Enabling a Medical Home

With a Patient Communication

StrategyJeanette Christopher

Northwest Primary Care Group, P.C.

Learning Objectives

• Identify and apply an adaptable strategy to support collaboration for a patient-centered medical home

• Assess your practice’s need for a patient portal system

• Determine best practices for meaningful use stage two patient engagement

What is a Practice Portal?

• Practice Portals can drive patient engagement and self-service for increased patient satisfaction and practice efficiency.

• By giving patients real-time, self-service access to their medical information, a practice can boost efficiencies, reduce costs and improve patient care.

Background• Jeanette Christopher, Information Systems Team

Leader• 30+ years at Northwest Primary Care• 3 full-time staff in IS department• Chaired technology division of Electronic Health

Record implementation, 2006• Member of the NWPC Privacy & Security Incidence

Response Team (PSIRT)• Vitera Strategic Advisory Council Member,

Customer Panel Speaker/Annual Conference

Northwest Primary Care Group, P.C.• 27 Primary Care Medical Home• Internal Laboratory & Radiology• 8 Locations near Portland,

Oregon• 25,000+ Active Patients--

appointment in last 18 months• 3,000+ patients enrolled in the

Vitera Practice Portal, 13%• 25 years High Risk Medicare

Advantage Plan participation

Northwest Primary Care Group, P.C.• Internal Referral Management, Case Management &

Claims Adjudication• Implemented EHR in 2006 with full-time Data Analyst• Oregon State Tier 3 PCPCMH• OHSU TOPMED• Coordinate Primary Care Initiative• Meaningful Use Stage 1 in first year 2011• Physician Quality Reporting Initiative

Triple AIM

EHR solution was implemented, NWPC had the tools in place to address Triple AIM

• Improve Patient Experience • Improve Health of

Population• Reduce Cost of

Healthcare

Meaningful Use Stage 1• Core Objectives

• 12--Practice Portal allows us to give our patients an electronic copy of their health record

• 13--Practice Portal allows our patients to go on-line and obtain a clinical summary of their visit

• Menu Objectives • 4--Practice Portal is utilized by our staff to remind patients

of necessary follow-up care• 8--Practice Portal is utilized by our staff to send medical

records to referral providers for seamless transition of care

Meaningful Use Stage 2• Core Objectives

• 7--With Practice Portal, our patients can obtain their health information online

• 8--Our patients can receive their Clinical Summaries online for each office visit

• 15--Practice Portal is utilized by our staff to send medical records to referral providers for seamless transition of care

• 17--NWPC communicates with our Practice Portal patients securely online for health care related topics

Vision for Triple AIM with our Practice Portal

Enabling a Communication Strategy with our patients through the Practice Portal will result in Triple AIM

Why do I need a Practice Portal?

• Secure Connection for Patients to utilize services• Secure Connection to Referring Specialists• Patients expect a Secure Connection• Reduces phone calls, reduces time and expense of

staff

Implementing a Practice Portal

• Selection Process• EHR Integration• Requirements of a Practice

Portal• Workflow and Decisions –

Team Approach • Website Integration• Finding Value in a Practice

Portal for Providers, Staff and Patients

Implementing a Practice Portal, cont.• Support, Internal and External• Educating Providers, Patients, Staff• Enrollment, Stay Focused and Report Regularly• Obstacles, Staff Knowledge• Key Points, Keep it simple and go slow• Embrace a Portal• Go Live Day• Enrolling our first Practice Portal patient

Day-to-Day workflow

• Providers• Nursing Staff• High Value Medical Home• Care Coordinators

Day-to-Day workflow

• Advice Line• Scheduling • Pharmacy• Information Systems

Best Practices for Patient Engagement• Internal Staff

• Providers• Front Desk Staff• Contests• Instant Enrollment

• Marketing• Website• Brochures

Future

• Care Condition Roles – Patients self-enroll to receive education based on care condition

• Currently enrolling an average of 40 patients a week

• E-visits

Summary• Why

• Patient engagement• Selection

• Integration• Implementation

• All departments on topic• Workflow

• Re-Group after implementation• Support

Questions?

Contact Info

Jeanette Christopher

Northwest Primary Care Group, P.C.

Jeanette.christopher@nwpc.com

503.353.1203

www.nwpc.com