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Operational Effectiveness with My HealtheVet

Reason for Improvement. Volume of calls related to prescription refillsAccess to careCase manager follow upVeteran anecdotal reports. Assumptions. Improve operational effectiveness, cost effectiveness and enhanced customer satisfaction with utilization of My HealtheVet (MHV). What Will Rx Refill Functionality of My HeatheVet do for Operational Effectiveness?.

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Operational Effectiveness with My HealtheVet

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    1. Operational Effectiveness with My HealtheVet VA Ann Arbor Healthcare System Micki H. Wheaton, M.S.N., R.N. Denise Ramsey, M.S.N., R.N.

    2. Reason for Improvement Volume of calls related to prescription refills Access to care Case manager follow up Veteran anecdotal reports

    3. Assumptions Improve operational effectiveness, cost effectiveness and enhanced customer satisfaction with utilization of My HealtheVet (MHV)

    4. What Will Rx Refill Functionality of My HeatheVet do for Operational Effectiveness? Improve veteran satisfaction Improve access to care Enhance veterans knowledge Improve cost effectiveness Improve staff efficiencies in pharmacy Improve staff efficiencies in case management

    5. Key Drivers Satisfaction Quality Access Cost

    6. Actions Formed interdisciplinary team: Nursing, Pharmacy, Patient Advocate Promoted time spent now would yield positive outcomes Developed action plans Increased awareness of Rx refill functionality Face to face meetings/Inservicing Communicate/Advertise Develop stand alone tools Posters, flyers, bulletin board Developed scripting and tracking tools Phone calls, Walk-ins, patient complaints Increased accessibility of MHV Rx refill information ‘Take-Away’ brochures/literature Referrals to PHE library Phone follow up or mail outs

    7. Action Plans Case Managers: Collect data Provide MHV ‘Take-Away’ literature Refer to PHE library, phone and/or mail follow up Pharmacy: Track enrollment Provide MHV ‘Take-Away’ literature Refer to PHE library, phone and/or mail follow up Add MHV Rx refill information to package inserts or attach Trend outcomes Patient Advocate: Walk-ins Phone Referral Provide MHV ‘Take-Away’ literature

    8. Action Plans MHV POC: Round on team weekly Review data Track outcomes Track enrollment post consult/intervention Track volume of phone calls r/t refills Follow up Train, communicate and support veteran with registration process Support veteran with training and offerings of basic computer skills courses Employ a variety of marketing strategies Presentations: VFW, VAVS, etc.

    9. Findings/Outcomes Patients utilizing My HealtheVet (MHV) for prescription refills were tracked from September 2005 through December 2006. During this time frame 5,847 patients utilized MHV for their prescription refills.

    10. Findings/Outcomes Case managers completed MHV tracking tools:

    11. Findings/Outcomes, cont. Pharmacy trended data on the number of patients per week that were utilizing MHV for prescription refills.

    12. Findings/Outcomes, cont. Facility registrations to MHV increased incrementally by 51% during this time period, moving VISN 11 from a national placement of 11th, to 7th in number of new registrants, to My HealtheVet.

    13. Findings/Outcomes, cont.

    14. Summary Improved operational effectiveness Phone calls r/t Rx refills decreased Enhanced communication Access to care Cost effective: Stock-piling and/or wastage decreased Processing only those medication refills needing refilled Co-pay for only those medications needing refilled Enhanced customer satisfaction AEB: Testimonials from veterans Felt more in control and pleased with ability to self-manage. Stock-piling decreased and/or eliminated. Co-pay for only those meds that they actually use and/or need. Report more knowledgeable about their medications

    15. Operational Effectiveness with My HealtheVet Questions?

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