9.8 - Manage Chronic Conditions in a Virtual Practice

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Leisa Norman, RD, LD, Sr Manager, Implementation

Joy Snyder, Clinical Product Manager, CHC, Primary Care, Pediatrics

Sept 8, 2020

How to manage chronic conditions in a virtual practiceOhio Associate CHC User Group Meeting 2020

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Agenda

Introductions

Patient Engagement Market Drivers

Challenges Today

Our Strategic Imperatives

How We Help Patient Engagement

Integrated Virtual Visits Best Practices

How the New Platform Can Help


Leisa Norman, RD, LDSenior Manager, Implementations


Joy SnyderClinical Product Manager, Primary Care, CHC, Pediatrics



Importance of patient acquisition and retention due to intensified competition

Patients as payers

Digital health & tech utilization

Pressure to manage chronic conditions and focus on wellness

Shift towards touchless care and focus on safety

81%of Americans own a

smartphone1

90%of nations $3.5 trillion

annual healthcare costs are for patients with

chronic and/or mental conditions2

2.www.cdc.gov/chronicdisease/about/costs/index.htm

1. www.pewinternet.org/fact-sheet/mobile/2019


Technology Use: Who drives the 81 Percent?

Confidential—For Use By Authorized Parties Only. Do Not Distribute.

2x as likely as baby boomers to forego medical care because of cost

love social media but also use friends for credible advice

Millennials Health and Healthcare Interactions

Compared with Gen Xers at the same age, older millennials had a significantly higher incidence of several chronic conditions: Type 2 diabetes, hypertension and major depression

More chronic conditions

experiencing higher rates of accidents and suicides than Gen Xers did when they were the same age

More Accidents

sicker than earlier generations at the same age

Sicker

advisory.com/daily-briefing/2020/01/17/milennials-weekly-line

Millennials seek:• convenient alternatives to a

traditional primary care physician• care for episodic illnesses and

injuries rather than chronic care


What Consumers Want

• Want to know what to expect

• Convenience, access and cost-transparency

• To schedule appointments, email physicians, renew prescriptions and pay bills

• Patients “overwhelmingly” believe a partnership with their clinical team is critical to maintaining and improving health.

Advisory Board. Chilmark Research, Society for Participatory Medicine survey, Accenture


Consumersincreasingly choose medical providers who offer digital capabilities

Accenture 2019 Digital Health Consumer Survey

https://www.accenture.com/us-en/insights/health/todays-consumers-reveal-future-healthcare

70% Providers that offers reminders for follow-up care (email or text)

49%

More likely to choose

Providers that offers video visits

13%Both increased when compared to 2016


Challenges faced by healthcare delivery organizations and their staff


Why Do Patients Miss Appointments?

Data courtesy MGMA – August 2017

Incorrectly noted the appointment time

60%

50%

40%

30%

20%

10%

0

Forgot to attend or cancel the appointment

Other issues including traffic, work, and other

conflicts

52%

29%24%



Market Problems to Solve

3 Omnichannel Communication (includingnon-login communications)

4 Virtual Care Access

5 Highly Coordinated Care

1 Easy Access to Records/Data

2 Frictionless Access to Care and Providers


How we help engage patients today


NextGen® PatientSelf-Scheduling

Reminders & notifications

VisitManagement

NextGen® PreCheck

NextGen® Pay

Patient forms

Pre-visit Visit

NextGen Virtual VisitsTM

In-office visits

Post-visit

NextGen® Pay

HealthManagement

NextGen® Patient PortalPrescription renewals

Secure messagingHealth records

NextGen® Patient Experience Platform


Visit Management

NextGen® Patient Self-Scheduling:• Enable patients to manage appointments, 24/7

• Send and track appointment reminders

• Maintain unique schedule templates with automated rules-based scheduling

Reminders and notifications: • Reduce no-shows with appointment reminders—SMS and email

• Filter according to provider, location, appointment, and status

• Keep patients updated with automated health notifications

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Pre-visit

NextGen® PreCheck:• Enable patients to complete registration, submit insurance

card and other information

• Offer the convenience of online payment

• Offer directions to your practice with one click

• Review tasks completed by patients

Patient forms:• Patients complete registration and

update health history before visit

• Capture patient data and attach it as a PDF to the patient’s chart


Visit

In-office visit:

• Patients can have in-office visits as they normally would

NextGen Virtual Visits™: • Expand access to care with integrated virtual visits, with their

preferred provider, on any device

• Share screens and documents during virtual visits

• Connect with other services, specialists

• Enable staff to perform pre-visit tasks during virtual visits

• Customize email and text reminders

Virtual visit photo

• Expand access to care; enhance chronic care management

• Refill medications, review lab results, x-rays, and ultrasounds


Health Management

Patient Portal enables the online interactions that patients want with their providersPrescription renewals:

• Enable patients to request renewals and discounts

Secure messaging:

• Choose result types and chart documents to send; define abnormality rules for each type

• Notify patients once normal results are signed

• Count provider-sent messaging toward the Meaningful Use Measure

Health records:

• Enable patients to view healthcare information and share records with current providers

Patients can message with provider:• View appointments, lab results,

and answers to health questions • Contact their provider, when they want,

from any device


Provides the interaction patients want with providers

Mobile and desktop

Secure Messaging

Scheduling / Appointments

View Health Record

Provide Information/Forms

Pay Bills

Renew Medications

Patient Education

Health Management

Live chat for tech support

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Add digital platform capabilities to your website


Integrated Virtual Visits Best Practices


Best Practices for an Integrated Virtual Visits Solution: Scheduling

Schedule in PM

Schedule a virtual visit in your practice management system as you would an in-office visit (no duplication of scheduling)

Clearly label your virtual visit event type.

Prepare the patient for what to expect based on the visit

Send Link based on

data in PM

Send automatically generated appointment reminder emails and SMS notifications This will include the visit link

Confirm the email or mobile phone number – this is how the link will be sent to the patient

Best Practices


Best Practices for an Integrated Virtual Visits Solution

Receive notification in EHR/PM

Receive notifications in your EHR/PM when the patient is ready to see you

Be considerate of patients waiting to be seen and identify strategies

Receive info & document

in EHR

Receive information such as, visit duration, intake responses and consent, back to the patient’s chart and handle documentation as you normally would

Review patient's medical history, diagnoses, medications, laboratory and test results treatment plans etc.

Leverage EHR capabilities (shortcuts, dictation, templates)

Best Practices


On-Demand Integrated Visits• After-hours call transition• Integrated into EHR/PM

Hub and Spoke Functionality• Key for FQHCs/CHCs

• Medicare originating sites

• Mobile health services

• In-home care

Clinical Administrator Workflow• Verify insurance information• Intake reviews• Schedule follow-up appointments

Customizable Patient Communication• Patient email + text• Control frequency of outreach and reminders• Campaign-driven outreach

Payment Flow• Collect patient payment• Integrated with common payment processors

In-Visit Features• Screen share• Pass documents• Messaging

2019 NextGen Virtual VisitsTM Features

Optimize virtual visits into the practice workflow


2020 NEW FEATURES

New features launched addressing languages, literacy and care

Interpretive Services• Integrates with audio interpretive

services into your visit

3rd Party Add• Patients can add a guest to their visit• Automated communication with guest

Pre-visit Requirement Workflow• Simplified consent workflow• Additional intake question

functionality (self-reported vitals via Instant Medical History)

Still Image Capture• Patients can upload and share

images during the intake process• images automatically attach to PDF

summary in your EHR


Quote- Dr. Steven Schwartz, Potomac Physicians Associates, Inc


c

Virtual Visits Best Practices: Chronic Conditions Documentation

Launch Chronic Conditions template Intake and SOAP


Chronic Conditions Template


DEMO


Next Steps1. Using NextGen Virtual Visits today? Contact your Account team to ensure

that you are on upgrade path to be able to utilize the new features. Check with your account manager today for dates.

2. Want to learn more? Contact your account executive and schedule a demo of the patient experience platform including virtual visits.

3. If you would like to learn more. Contact Judy Cohen.


Thank You!

Confidential – Proprietary Information – For Internal Use By Authorized Company Clients And Partners Only. Do Not Distribute.


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By retaining or using this document, you represent that you are a party who is authorized to use this document under one or moreagreements between you and Company now in force, and that you will use this document and the information it contains solely as and to the extent such agreement(s) permit. If there is no agreement in place between the parties, you represent that you are the intended recipient of this document and that you will at a minimum, hold any confidential or proprietary information it contains to the same standards you would hold information from your own organization. Any other use or distribution of the contents of this document, as a whole or in any part, is prohibited.

Although we exercised great care in creating this publication, Company assumes no responsibility for errors or omissions that may appear in this publication and reserves the right to change this publication at any time without notice.

© 2020 NXGN Management, LLC. All Rights Reserved.

The registered trademarks listed at www.nextgen.com/legal-notice are the registered trademarks of NXGN Management, LLC. All other names and marks are the property of their respective owners.

Our issued and published patents can be found at www.nextgen.com/legal-notice.

9.8 - Manage Chronic Conditions in a Virtual Practice

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