USE THE PATIENT PORTAL

1. Less phone calls received / Less paper messages

2. Provides an additional way of communication for the patient.

3. Patient can register and complete health questionnaires online prior to appointment.

4. Easy access to their clinical information

5. Requirement for Meaningful Use3

SAMPLE PORTAL WEBSITE

4

SAMPLE PORTAL WEBSITE

5

GETTING STARTEDPortal 101

6

From PI Screen:1. Click on

Reports from the menu screen.

2. Select Letters/Labels

3. Select Patient Portal Letter

4. Select Run and View/Print the letter

PROVIDING PATENT PIN LETTER

7

SAMPLE PIN PORTAL LETTER

8

1. Select Register at the Top of the Screen

2. Create a login ID and Password (6-15 characters long)

3. Assign challenge questions/answers

REGISTER ON PORTAL

9

1. Select the “I have seen physician before” option

2. Input PIN# provided on the PIN Letter.

3. Click on Verify

VERIFY PATIENT IDENTITY

10

NEW PATIENT ENROLLMENT

Patients have the ability to register to become a patient of your Center.

11

PATIENT ELECTRONIC ACCESSCORE MEASURE 7:

12

MY MEDICAL SUMMARY

Satisfies Meaningful Use CORE MEASURE 7: Patient Electronic Access

Required fields to display are:• Allergies,• Lab Results,• Plan of Care• Problems,• Procedures,• Social History,• Vital Signs,• Chart Summary• Chart Access

History

Once verified, patient now has access to view their clinical information.

13

CHART SUMMARYFrom this tab, patients can: • View a complete

report of their medical summary,

• Download the summary to their computer

• Send it as an attachment (PDF & XML)

14

• Provides a channel for patients to communicate with the Center:

ONLINE PATIENT SERVICES

All of these options, sends a message to the delegate folders in Secure Messaging.

(Must use Sage Payment Solutions for this option)

15

ONLINE PATIENT FORMS

16

PRE-VISIT MEDICAL HISTORY QUESTIONNAIRE

1. Patient clicks on Medical History Questionnaire

2. Patient completes Medical History Questionnaire

3. Patient is provided a report and submits to Center.

17

PRE-VISIT MEDICAL HISTORY QUESTIONNAIRE

1. Patient clicks on Medical History Questionnaire

18

• From POMIS:– Communication– Secure Messaging – Delegate Login

• From EHR:– From My Day, click on the

Secure Message icon– Delegate Login

USING SECURE MESSAGE

It is very important to make sure the User logs in as the Delegate since they will not see any email messages on

the initial inbox since it’s the personal inbox of the user!

19

RESPONDING TO EMAILS

All received messages should be replied with.

Click on Send, once ready to submit a response.

• Check [cc chart] to save a copy of the message in Chart

20

Click the Action button to each email.

WORKING COMMUNICATIONS

• If an Appointment request is received, the Action option will be Make Appointment

• If a Patient Registration request is received, the Action option will be Register

• If a document has been sent to the clinic, the Action option will be Save to Chart

21

Best Practice to save all messages in a folder so that no one is working the task twice.

MOVE TO COMPLETED BOX

22

VIEWING SECURE MESSAGES IN CHART

POMIS:1. From the PI

screen, expand the Other category

2. Click on Secure Messages

3. Secure Messages will display

23

VIEWING SECURE MESSAGES IN CHART

IEHR:1. From My Day,

click on the Sec Msg Chart list option

2. Work messages.

24

GENERATE AND SEND CLINICAL SUMMARYPROVIDER’S BEST PRACTICE

1) Once the patient encounter note is completed, and you are ready to generate and send the visit summary via the patient portal, click ‘Sign’

2) Verify ‘Exchange Document’ is checked and ‘Open Generate Dialog’ is selected from the drop down option

3) Select the following:i. To: Patientii. What: Clinical Summaryiii. Include: De-Select any data that may be harmful for the patient

4) Click ‘Send’

25

Once an encounter note has been created, the ‘Print Summary’ option will appear on the top right corner in the patient’s summary page. When the provider has completed the necessary information and you are ready to generate the summary:

1) Click ‘Print Summary’

2) Select ‘Send Summary’

GENERATE AND PRINT CLINICAL SUMMARYCLINICAL SUPPORT STAFF’S BEST PRACTICE

26

The Secure Messaging window will display.

1) Edit the body of the message.

2) Click on ‘Send’

GENERATE AND PRINT CLINICAL SUMMARYCLINICAL SUPPORT STAFF’S BEST PRACTICE

27

SENDING DOCUMENTS TO PATIENTS

From IEHR, you can send documents to the patient via Secure Messaging.

EX: • No show letters• Follow up letters• Patient

correspondence

28

ENGAGING YOUR PATIENTS TO THE PORTAL

Patient Engagement:

29

• Empower your patients!– Providers can advocate for patient

registrations– Continuous talk about portal

• Change your hold music and add an educational message introducing the Practice Portal

• Create a task team!– Run the Practice Portal Report

based on appointment dates– Speak to patients about the Portal

during waiting time– Create an incentive program

• Run a Promotions campaign

PATIENT ENGAGEMENT

30

PATIENT PORTAL REPORT

31

QUESTIONS?

Open forum discussion on Practice Portal

32

THANK YOU FOR ATTENDING!

33