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Get Patients Online and Get Meaningful

Intuit Health Proprietary & Confidential

Introduction

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Hilary BiasEMR Manager/Clinic SupervisorKansas City Bone & Joint Clinic, PA

Who We Are:• Multi-specialty

• 1 Location

• 9 Physicians and 6 midlevel providers

• See approximately 3,300 patients a month

• Electronic Medical Records since 2005

• Patient Portal since 2008


Introduction

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Alan HensonEMR ManagerOrthopaedic Sports Medicine

Who We Are:• 2 Orthopaedic Clinics

•9 orthopaedic surgeons, 5 midlevels

•One location with on site DME, Radiology

including MRI and Physical Therapy

•EHR since Fall 2005

•Patient Portal since Spring 2010


Daily we found challenges

Patient Flow

• Patients overwhelmed by the amount of paperwork required

• Staff manually entering data

• Physicians waiting on patients to complete paperwork

Phone Calls into the Practice

• Staff on the phone with questions regarding next appointment, refill requests, specifics on providers

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Patients asked about online options


Administrative Challenges

• We felt there had to be a way to free up our staff and utilize technology to our benefit

• Staff time, printing and mailing costs of patient packets were increasing.

• Patient pressure to adopt new technology, especially online bill pay

• Costs for purchasing and printing educational materials

• Paper data was scanned and not entered as quantifiable data• Credit card machines, paper, dedicated phone lines

• Government Regulation: AKA Meaningful Use

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What We Looked For:

• Website that is easy to maintain and update• A cafeteria style offering that would allow us to add pieces as needed

• Secure messaging that is HIPAA compliant and makes the patient feel their information is secure

• Every time we looked to add on a new technology, it required a new server, we wanted a solution that did not require this.

• An Established company that we could grow with• Ability to leverage our PatientLink online forms• Wanted integration with GE system• Something that would integrate with our website• Help attaining Meaningful Use

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Why we Selected Intuit

• Very cost effective way to replace our existing website, gain control over website and integrate with patient portal

• Software –as-a-service (SaaS) vs adding another server

• Interface with GE via ‘dashboard’ add in• Secure site that meets HIPAA requirements• Integrates with PatientLink online• Cafeteria offering- choose what you want to use• One more piece in our approach to meet meaningful

use


What Patient Portal means to PatientsPatients want to take charge of their healthcareThe patients want to be involved in their healthcare and the healthcare of their family. They want to be able to access it when they need it, wherever they may need it, yet know it is protected and only accessible by them.

Patients Can• Request an appointment online, at their convenience – even 2:00

am• Fill out patient forms in advance of their appointment- from any

computer• Receive eStatements• Pay their bill online • Virtual Card Swipe• Request a prescription renewal• Ask non-emergent questions• Communicate with staff securely

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The Environment is Changing

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The government is offering Meaningful Use incentives under ARRA to get you to engage with your patients electronically

Four of the 25 objectives require you to engage and communicate directly with patients outside the appointment Patients want to be able to interact with their practice and provider online, to book appointments, complete paperwork, get lab results and pay their bills etc.

• 62% say this would influence their choice of healthcare providers*• 72% of survey respondents between the ages of 18-65 would use an online

tool**

Source: December 2007 Wall Street Journal Online/Harris Interactive ** Source: Intuit Health Survey


Communication Requirements – Core Set

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Core Requirement / Metric• Provide patients with clinical summaries for each office visit for 50% of patients within 3 days

• Provide more than 50% of patients, on request/demand, with an electronic copy of their health information

The SolutionRelevant patient health information you have in the EHR can be sent as a CCD file (the messaging standard) directly to your patient’s health record. This health record can be accessed anytime by your patients, either from your website or directly at Intuit’s personal health record website.


Communication Requirements – Menu Set

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Menu Requirement / Metric• More than 20% of patients (under 5 & older than 65) get sent reminders (per patient preference) for preventive and follow-up care.•Provide more than 10% of patients with timely electronic access to their health information (including laboratory results, problem list, medication lists, and medication allergies).

The SolutionWith the web-based, secure, automated message delivery system, you can send a secure message to any patient registered on your portal. Patients will love the ability to view their health information online & securely exchange information at their convenience, even when your practice is closed.

This type of automated communication drivessignificant savings in both labor and office costs


Preload data prior to patients arrival


DASHBOARD through GE

• Patient fills out information on the Portal• Staff can be alerted by email that it has been done• Staff opens dashboard for demographics and is able to accept data directly into GE

• Dashboard for online bill pay allows staff to post payment directly to GE

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Intuit Health Proprietary & Confidential14

Preload ‘other’ data gathered

•Sensitive data •Preferred pharmacy•Primary care physician•Referring physician•Emergency contacts

•Medications•Allergies


Patient Link online Health History

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Over ½ of our online payments were made after ‘normal business hours’


Sending secure communication saves time returning phone messages, playing phone tag with patients and reduces mail costs.


Patients can request Rx renewals at their speed and convenience.


Patient Adoption

• Informal survey prior to adoption had 78% wanting online ability

• 10,700 patients registered since we started• 40% adoption rate• Average 85-100 online payments monthly

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Strategy for Patient Adoption

• Collected emails prior to adoption and told patients it was coming, then sent blast email

• Conducted informal survey of current patients regarding their opinion of online availability

• Poster with picture of website/portal and what features were available placed in waiting room

• Placed picture of website and features in all exam rooms, check in and check out stations

• All staff talked to patients about website/portal• Created screen saver for exam room computers that advertises website/portal features.

• Gave out business cards with website address• Added website to ALL paper products in office

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The ResultsImproved Patient Flow

• Complete, legible forms integrated with our GE product• Medication/allergy lists preloaded• Patient Link health history already in chart• Patients can fill out the ‘paper work’ online and on their schedule• Registration time reduced from 15+ min to 5-8 min

Reduced Phone Calls into the PracticeReduced non-urgent, routine phone callsStaff was off the phone and able to achieve more face to face time

Positive Revenue Outcomes• Online bill payments average $8,000• Dramatic reduction in mailing costs.• Reallocated staff time


GOTCHA’S

• Health Key- patients have registered elsewhere but don’t remember

• The right staff to troubleshoot patient access calls.• Staff adoption

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What Our Staff and Patients are Saying...

I look forward to my visit. You made it very

easy

Patients with hand/arm issues don’t have to

worry how they are going to ‘WRITE’ all their

information.

Customer said she loves our on-line system!

“The online bill payment is easy to use and our

patients love the option.


Summary

Our Patient Portal is a key component in our strategy to meet the Government Regulations and hopefully attain Meaningful Use

• Allows us to engage the patient while freeing up support resources by enticing the patient to input their own data

Better manage operational costs while improving patient access and satisfaction with a comprehensive patient portal that addresses the front desk, back and clinical offices

Patient portal technology with an integrated workflow inside our GE Product

get patients online and get meaningful - chug › wp-content › uploads › 2015 › 10 ›...

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