Agenda

1. Misys PatientLink™ – How Online Self-Service Improves Office Efficiency and Boosts Patient Satisfaction

2. Agenda • About ProMedica Physician Group • Driving factors for change • Benefit/risk analysis • Approach • Solution • How it’s really working • Lessons learned • Future plans

3. About ProMedica Physician Group • Part of ProMedica Health System, based in Toledo, OH • Large multi-specialty group covering northwest Ohio and southeast Michigan • 215 physicians and extenders • Anesthesia, Cardiology, ENT, Family Practice, General Surgery, Internal Medicine, OB/GYN, Ortho, Pediatrics, Pediatric Specialty (Cardio, GI, Ortho, Hem/Onc), Podiatry, Sports Medicine, Vascular • Average group size is 2.5 to 3 providers per location • Misys customer for 15 years • Drive to become the leader in health care; using online services was a “sure-fire” way to make that happen

4. Driving Factors for Change Need to move faster into the ‘information age’ Less-than-effective website Mail costs skyrocketing Lack of standardization Defined goal to increase patient satisfaction Staff efficiency not optimized …We knew we needed to make some changes experience, solutions, results

5. Benefit/Risk Analysis • We needed a solution that would work for ProMedica, our physicians, and our patients • Risks • Age of the doctors • Medicaid / Medicare patients not online • Computer access in some rural areas • Knew we would never have 100% of our patients online • Implementation rollout • Benefits • Reduced mailing costs • Decreased phone time • Secured electronic communication • Patient satisfaction • Strong adoption & smooth launch

6. Approach • Looked at the market to investigate solutions to solve those problems • Patient-provider communications filled the need • Turned to Misys as our trusted vendor; learned about PatientLink • Currently implementing Misys EMR and we are using PatientLink as a pre-cursor to Misys EMR to get practices used to technology • We created a project to implement Misys PatientLink first in a pilot setting

7. Solution • Implement PatientLink in a pilot setting • 10 physician OB/GYN practice • 6 month pilot • Pre-registration & Custom Health Forms • Appointment Requests • Appointment Reminders • Patient Messaging (I.E. Lab Results Delivery) • Online Bill Pay • Welcome Email • Implement without integration • Not necessary for us to reach our goals and achieve value • Wanted a quick return on investment; time to benefit

8. So .. how’s it really working?

9. Change Factor #1: Catch Up with the Information Age • Solution implemented: Patient Messaging • Our physicians all have email through ProMedica and were receiving emails from patients in a non-secure manner • Mailing costs for using paper and postage were high • Benefits/results • Secure web-based portal for HIPAA-compliant communication • Reduction in mailing cost and paper use

10. Patient Messaging experience, solutions, results 10

11. Change Factor #2: Less Than Effective Website • Solution: New website implemented • Website was not up to par as our competitors • Benefits/results • New look at feel • Enhanced service with online applications • Increased our accessibility to our patients • Increased patient satisfaction

12. Patient Portal Login experience, solutions, results

13. Change Factor #3: Skyrocketing Mail Costs • Solutions implemented • Patient Messaging • Welcome Email • Online Bill Payment • Benefits/results • Reduced: • Mailing Costs • Reduced paper and supply costs • Reduced staff time to process mailings • Examples: New Patient Packets & Lab Results

14. Patient Messaging experience, solutions, results

15. Online Bill Pay experience, solutions, results

16. Change Factor #4: Lack of Standardization • Solutions implemented • Custom forms • Appointment requests • Benefits/results • Standard answer sets within custom forms • Standardized appointment requests

17. Custom Forms experience, solutions, results

18. Appointment Requests experience, solutions, results

19. Change Factor #5: Goal to Increase Patient Satisfaction • Solutions implemented • Appointment Reminders • Patient Messaging • Planning to implement patient satisfaction survey through the portal to track this • Benefits/results • Increased patient access & convenience

20. Appointment Reminders experience, solutions, results

21. Change Factor #6: Staff Efficiency Not Optimized • Solutions implemented • Appointment Requests • Symptom Assessment • Secure Patient Messaging • Benefits/results • Reduced staff phone time for appointments • Pilot of symptom assessment is proving to reduce staff time in the exam room with the patient • Patient messaging reduces staff time by eliminating patient mailers

22. Appointment Requests experience, solutions, results

23. Symptom Assessment

24. Summary – the Value of PatientLink • Reduced mailing costs • Increased staff efficiency • Increased patient access • Increased patient satisfaction • Standardization • Competitive services

25. Lessons Learned • PatientLink is a viable solution to many of our office needs • We are constantly making changes to our implementation and improving our process • Utilize the PatientLink Web trainings sooner • Use staff that is computer savvy • Use “train the trainer” implementation • We recommend PatientLink to every office, it is a tremendous product!

26. Future Plans • Use PatientLink to focus on patient quality initiatives • Proactive mam, pap, flu, and other notifications • Host patient satisfaction surveys on our website • Put more focus on marketing to further drive utilization • Incorporate the following solutions: • Virtual Office Visits • Barton D. Schmitt, M.D. Online Patient Triage • Automated Appointment Reminders

27. Now a Word on Integration experience, solutions, results

28. Integration Misys PatientLink Integrated features: Misys Tiger 8.0 Integrated Solutions: Patient Pre-Registration (demographics) Appointment Requests Online Bill Payment Misys Vision 9.1 Scheduled Integrations: Patient Pre-Registration (demographics) Appointment Requests Online Bill Payment Misys EMR 8.0 Integrated Solutions: Custom Forms Documents Misys EMR 9.1 Scheduled Integrations: Secure Patient Messaging (Practice Initiated Messages) Ask A Question Secure Messaging (Patient Initiated Messages) Current Pricing Includes… * INTEGRATION: NO ADDITIONAL UPFRONT / RECURRING COST *

29. Misys PatientLink Integration with Misys Vision

30. Misys PatientLink Demographics Integration with Misys Vision

31. Misys PatientLink Integrates with Misys EMR

32. Misys PatientLink - Intake Form Integration w/ Misys EMR 8.0

33. Misys PatientLink – Appointments Integration

34. Misys PatientLink – Online Bill Pay Integration

35. Questions Integrated with Misys EMR • Questions can flow directly into the Task Queue in EMR 9.1 • Improve Documentation & Minimize Risk Save Valuable Nurse & Physician Time

36. Secure Messaging directly from Misys EMR • Send Lab Results, Health Maintenance Notices, and other Clinical information to specific patients • Reduce Phone Tag or Delays from Mail • Improve Clinical Workflow Efficiency Log Communication in a Chart Note Report on Sent Messages By Date Range Track Status of Message Receipt

37. Questions Integrated with Misys EMR • Questions can flow directly into the Task Queue in Misys EMR 9.1 • Improve Documentation & Minimize Risk Save Valuable Nurse & Physician Time

38. Questions?