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Patient engagement in a world of mobile technology

Patient engagement in a world of mobile technology. R. Henry Capps Jr., MD, FAAFP, senior VP of physician services & CMIO of medical group Novant Health Keith Griffin, MD, CMIO of medical group

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Patient engagement in a world of mobile technology

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  1. Patient engagement in a world of mobile technology R. Henry Capps Jr., MD, FAAFP, senior VP of physician services & CMIO of medical group Novant Health Keith Griffin, MD, CMIO of medical group Novant Health Making Healthcare Remarkable

  2. FPO Novant Health • Bringing together world-class technology and clinicians to provide care that works with patients’ schedules, preferences and needs. Creating a healthcare experience that is simpler, more convenient and more affordable, so that our patients can focus on what really matters: • getting better and staying healthy.

  3. Ambulatory EHR Implementation • 400 clinics live on EHR • Converted 28 legacy EHR systems • Original rollout plan of 5 years but completed in 2 years • 15 percent under capital budget • HIMSS Stage 7 Ambulatory Award

  4. Using technology

  5. To engage patients in bold and innovative ways

  6. The old patient experience • Not feeling right • Schedule first available appointment in 2 weeks • Begin to feel worse • ER • Hypertensive emergency • Home • Follow up if I remember FOOTER AREA

  7. The new patient experience • Not feeling right • Schedule online appointment with PCP same day • Hypertension • Send vitals through MyNovant to track results of new medication • Send email to your doctor with a question • Video visit follow-up • Establish personalized wellness program FOOTER AREA

  8. Novant HealthMaking healthcare remarkable • Patient engagement philosophy Empowerment Simplicity Convenience

  9. We made MyNovant part of the DNA of our EHR rollout

  10. MyNovant More than 300,000 registered MyNovant users

  11. 51,000

  12. Incoming patient emails through MyNovant each month

  13. 3 million

  14. Results released through MyNovant in last year

  15. 9 million

  16. Dollars saved by releasing results through MyNovant in last year

  17. 25,579

  18. Appointments made online in twelve months

  19. 486,001

  20. Dollars saved from appointments made online in last twelve months

  21. 95

  22. Percent of appointments that were made online were completed

  23. 20,639

  24. Mobile app users

  25. 579

  26. Number of e-visits completed in the first 5 months

  27. 1.3 million

  28. Dollars collected in first 4 months of MyNovant online bill pay

  29. 12

  30. MyNovant patients over the age of 100

  31. Patient engagement tools FPO

  32. MyNovant:Enhanced patient portal

  33. MyNovant:Enhanced patient portal

  34. Open scheduling New patients are able to directly schedule an appointment online with all primary care providers who are accepting new patients

  35. Integrated and automated health reminders Patients receive personalized reminders about needed care ranging from routine preventive care to disease based population health recommendations

  36. Preregistration • Patients are able to preregister for appointments at physician clinics as well as hospitals visits or procedures

  37. MyNovant:E-visit • E-visits are available for patients suffering from: • Sinus problems • Red eye • Diarrhea • Cough • Vaginal discharge • Urinary issues • Evidence-based • Integrated patient education

  38. MyNovant:Video visits • Novant Health launched virtual venues of care in primary care offices for appropriate office visits

  39. MyNovant:Online bill pay • Allows patients to: • See account details • View last payment • View outstanding balance • Pay medical bills

  40. MyNovant:Mobile app • Patients are able to view test results, send a message to their provider, schedule an appointment, refill prescriptions, view health reminders, access their health summary and pay their medical bills through the mobile app

  41. MyNovant:Customer service request • Allows patients to submit a: • Billing, account or benefits issue • Claims issue • Compliment/complaint • Website issue

  42. Online chat • We have had tremendous success around the online chat feature that provides patients an easy outlet for customer service and billing questions

  43. Lessons learned • Ensure patient engagement tools and messages to patients are simple • Make MyNovant part of the organizational culture • Start with full functionality and add enhancements as you go

  44. What’s next? • Continue to increase adoption • Choices and Champions • eCheck-in • Mobile video visits • Group video visits FOOTER AREA

  45. Let’s chat

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