webinar 8 patient engagement using patient portal | digidms.com

Webinar 8:Patient Engagement Using

Patient PortalTuesday, April 23, 2014 at 3:30 PM EST

Wednesday, April 24, 2014 at 4:30 PM EST

EHR * PM * Patient Portal * Direct Messaging * Secure Healthcare Messaging

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https://www.myPersonalChart.com


myPersonalChart Patient PortalHow it Works?

Share Chart Share PHIClinical SummaryAppointment ApprovalRefill ApprovalScreening RemindersSecure MessagingLab ResultsDocumentsSend Statements

Online RegistrationRequest for AppointmentRequest for RefillSecure MessagingShare Record to ClinicsPay Statements Online

View ChartManage Health InformationAudit ActivityManage ClinicsPatient Education

Physician

Patient

Physician

AuthorizedRepresentative


Meaningful Use Objectives Addressed by Creating a Patient Portal

Patient‐Specific Education ResourcesEHR has an integrated patient education tool that allows clinical staff to search and select from more than 600 summaries on diagnoses and symptoms and more than 1,000 medications. Materials, which are available and English and Spanish, can be printed out and reviewed with patients at the time of the visit.

Provide Clinical SummariesPatients are provided with clinical summaries of their visit upon request. Patients who are registered with the patient portal can receive the clinical summary electronically.

Provide Electronic Access to Health InformationRoutine lab results are provided to patients registered with the portal. When lab results are published to the patient portal, patients receive an e‐mail message telling them to check the portal. Providers attach a message explaining the lab results and addressing anticipated questions, such as “Your test results are normal” or “Your cholesterol is high, please make an appointment within the next 30 days to discuss.”Patients can download any clinical reports shared via the secure messaging feature to their computers or a portable storage device.

Patient Portal Benefits Patient Care and Provider Workflow


"As doctors gained experience with the portal, they realized it was a very efficient way to communicate with patients. Phone encounters can be long because patients get talkative and ask a lot of questions. Using messaging, their questions are more pointed." –Dr. James Weiss

“It actually cuts down on the phone calls and the back and forth" – Tracy Morris

Patient Portal Benefits Patient Care and Provider Workflow


Getting Patients Registered•Distributing fliers,•Posting materials about the portal in their clinics, •Providing talking points for front-office staff to encourage patient registration and use

Sample Talking Points for ProvidersDo you use e‐mail? The portal is just a secure e‐mail system that we can use to communicate.You can send me a message and it goes right into your chart, so I have all of your information at hand when I read it and respond.If you use it and don’t like it, you don’t have to continue to use it. Just let us know.It’s really very easy to use. If you use the Internet, you’ll most likely find the portal helpful and easy to navigate.

It is particularly persuasive when providers encourage patients to use the portal because patients trust providers and value their opinions. One provider says he reinforces a patient’s use of the portal by closing all messages with “Thanks for using the portal.”

Some patients were concerned that Patient Portal would send them spam. When providers and staff tell patients about the portal, they assure them that the portal will only be used to respond to the patient’s message and to share important health information such as the clinical summaries. They also explain how to prevent messages from going into the spam folder.

Patient Portal Benefits Patient Portal Implementation Experienced


Providers experienced:•Patients use the secure messaging appropriately, asking clear and pointed questions, with very few exceptions, and e‐mail volume was not problematic•Found themselves wishing more patients would use the portal for things such as medication refill requests•It takes providers and staff less time to respond to e-mails than to process incoming calls and route them•Appreciation of efficient communication and reduction of “phone tag” that often results in delays and miscommunication•Messages are in patients’ own words and not subject to others interpretation, biases, or attention to detail•Advise that it is important to set expectations with patients, explaining what kind of questions are appropriate and how and when providers will use the messaging; for example, “I’ll be sending your test results on the portal in 2-3 days”

Patients experienced:•They appreciate the direct communication with providers•They appreciate the ability to ask questions in-between visits and convenience of requesting medication and referrals online•Some patients have told them they selected PHMG (and “fired” their other providers) in part because of the availability of the portal


myPersonalChart Patient PortalActivate Portal Account from DigiDMS EHR

Patient Chart Edit Demographics


myPersonalChart Patient Portalpatient Receives eMail and Activates


myPersonalChart Patient Portalpatient Account Setup


myPersonalChart Patient Portalpatient view of Patient Portal


myPersonalChart Patient Portalpatient view of Active Problems

Patient can ‐Mark problems as Inactive, Resolved ‐ Add New Active Problems‐ Open Patient Education Material‐ Verify source of Information


myPersonalChart Patient Portalpatient view of Messages

Patient can ‐ Read Message‐ Reply/ Forward‐ New Message

‐ Appointment‐ Refill‐ General


myPersonalChart Patient Portalpatient view of Demographics


myPersonalChart Patient Portalpatient view of Manage Clinics


myPersonalChart Patient PortalSharing Patient Chart to Authorized

Representatives


myPersonalChart Patient PortalView, Download & Transmit


myPersonalChart Patient PortalAudit Log


myPersonalChart Patient PortalOnline Payments


DigiDMS EHR – Physician ViewPreference Configuration


DigiDMS EHR – Physician ViewWhich Data to Share and How

Share PHR Send Patient Portal

Encounter Note Clinical Summary Send to Patient Portal

Patient Chart Documents Select Documents Send Patient Portal

Patient Education Send Patient Portal

Patient Screening Module Generate List of Patients send Patient Portal


DigiDMS EHR – Physician ViewHow to Review Data Received from Patient Portal

Messaging Inbox Direct Messages * Web Messages


DigiDMS EHR – Physician ViewHow to Review Data Received from Patient Portal

Messaging Inbox Direct Messages * Web Messages View & Import


myPersonalChart Patient PortalPatient Registration

Find Clinic and Register or Register in Waiting Area


myPersonalChart Patient PortalPatient Registration

Fill Details


Questions & Answers

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Thank You!


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