Portal and patient engagement

1. Portal and patient engagement Presented by: HCN Clinical Operations Team

2. Table of Contents

3. 5 reasons to have & use the Patient portal • Less phone calls received / Less paper messages • Provides an additional way of communication for the patient. • Patient can register and complete health questionnaires online prior to appointment. • Easy access to their clinical information • Requirement for Meaningful Use

4. Sample Portal Website

5. Sample Portal Website

6. Portal 101 Getting started

7. Providing Patent PIN Letter From PI Screen: • Click on Reports from the menu screen. • Select Letters/Labels • Select Patient Portal Letter • Select Run and View/Print the letter

8. Sample PIN Portal Letter

9. Register on Portal • Select Register at the Top of the Screen • Create a login ID and Password (6-15 characters long) • Assign challenge questions/answers

10. Verify patient identity • Select the “I have seen physician before” option • Input PIN# provided on the PIN Letter. • Click on Verify

11. New Patient enrollment Patients have the ability to register to become a patient of your Center.

12. CORE MEASURE 7: Patient ELECTRONIC ACCESS

13. My Medical Summary Once verified, patient now has access to view their clinical information. • Required fields to display are: • Allergies, • Lab Results, • Plan of Care • Problems, • Procedures, • Social History, • Vital Signs, • Chart Summary • Chart Access History Satisfies Meaningful Use CORE MEASURE 7: Patient Electronic Access

14. Chart Summary • From this tab, patients can: • View a complete report of their medical summary, • Download the summary to their computer • Send it as an attachment (PDF & XML)

15. Online Patient Services • Provides a channel for patients to communicate with the Center: All of these options, sends a message to the delegate folders in Secure Messaging. (Must use Sage Payment Solutions for this option)

16. Online Patient forms

17. Pre-visit medical history questionnaire 1. Patient clicks on Medical History Questionnaire 2. Patient completes Medical History Questionnaire 3. Patient is provided a report and submits to Center.

18. Pre-visit medical history questionnaire 1. Patient clicks on Medical History Questionnaire

19. Using Secure Message • From POMIS: • Communication • Secure Messaging • Delegate Login • From EHR: • From My Day, click on the Secure Message icon • Delegate Login It is very important to make sure the User logs in as the Delegate since they will not see any email messages on the initial inbox since it’s the personal inbox of the user!

20. Responding to Emails • All received messages should be replied with. • Click on Send, once ready to submit a response. • Check [cc chart] to save a copy of the message in Chart

21. Working Communications Click the Action button to each email. • If an Appointment request is received, the Action option will be Make Appointment • If a Patient Registration request is received, the Action option will be Register • If a document has been sent to the clinic, the Action option will be Save to Chart

22. Move to completed box Best Practice to save all messages in a folder so that no one is working the task twice.

23. Viewing Secure Messages in Chart POMIS: From the PI screen, expand the Other category Click on Secure Messages Secure Messages will display

24. Viewing Secure Messages in Chart IEHR: From My Day, click on the Sec Msg Chart list option Work messages.

25. Generate and Send Clinical Summary Provider’s best practice • Once the patient encounter note is completed, and you are ready to generate and send the visit summary via the patient portal, click ‘Sign’ • Verify ‘Exchange Document’ is checked and ‘Open Generate Dialog’ is selected from the drop down option • Select the following: • To: Patient • What: Clinical Summary • Include: De-Select any data that may be harmful for the patient • Click ‘Send’

26. Generate and print Clinical Summary Clinical support staff’s best practice Once an encounter note has been created, the ‘Print Summary’ option will appear on the top right corner in the patient’s summary page. When the provider has completed the necessary information and you are ready to generate the summary: Click ‘Print Summary’ Select ‘Send Summary’

27. Generate and print Clinical Summary Clinical support staff’s best practice The Secure Messaging window will display. Edit the body of the message. Click on ‘Send’

28. Sending documents to patients • From IEHR, you can send documents to the patient via Secure Messaging. • EX: • No show letters • Follow up letters • Patient correspondence

29. Patient Engagement: Engaging your patients to the portal

30. Patient Engagement • Empower your patients! • Providers can advocate for patient registrations • Continuous talk about portal • Change your hold music and add an educational message introducing the Practice Portal • Create a task team! • Run the Practice Portal Report based on appointment dates • Speak to patients about the Portal during waiting time • Create an incentive program • Run a Promotions campaign

31. Patient Portal report

32. Questions? Open forum discussion on Practice Portal

33. THANK YOU FOR ATTENDING!