IPA: Moving Toward a Paperless Release of Information ROI

1. IPA:Moving Toward a Paperless Release of Information (ROI) Presented by: Amarah Hicks, RHIA Chief HIMS Denver VAMC Marjorie Poulin, RHIT, CIPP Chief HIMS & Privacy Officer, My HealtheVet POC � Togus VAMC Welcome to the In person authentication, which we will refer to in this session as IPA � Moving Toward a Paperless Release of Information. My name is Amarah Hicks and I am the Chief of the Health Information Management Section from the Eastern Colorado Health Care System in Denver Colorado. Joining me today is Marjorie Poulin who is the Chief of HIMS, Privacy Officer and My HealtheVet POC from the Togus VA Medical Center� we be discussing the IPA process and moving towards a paperless release of information.Welcome to the In person authentication, which we will refer to in this session as IPA � Moving Toward a Paperless Release of Information. My name is Amarah Hicks and I am the Chief of the Health Information Management Section from the Eastern Colorado Health Care System in Denver Colorado. Joining me today is Marjorie Poulin who is the Chief of HIMS, Privacy Officer and My HealtheVet POC from the Togus VA Medical Center� we be discussing the IPA process and moving towards a paperless release of information.

2. A couple of ground rules� We ask that you write any questions on the 3x5 index cards that were provided � the room assistants will collect the cards and we will respond as time permits � however if we do run out of time, your questions and our answers will be posted on the VeHU website.A couple of ground rules� We ask that you write any questions on the 3x5 index cards that were provided � the room assistants will collect the cards and we will respond as time permits � however if we do run out of time, your questions and our answers will be posted on the VeHU website.

3. Class Description This HIMS/My HealtheVet co-sponsored session will use both audio-visual aids and role-playing to demonstrate how In-Person Authentication and Personal Health Record (PHR) extracts will allow for paperless Release of Information for laboratory results. This session is a joint effort between HIMS and MHV; we will utilize role playing & also audio-visual aids to display how in person authentication and the PHR extracts is going to allow for veterans to access their lab results online, and the transition from a paper to electronic release of information process.This session is a joint effort between HIMS and MHV; we will utilize role playing & also audio-visual aids to display how in person authentication and the PHR extracts is going to allow for veterans to access their lab results online, and the transition from a paper to electronic release of information process.

4. Learning Objectives At the end of this presentation, attendees will have an understanding of: Understand In-Person Authentication (IPA) process and its relationship to ROI Policies and Procedures. Identify current and planned PHR extracts which will be available to the veteran after they have completed the IPA process. At the end of this presentation, we expect that you will have a better understanding of the in person authentication process; specifically how this relates to and impacts current release of information policies and practices. We also expect that you will be able to identify the current and future releases that will be available to the veteran in their online personal health record once they have been through the IPA process.At the end of this presentation, we expect that you will have a better understanding of the in person authentication process; specifically how this relates to and impacts current release of information policies and practices. We also expect that you will be able to identify the current and future releases that will be available to the veteran in their online personal health record once they have been through the IPA process.

5. Overview of In-Person Authentication (IPA) Overview of My HealtheVet Administrative Portal https://admin.myhealth.va.gov My HealtheVet Administrative Portal is the administrative back-end of the My HealtheVet application. The Admin Portal assigns users to different roles and allows them to perform certain admin functions, such as assigning VA staff to different levels of access within the Admin Portal or the heavy-proofing process required of all VA Patients in order to be granted full Personal Health Record or PHR access. The My HealtheVet Admin Portal is a secure portal� hence the https vs. just http like regular website. Users have to have permission to access the Admin Portal� So let�s talk a little about IPA� My HealtheVet Administrative Portal is the administrative back-end of the My HealtheVet application. The Admin Portal assigns users to different roles and allows them to perform certain admin functions, such as assigning VA staff to different levels of access within the Admin Portal or the heavy-proofing process required of all VA Patients in order to be granted full Personal Health Record or PHR access. The My HealtheVet Admin Portal is a secure portal� hence the https vs. just http like regular website. Users have to have permission to access the Admin Portal� So let�s talk a little about IPA�

6. In-Person Authentication (IPA) VHA Handbook 1907.02 provides guidance on the IPA process IPA is performed by individuals who have been granted access to the MHV Administrative Portal in the role of authenticator. IPA is only accessible to those who have been designated as Local Authenticators within the Admin Portal. When they log in they will see the Manage MHV User tab and be able to go into it. Typically IPA is performed by the HIMS / ROI clerks, although as you will hear other staff members have volunteered to help in this process.IPA is only accessible to those who have been designated as Local Authenticators within the Admin Portal. When they log in they will see the Manage MHV User tab and be able to go into it. Typically IPA is performed by the HIMS / ROI clerks, although as you will hear other staff members have volunteered to help in this process.

7. In-Person Authentication (IPA) IPA is the first step in allowing My HealtheVet veteran users to access selected portions of their online personal health record Essentially, this is the �heavy proofing� required to verify a person�s identity Ensures that access to a veteran�s individual health information is granted only to the individual to whom the information pertains Every veteran requesting initial access must be verified or authenticated - It is imperative that as a program we make sure that we are striving at all times to protect a veteran�s personal information. This is particularly important when we are talking about electronic access to their medical information. - In-Person Authentication allows us to verify in person that we are only giving access to the individual for whom the data pertains. - We currently have about 75,000 veterans who have gone through IPA. - It is imperative that as a program we make sure that we are striving at all times to protect a veteran�s personal information. This is particularly important when we are talking about electronic access to their medical information. - In-Person Authentication allows us to verify in person that we are only giving access to the individual for whom the data pertains. - We currently have about 75,000 veterans who have gone through IPA.

8. In-Person Authentication (IPA) Training? HIM Chief or PO is responsible for training ROI or other staff assigned to do IPA Who performs IPA? ROI Clerks Administrative Staff at CBOC�s Volunteers Purpose? To assure that the correct veteran is given access to the right information

9. In-Person Authentication (IPA) Requires validation or heavy proofing Must be a registered My HealtheVet user Show one form of government ID or VIC card View MHV Orientation Video ( available on MHV website) Read & Sign MHV Participation Form (10-5345a-MHV) - A veteran wishing to be IPA�d must complete all of the prerequisites: They must first be a registered My HealtheVet user � in order for the authenticator to locate them within the Admin Portal. MHV registration is the processing of a user's request for an MHV account and creation of a username and password, after they have read and accepted MHV's Terms and Conditions. The main facility is responsible for maintaining the 5345a-MHV form. Then they must show one form of government issued photo ID (VIC card or driver�s license). Then they must indicate they have watched the My HealtheVet Orientation video � which is available for viewing on the My HealtheVet National website. Then they must read and sign the VA form 10-5345a-MHV Individuals Request to Receive Access to Personal Information Online. The form and video are both available on the MHV National Website and can be done prior to the veteran presenting themselves in person for authentication. - A veteran wishing to be IPA�d must complete all of the prerequisites: They must first be a registered My HealtheVet user � in order for the authenticator to locate them within the Admin Portal. MHV registration is the processing of a user's request for an MHV account and creation of a username and password, after they have read and accepted MHV's Terms and Conditions. The main facility is responsible for maintaining the 5345a-MHV form. Then they must show one form of government issued photo ID (VIC card or driver�s license). Then they must indicate they have watched the My HealtheVet Orientation video � which is available for viewing on the My HealtheVet National website. Then they must read and sign the VA form 10-5345a-MHV Individuals Request to Receive Access to Personal Information Online. The form and video are both available on the MHV National Website and can be done prior to the veteran presenting themselves in person for authentication.

10. In-Person Authentication (IPA) Note: only required initially, and once authenticated, the veteran has access to all information released via MHV. The IPA process may be performed at any facility, regardless of whether the Veteran is a patient at that facility. Note:The authentication process is only required initially, and once authenticated, the veteran has access to all information released via MHV, regardless of location. Note:The authentication process is only required initially, and once authenticated, the veteran has access to all information released via MHV, regardless of location.

11. Administrative Portal Administration Portal offers resources and services for implementation of the Personal Health Record (PHR) This portal has the following portlets: Manage User Roles (MUR) In-Person Authentication (IPA) Hold for Review

12. IPA Portlet The IPA portlet allows Authenticators to: Look up MHV users Save user information from a partial authentication session to be completed at a later date Retrieve user data from MHV Record prerequisite training and sign-off criteria Record that the authentication process is complete for a user Check for authentication status of a user Remove authentication designation from a user

13. Administrative Portal Home

14. Administrative Portal Here you can see the Administrative Portal� we are currently logged in and you can see in the red tabs that we have access to various portlets within the Admin Portal� but for IPA we will only use the Manage MHV Users tab�Here you can see the Administrative Portal� we are currently logged in and you can see in the red tabs that we have access to various portlets within the Admin Portal� but for IPA we will only use the Manage MHV Users tab�

15. Search MHV Users

16. Search MHV Users - Error

17. Search Results This screen shows a table containing a list of users matching the search criteria entered. Information in the table is sorted primarily by last name and secondarily by MHV User ID. But the data can be sorted by any of the columns by clicking on the header links. You may have several veterans with the same name and last 4 returned. You then ask the veteran for more information to ensure you select the appropriate veteran to authenticate. You can select a veterans who are not already authenticated or who have their authentication in process, clicking the user name link. Clicking this link will open the Authenticate User screen. Authentications that are �In Process�, will display the selections that were saved. Note - ROI Clerks cannot authenticate themselves. This screen shows a table containing a list of users matching the search criteria entered. Information in the table is sorted primarily by last name and secondarily by MHV User ID. But the data can be sorted by any of the columns by clicking on the header links. You can select a user who is not already authenticated or authentication is in process by clicking the user name link. This will open the Authenticate User screen. Note - ROI Clerks cannot authenticate themselves. This screen shows a table containing a list of users matching the search criteria entered. Information in the table is sorted primarily by last name and secondarily by MHV User ID. But the data can be sorted by any of the columns by clicking on the header links. You may have several veterans with the same name and last 4 returned. You then ask the veteran for more information to ensure you select the appropriate veteran to authenticate. You can select a veterans who are not already authenticated or who have their authentication in process, clicking the user name link. Clicking this link will open the Authenticate User screen. Authentications that are �In Process�, will display the selections that were saved. Note - ROI Clerks cannot authenticate themselves. This screen shows a table containing a list of users matching the search criteria entered. Information in the table is sorted primarily by last name and secondarily by MHV User ID. But the data can be sorted by any of the columns by clicking on the header links. You can select a user who is not already authenticated or authentication is in process by clicking the user name link. This will open the Authenticate User screen. Note - ROI Clerks cannot authenticate themselves.

18. Authenticate User This screen displays information about the selected user and it allows the ROI Clerk to record that the user has presented a government issued photo ID, watched the orientation video, completed the 10-5345a-MHV form, and is approved for release of personal health records. For the initial IPA process, a review for information sensitive to the veteran will not have to be performed. However, when future releases include progress notes and discharge summaries, some information may be forwarded to your facility provider to determine if the information can be released via MHV. We will conduct a separate training to familiarize you with that process as the release dates draw nearer. - If you are authenticating for more then one facility, for example you float between facilities, select the facility you are physically located at when doing the authentication. - Remember-the veteran must have a valid ID, have watched the orientation filmed and signed VA-form 10-5345a and all of those prerequisites must be checked before you can complete the authentication. -A normal path for ROI Clerks would be to select a user indicated that all prerequisite were met /approval authenticator and then click on authenticate user button. DELETED TEXT� about 5 different options� This screen displays information about the selected user and it allows the ROI Clerk to record that the user has presented a government issued photo ID, watched the orientation video, completed the 10-5345a-MHV form, and is approved for release of personal health records. For the initial IPA process, a review for information sensitive to the veteran will not have to be performed. However, when future releases include progress notes and discharge summaries, some information may be forwarded to your facility provider to determine if the information can be released via MHV. We will conduct a separate training to familiarize you with that process as the release dates draw nearer. - If you are authenticating for more then one facility, for example you float between facilities, select the facility you are physically located at when doing the authentication. - Remember-the veteran must have a valid ID, have watched the orientation filmed and signed VA-form 10-5345a and all of those prerequisites must be checked before you can complete the authentication. -A normal path for ROI Clerks would be to select a user indicated that all prerequisite were met /approval authenticator and then click on authenticate user button. DELETED TEXT� about 5 different options�

19. Authenticate User - Error If you forgot to check one of the prerequisites, didn�t select the correct facility or didn�t approve the authentication, you will receive a message asking you to re-check your information. The system will not allow you to go forward until all of the required fields are completed. If you forgot to check one of the prerequisites, didn�t select the correct facility or didn�t approve the authentication, you will receive a message asking you to re-check your information. The system will not allow you to go forward until all of the required fields are completed.

20. Delay Authentication Delay Authentication Occasionally you may want to delay authentication. You may have started the authentication process and the veteran is unable to proceed a proper ID, or he mentions that he hasn�t seen the orientation video. You can save the work you�ve completed and delay the rest of the authentication by selecting the reason for delay from the drop down menu provided. You can select: Pre-requisites incomplete, Checking PHR (personal health record) for hold Clinician consultation needed. The Checking PHR for hold and clinician consultation needed deal with information that may be sensitive to the veteran. As I mentioned earlier, this is not applicable currently but once progress notes and discharge summaries are released, you may occasionally hold authentication until your facility provided has reviewed information to determine if the information is sensitive to the veteran. Information sensitive to the veteran is defined, at a minimum, as all mental health information. However, you may work with your providers to determine whether if all mental health information should be refereed for review or if certain clinics would never be considered sensitive. If you have previously stated the IPA process and delayed and are now delaying again the reason that was previously saved will be shown. When you click the Delay Authentication button, an on-screen message will appear confirming that authentication has been deferred and that the settings for the user are saved and can be accessed at a later time to complete the authentication process. You cannot uncheck any of the boxed you have previously checked. For example, if you checked that all prereqs were compete and then realized that the veteran hadn�t completed one or more of the prerequisite, you cannot unselect that box. . In that case you would terminate the process Delay Authentication Occasionally you may want to delay authentication. You may have started the authentication process and the veteran is unable to proceed a proper ID, or he mentions that he hasn�t seen the orientation video. You can save the work you�ve completed and delay the rest of the authentication by selecting the reason for delay from the drop down menu provided. You can select: Pre-requisites incomplete, Checking PHR (personal health record) for hold Clinician consultation needed. The Checking PHR for hold and clinician consultation needed deal with information that may be sensitive to the veteran. As I mentioned earlier, this is not applicable currently but once progress notes and discharge summaries are released, you may occasionally hold authentication until your facility provided has reviewed information to determine if the information is sensitive to the veteran. Information sensitive to the veteran is defined, at a minimum, as all mental health information. However, you may work with your providers to determine whether if all mental health information should be refereed for review or if certain clinics would never be considered sensitive. If you have previously stated the IPA process and delayed and are now delaying again the reason that was previously saved will be shown. When you click the Delay Authentication button, an on-screen message will appear confirming that authentication has been deferred and that the settings for the user are saved and can be accessed at a later time to complete the authentication process. You cannot uncheck any of the boxed you have previously checked. For example, if you checked that all prereqs were compete and then realized that the veteran hadn�t completed one or more of the prerequisite, you cannot unselect that box. . In that case you would terminate the process

21. Successful Delay Authentication Once the IPA process has been delayed, you will see a screen similar to the above, with a message showing that the veterans IPA has been delayed. If the delay is due to the veteran not completing one or more of the prerequisite, then the veteran will be required to return to the ROI office to verify completion of the prereqs. If the delay is due to a facility hold, such as referring information to a provider for review, you may suggest that the veteran check his MHV account to determine if the delay has been lifted. Once the IPA process has been delayed, you will see a screen similar to the above, with a message showing that the veterans IPA has been delayed. If the delay is due to the veteran not completing one or more of the prerequisite, then the veteran will be required to return to the ROI office to verify completion of the prereqs. If the delay is due to a facility hold, such as referring information to a provider for review, you may suggest that the veteran check his MHV account to determine if the delay has been lifted.

22. Mistakes? What happens if a mistake is made during the authentication process? The process must be terminated and started again Once the authentication process has started and Authenticating facility has been selected, any of the prerequisites have been checked as completed, reason for delay has been selected, or approved for authentication has been checked, they cannot be deselected. If an error has been made in any of those areas, the authentication process must be terminated and started again. Once the authentication process has started and Authenticating facility has been selected, any of the prerequisites have been checked as completed, reason for delay has been selected, or approved for authentication has been checked, they cannot be deselected. If an error has been made in any of those areas, the authentication process must be terminated and started again.

23. Termination Authentication As mentioned previously, you may occasionally have to terminate the IPA process. You will click the terminate button on the record prier page As mentioned previously, you may occasionally have to terminate the IPA process. You will click the terminate button on the record prier page

24. Verify Termination Once you have selected the terminate authentication button you will see the above screen that will prompt you to verify that you actually want to terminate. If you clicked the terminate button in error, here you have the option to cancel. If you want to continue with the termination, you simply click continue terminationOnce you have selected the terminate authentication button you will see the above screen that will prompt you to verify that you actually want to terminate. If you clicked the terminate button in error, here you have the option to cancel. If you want to continue with the termination, you simply click continue termination

25. Successful Termination When you click continue termination, you will see this screen that shows you have termination of the IPA process was successful.When you click continue termination, you will see this screen that shows you have termination of the IPA process was successful.

26. Removal What if you�re unable to authenticate? If ROI or assigned staff is a Veteran, they cannot authenticate themselves Can you remove an authentication? Only in rare circumstances Must provide a reason for removal in admin portal If the MHV user selected from the list of users has the same first name and last name as the assigned staff, then the MHV user cannot be authenticated and the following message is displayed: �Cannot Authenticate. You cannot authenticate yourself. A different assigned staff must authenticate you.� Occasionally it may be necessary to remove the authentication of a veteran who has been previously authenticated. This option is only used in the rare circumstances when access to one veteran�s records has been given to the incorrect veteran. The ROI or other assigned staff specifies a reason for removing authentication and selects the appropriate reason to remove authentication for the MHV User. If the MHV user selected from the list of users has the same first name and last name as the assigned staff, then the MHV user cannot be authenticated and the following message is displayed: �Cannot Authenticate. You cannot authenticate yourself. A different assigned staff must authenticate you.� Occasionally it may be necessary to remove the authentication of a veteran who has been previously authenticated. This option is only used in the rare circumstances when access to one veteran�s records has been given to the incorrect veteran. The ROI or other assigned staff specifies a reason for removing authentication and selects the appropriate reason to remove authentication for the MHV User.

27. Remove Authentication There may be times when you have to remove the authentication of a veteran. This is a rare occurrence and generally happens when a veteran was granted access to another veteran information. Once you are notified that inappropriate access has been granted, you must immediately terminate authentication. You select the veteran whom you want to terminate authentication for and select the remove authentication tab.There may be times when you have to remove the authentication of a veteran. This is a rare occurrence and generally happens when a veteran was granted access to another veteran information. Once you are notified that inappropriate access has been granted, you must immediately terminate authentication. You select the veteran whom you want to terminate authentication for and select the remove authentication tab.

28. Verify Authentication Removal You will be prompted to make sure you want to remove authentication for the veteran.You will be prompted to make sure you want to remove authentication for the veteran.

29. Successful Removal Once you have verified that you want to remove authentication, you will be altered that removal of authentication has been completed Once you have verified that you want to remove authentication, you will be altered that removal of authentication has been completed

30. Batch Authentication - Search for Users In order to allow you to track and follow up on those veterans whose authentication process have been placed on hold, you can search by authentication status. To use this feature, from the IPA search MHV users screen, you select the pending authentication status. In order to allow you to track and follow up on those veterans whose authentication process have been placed on hold, you can search by authentication status. To use this feature, from the IPA search MHV users screen, you select the pending authentication status.

31. Remember to Log Out !!! As always, you will have the option to log-out of any of the screens in the top right hand corner.As always, you will have the option to log-out of any of the screens in the top right hand corner.

32. Possible Error Messages We have gone through all of the major screen you will be using during the IPA process. Now we�d like to show you a few on the errors you may see and how to resolve those errors. These are just examples of some of the errors you may see, but we wanted to give you a feel for what the error messages look like. When you receive an error message, you will not be able to move to the next screen until the error has been resolved. We have gone through all of the major screen you will be using during the IPA process. Now we�d like to show you a few on the errors you may see and how to resolve those errors. These are just examples of some of the errors you may see, but we wanted to give you a feel for what the error messages look like. When you receive an error message, you will not be able to move to the next screen until the error has been resolved.

33. In-Person Authentication There are currently about 75,000 IPA�d users. Allows for veterans to see prescription names, lab data, and appointment data. In the future it will allow for an additional 21 extracts as well as allow them to participate in Secure Messaging. At present we have more than 75,000 IPA users� great job everybody! We definitely owe all this to you� the POCs. The My HealtheVet Program Office is beginning to focus on IPA being offered at CBOCs� we have updated the CBOC Implementation Toolkit� which is available on the My HealtheVet Product website. And just FYI� IPA allows VA patients to view their prescription names within Rx Refill / History and Medications + Supplements; it also allows them to view their lab results within Chemistry / Hematology, and the ability to view their VA appointments. As we progressively move towards to full release of the PHR, VA patients will be able to view 21 additional extracts from the VA medical record, as well as participate in Secure Messaging with their healthcare team. So you see why IPA is so imperative� so important� so critical� Now let�s talk about successful practices� I believe we learn best by example� so today we have two POCs who have some great examples to share with you� At present we have more than 75,000 IPA users� great job everybody! We definitely owe all this to you� the POCs. The My HealtheVet Program Office is beginning to focus on IPA being offered at CBOCs� we have updated the CBOC Implementation Toolkit� which is available on the My HealtheVet Product website. And just FYI� IPA allows VA patients to view their prescription names within Rx Refill / History and Medications + Supplements; it also allows them to view their lab results within Chemistry / Hematology, and the ability to view their VA appointments. As we progressively move towards to full release of the PHR, VA patients will be able to view 21 additional extracts from the VA medical record, as well as participate in Secure Messaging with their healthcare team. So you see why IPA is so imperative� so important� so critical� Now let�s talk about successful practices� I believe we learn best by example� so today we have two POCs who have some great examples to share with you�

34. Now we are going to demonstrate how MHV and IPA process will impact release of information (ROI).

35. ROI Process Before IPA  Veteran must complete ROI form or submit a request in writing ROI clerk must review photo id or verify the veteran�s signature ROI clerk reviews the request to assure it is HIPAA compliant ROI clerk enters the request into the ROI software Overview: this scenario will focus on how IPA/MHV impacts the current processes and functions of release of information (ROI). Here we will demonstrate what happens when veteran calls the ROI office requesting copies of labs to be sent to his non-VA provider.Overview: this scenario will focus on how IPA/MHV impacts the current processes and functions of release of information (ROI). Here we will demonstrate what happens when veteran calls the ROI office requesting copies of labs to be sent to his non-VA provider.

36. ROI Process Before IPA ROI clerk must locate information requested in CPRS or paper chart ROI clerk completes the request in ROI software ROI clerk creates & prints a cover letter ROI clerk must verify address on request ROI clerk mails the request to veteran

37. ROI Current Process ROI clerk often has to call the veteran to clarify request or if request is not valid Veteran or requestor may not receive completed request Duplicate Requests Veterans sometimes request the same information multiple times. Receive phone calls from veterans to check on status of requests

38. ROI Current Process Request must be completed within 20 work days Privacy concerns ROI clerk has to ensure information is sent to the correct location ROI clerk has to assure that information is not misfiled in the electronic or paper chart Minimum necessary standard Disclosure restrictions, if applicable

39. Scenario #1 � Walk-in OIF/OEF Veteran comes into the ROI office to request a copy of her lab results.

40. ROI Clerk Can I help you? Are you enrolled in My Healthe Vet? Well, first you must be authenticated. Veteran Yes, I had labs drawn today and I would like to request a copy. Yes, but I didn�t know I could see my lab results. How do I do that?

41. ROI Clerk Have you viewed the orientation video? Yes. Now you�ll need to complete the 10-5345a MHV form and provide photo identification. Alright, that�s all you needed to do. Now I can grant you access to view your labs and scheduled appointments online. No, your labs will be available after a 7 day delay. This allows time for the test to be processed, entered into your electronic medical record and reviewed by your provider. Veteran Is that the one with Bo Derek? Here�s my ID. (Vet completes form) Will my labs be available immediately for me to view? Why do I have wait 7 days to see the results? Will someone call me to let me know my results are ready?

42. ROI Clerk No one will call you to notify you when the results are ready for viewing. You�ll need to remember to check online around 7 days after the test was taken. Currently you can only view lab results and appointments. But sometime in the near future you will be able to view other parts of your record and also send secure messages to your provider. My pleasure. If you have any questions, please contact the ROI office for assistance. Have a great day, and thank you for your service. . Veteran Wow, this is great! Now I don�t have to come into the ROI office every time I need copies of my labs. I can simply check online and see them. What will else will I be able to access online? Fantastic. This is amazing. It is going to save me so much time, and it will help me monitor my health care more closely! Thank you for your help.

43. Let�s Recap ROI process before IPA Vet must submit every request in writing ROI clerk must review, evaluate, and process each request in ROI software Request must be printed and mailed to veteran

44. Let�s Recap ROI process after IPA Veteran completes IPA requirements ROI clerk verifies completion of all requirements ROI clerk grants veteran access to online personal health record (PHR) Veteran now has 24/7 access to PHR

45. Benefits to Online PHR Allows for veterans to access their lab results and appointments at their convenience Allows veteran to easily share lab results with non-VA providers Encourages veterans to become more involved in their healthcare Eliminates the need for ROI to provide results to veterans Decrease the number of ROI requests Discuss the benefits of lab results becoming available online. Now veterans can easily view their results when they need/want to; they do not need to request in writing thru ROI a copy of the results whether they need it for personal use or to provide to a non-VA provider. This saves both the veteran and the ROI staff time. Having the results available online also allows for the veteran to become more active in their own health by monitoring their results. Healthcare has evolved over the past 20 years; it is becoming more customer focused and requires the patient to participate to assure that they are receiving the best care.Discuss the benefits of lab results becoming available online. Now veterans can easily view their results when they need/want to; they do not need to request in writing thru ROI a copy of the results whether they need it for personal use or to provide to a non-VA provider. This saves both the veteran and the ROI staff time. Having the results available online also allows for the veteran to become more active in their own health by monitoring their results. Healthcare has evolved over the past 20 years; it is becoming more customer focused and requires the patient to participate to assure that they are receiving the best care.

46. Is Your Facility Prepared for IPA? Determine best place to: View the Video Sign the form Increase flow of veterans Display handouts/promotional materials

47. Is Your Facility Prepared for IPA? Education and Training for ROI clerks Learn about My HealtheVet Complete all training provided about IPA Review and understand IPA Handbook Understand 7 day hold, initial sensitive record review and need for quarterly record reviews. Be Proactive �Seek out My HealtheVet POC or My HealtheVet Team

48. Best Practices Have combined ROI into the File Room allowing for 8 additional staff to assist with the My HealtheVet processing. Provided face to face training of all CBOC staff to process My HealtheVet IPA applications. Get Help! Volunteers, etc. Received a grant from Americorp for a full time person for one year to assist with My HealtheVet training through Volunteer Services.

49. Best Practices When veterans present in ROI for a request, encourage them to take advantage of My HealtheVet for future requests Encourage other frontline staff to promote CBOC IPA implementation guide available Contact the veteran to inform that the IPA was successfully completed and thank them for registering.

50. Best Practices Have dedicated space for veterans to register & view the video Display promotional material in prominent locations throughout facility Encourage veterans to let other veterans know of the process and who to contact.

51. What�s Coming Next? FY08 View Appointments Chemistry/Hematology Lab Results Secure Messaging Wellness Reminders CPRS Flag Notification

52. What�s Coming Next? FY09 Personal Health Record Extracts: Admissions Discharge Summary Allergies Co-Pay Balances Cytology, Microbiology, Microscopy, Pathology, Radiology Demographics ECG Immunizations Problem List Vitals Progress Notes Family Health History And more�.

53. CONTACT INFORMATION If you would like additional information on anything covered in today's class please contact us. Amarah Hicks (303) 399-8020 X2259 Marjorie Poulin (207) 621-4803

54. Questions /Comments? ? ?