A Strategic Approach to Patient EngagementOur Meaningful Use Journey •9/30/12: EMR go-live for...

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“A Strategic Approach to Patient Engagement”

A Complimentary Webinar From healthsystemCIO.com

Sponsored by RelayHealth

Your Line Will Be Silent Until Our Event Begins at 12:00 ET

Thank You!


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Housekeeping

• Moderator – Anthony Guerra, editor-in-chief, healthsystemCIO.com

• Ask A Question• We will be holding a Q&A session after the formal presentations. • You may submit your questions at any time by clicking on the QA panel located in the

lower right corner of your screen, type in your questions in the text field and hit send. Please keep the send to default as “All Panelists.”

• Download the Deck • Go to http://healthsystemcio.com/presentation/pearson-webinar.pdf• Shortened URL at bottom of all slides

• View the Archive• You will receive an email when our archive recording is ready. • Separate registration is required.

http://healthsystemcio.com/presentation/pearson-webinar.pdf


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Agenda — Approximately 45 Minutes

• 20-30 minutes: Jeff Pearson, VP/CIO, Trinity Mother Frances Hospitals and Clinics

• 5 minutes: A Word From Our Sponsor: Doug Biehn VP, Patient Engagement, RelayHealth

• 10-15 minutes: Q&A w/Jeff Pearson


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“A Strategic Approach to Patient Engagement”


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Who We Are

• Mother Frances Hospital: • Built in 1937 by Sisters of the Holy Family of the Nazareth

• Trinity Mother Frances Health System• Came together in 1995 when merged with Trinity Clinic

• Serves 1.2 million people in a 27-county area

• 4000+ employees; 700+ providers

• One integrated EMR since 2012


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Trinity Mother Frances• Mother Frances Hospital – Tyler

• 404-bed acute care facility that provides highly specialized services, including cardiovascular, critical care, emergency care and trauma, neurosciences and a Level III neonatal intensive care unit

• Louis and Peaches Owen Heart Hospital is the region’s first specialty heart hospital, a 72-bed addition opened in December 2012

• Tyler ContinueCARE Hospital is a 51-bed long-term acute care facility

• Two 25-bed Critical Access Hospitals• Mother Frances Hospital – Jacksonville• Mother Frances Hospital – Winnsboro

• Trinity Clinic • More than 350 healthcare providers representing 39 specialties in 36 clinic locations

• Trinity Mother Frances Rehabilitation Hospital• 74-bed freestanding rehabilitation hospital affiliated with HEALTHSOUTH


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Patient Engagement

“As we talk to our members, it’s clear that organizations know patient engagement is an important driver of health system performance, but it’s not easy to get it right. It requires making yourself a part of the day-to-day lives of your patients, even when they’re not within your walls.

To put it more simply, patient engagement means your patients are partners in their care — they ask questions, and they know what they need to do to successfully manage their chronic conditions.”

- Megan Clark, Health Care Advisory Board, “The Top Questions on Patient Engagement”


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Leveraging Technology

Advisory Board Company, “Competing on Patient Engagement”


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Meaningful Use Requirements

• Stage 1: Electronic Copy of Health Information

• “Stage 1.5” (2014): • View Download & Transmit (Measure 1 only)

• 50+% of patients seen (EP) or patients discharged (EH) are provided timely online access to their health information


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Meaningful Use Requirements

• Stage 2: • View Download & Transmit (Expanded)


• 5+% of patients seen (EP) or patients discharged (EH) actually view/download/transmit

• Secure Messaging (EPs only)• 5+% of patients actually send a secure message using EMR’s messaging function

• Patient Reminders (EPs only)• 10+% of unique patients seen are sent a reminder for preventive/follow-up care


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Our Meaningful Use Journey

• 9/30/12: EMR go-live for Revenue Cycle and all Ambulatory Clinics

• 10/2 – 12/31/12: 90 day attestation for 2012 program year (EP Stage 1 Y1)• 86% of EPs successfully met Meaningful Use with virtually no ramp-up

• 12/8/12 & 3/23/13: EMR go-lives for CPOE/ClinDoc/Pharmacy/EDs

• 3/26/13 – 6/23/13: 90 day attestation for EH Stage 1 Y1

• 1/1/13 – 12/31/14: 1 year attestation for EP Stage 1 Y2 (2013 program year)

• 4/1/14 – 6/30/14: 90ish day attestation for EH Stage 1 Y2 and EP Stage 2 Y1


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Our Patient Portal Journey

• Sept 2012: Patient Portal (“MyChart”) went live• Adding features incrementally = more digestible for patients and our team

• Features at go-live: Ambulatory patients can view lab results, view after-visit summaries, schedule appointments, request Rx refills, and send secure messages to providers

• Able to use from website or from iOS or Android apps

• Dec 2012: Turned on e-visits for a single Family Practice clinic for three visit types

• Feb 2014: Turned on access to Inpatient and ED records (post-discharge)• In preparation for EH “Stage 1.5” requirements

• Discharged patient can view Inpatient labs, after-visit summaries

• Jun 2014: Added radiology reports and scheduling of screening mammograms


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Our Patient Portal Journey – “Coming Soon”

• Aug 2014: Activating patient online bill pay• Flyer in patient statements to encourage signing up for paperless billing

• Nov 2014: EMR Upgrade• More patient data entry: enter own histories, allergies, med reconciliation

• Patients can complete pre-visit questionnaires

• Integration with personal health monitors (FitBit, Whitings)


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Tactics for High Activation Rates

• Set a vision• Executive support of patient portal as competitive differentiator

• Build into Workflow• During rooming, nurses see if patient doesn’t have MyChart account and can facilitate activation

• Provider’s MU dashboard shows if patient has account

• Staff engagement• Reinforce – standing topic at every monthly User Group Meeting

• Encourage employee use of MyChart

• Patient Support• Outsourced patient help line: about 600 calls/month

• Customer service option on portal: about 30 messages/week


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Tactics (continued)

• Advertising• TV/Radio/Billboard/Print

• Waiting room TV ads

• Posters and brochures

• Incorporate into broader branding messages

• Social media / Word of mouth

• Sample ads:• External ad:

https://www.youtube.com/watch?v=JzEu82rpqqM

• Internal (Waiting Room TVs):https://www.youtube.com/watch?v=dzJ8k2WtIzI

https://www.youtube.com/watch?v=JzEu82rpqqM

https://www.youtube.com/watch?v=dzJ8k2WtIzI


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• XXXX

• XXXX

• XXXX


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Patient Portal Demographics

0-17 18-39 40-59 60-79 80-99 100+

15.4%

21.4%

28.9%30.4%

16.7%

11.4%

MYCHART PENETRATION

13.3%

21.9%

29.0%

31.1%

4.6%

0.0%

% of Activated

0-17 18-39 40-59 60-79 80-99 100+


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Leveraging Patient Surveys

• Began patient survey calls in January 2014• Called 100% of new patients in Primary Care and several high-volume

specialties – contact rate of 45%

• 10-12 staff calling from 8am to 8pm

• 350-400 patients contacted per week

• Intent of calls• Thank patient for visit

• Assess patient satisfaction

• Assess patient experience at point of service

• Assist with portal access


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Leveraging Patient Surveys

• Assistance with Portal Access• Walk patient through screens

• Assign new authorization code if needed

• Encourage use of prescription refills,appointment scheduling, and sendingphysician messages

• Gave us insights into effectiveness ofeach clinic’s activation efforts


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Meaningful Use - Revisited

• Stage 2: • View Download & Transmit (Expanded)


• 5+% of patients seen (EP) or patients discharged (EH) actually view/download/transmit

• Secure Messaging (EPs only)• 5+% of patients actually send a secure message using EMR’s messaging function

• Patient Reminders (EPs only)• 10+% of unique patients seen are sent a reminder for preventive/follow-up care


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How Did We Get There?

• Addressing concerns about efficiency impact of patient messaging

• Monitoring• Visibility into reports of Inbasket messages not being handled

• Operations has incorporated into Quality Committee meetings

• Benefiting from “Halo” effect

• Generating patient reminders during attestation period• Colonoscopies, mammographies, and “summer safety tips”

Information &

Patient Engagement

Doug Biehn Vice President, Patient Engagement

Patient engagement is not

possible without information.

Role of Interoperability

*KLAS Patient Portals – On Track for Meaningful Use – 2013.

84% of Health Systems site EMR

integration as their main portal

selection criteria

11% are pulling information from multiple EMRs into their portal

Only…

Providers per Patient

Source: Practice Fusion Research

Technology Landscape

Patient Generated Information

Source: Frost & Sullivan

Patient Engagement Solutions

Portal Hub Digital Marketplace

Trusted Source

Thank You

Doug [email protected]


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Q&A

Click on the Q&A panel located in the lower right corner of your screen, type in your questions in the text field and hit send. Please keep the

send to default as “All Panelists.”


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Thank You!

• You will receive an email when our archive recording is ready. (Separate registration is required)

• Thanks to our sponsor: RelayHealth!

• CHIME CHCIO Credits – Attending our Webinars = 1 CEU

• Questions/Comments – Anthony Guerra [email protected]

Go to www.healthsystemCIO.com/webinars to view our upcoming schedule and see the last 12 months of archived events.

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A Strategic Approach to Patient EngagementOur Meaningful Use Journey •9/30/12: EMR go-live for...

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