Patient engagement in a world of mobile technology Making Healthcare Remarkable R. Henry Capps Jr.,...
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Transcript of Patient engagement in a world of mobile technology Making Healthcare Remarkable R. Henry Capps Jr.,...
Patient engagement in a world of mobile technology
Making Healthcare Remarkable
R. Henry Capps Jr., MD, FAAFP, senior VP of physician services & CMIO of medical group Novant Health
Keith Griffin, MD, CMIO of medical groupNovant Health
Novant Health
FPO
Bringing together world-class technology and clinicians to provide care that works with patients’ schedules, preferences and needs. Creating a healthcare experience that is simpler, more convenient and more affordable, so that our patients can focus on what really matters:
getting better and staying healthy.
Click icon to add picture
Ambulatory EHR Implementation
400 clinics live on EHR
Converted 28 legacy EHR systems
Original rollout plan of 5 years but completed in 2 years
15 percent under capital budget
HIMSS Stage 7 Ambulatory Award
Using technology
To engage patients in bold and innovative ways
Not feeling right Schedule first available appointment in 2 weeks Begin to feel worse ER Hypertensive emergency Home Follow up if I remember
FOOTER AREA
The old patient experience
Not feeling right Schedule online appointment with PCP same day Hypertension Send vitals through MyNovant to track results of new medication Send email to your doctor with a question Video visit follow-up Establish personalized wellness program
FOOTER AREA
The new patient experience
Patient engagement philosophy
Novant HealthMaking healthcare remarkable
Empowerment
Simplicity
Convenience
We made MyNovant part of the DNA of our EHR rollout
MyNovant
More than 300,000 registered MyNovant users
FEB 12 JUN 12 OCT 12 FEB 13 JUN 13 SEPT 13
NOV 13
DEC 13 JAN 14 FEB 14 MAR 14
APR 140
20,000
40,000
60,000
80,000
100,000
120,000
140,000
160,000
180,000
200,000
220,000
240,000
260,000
280,000
300,000
320,000
51,000
Incoming patient emails through MyNovant each month
3 million
Results released through MyNovant in last year
9 million
Dollars saved by releasing results through MyNovant in last year
25,579
Appointments made online in twelve months
486,001
Dollars saved from appointments made online in last twelve months
95
Percent of appointments that were made online were completed
20,639
Mobile app users
579
Number of e-visits completed in the first 5 months
1.3 million
Dollars collected in first 4 months of MyNovant online bill pay
12
MyNovant patients over the age of 100
Patient engagement tools
FPO
MyNovant:Enhanced patient portal
MyNovant:Enhanced patient portal
Open scheduling New patients are able to directly schedule an appointment online with all primary care providers who are accepting new patients
Integrated and automated health reminders Patients receive personalized reminders about needed care ranging from routine preventive care to disease based population health recommendations
Preregistration
Patients are able to preregister for appointments at physician clinics as well as hospitals visits or procedures
E-visits are available for patients suffering from:
• Sinus problems
• Red eye
• Diarrhea
• Cough
• Vaginal discharge
• Urinary issues
Evidence-based
Integrated patient education
MyNovant:E-visit
Novant Health launched virtual venues of care in primary care offices for appropriate office visits
MyNovant:Video visits
MyNovant:Online bill pay
Allows patients to:
• See account details
• View last payment
• View outstanding balance
• Pay medical bills
MyNovant:Mobile app Patients are able to view test results, send a message to their provider, schedule an appointment, refill prescriptions, view health reminders, access their health summary and pay their medical bills through the mobile app
MyNovant:Customer service request
Allows patients to submit a:
• Billing, account or benefits issue
• Claims issue
• Compliment/complaint
• Website issue
Online chat
We have had tremendous success around the online chat feature that provides patients an easy outlet for customer service and billing questions
Lessons learned
Ensure patient engagement tools and messages to patients are simple
Make MyNovant part of the organizational culture
Start with full functionality and add enhancements as you go
FOOTER AREA
What’s next?
Continue to increase adoption
Choices and Champions
eCheck-in
Mobile video visits
Group video visits
Let’s chat