Transforming Healthcare Through Patient Engagement · Transforming Healthcare Through Patient...

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Transforming Healthcare Through Patient Engagement Kentucky Rural Health Clinic Summit May 16, 2014

Transcript of Transforming Healthcare Through Patient Engagement · Transforming Healthcare Through Patient...

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Transforming Healthcare Through Patient Engagement

Kentucky Rural Health Clinic Summit May 16, 2014

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Agenda

• Tools and Principles for Effective Patient Engagement Megan A. Housley, MBA - Kentucky Regional Extension Center

• View, Download, Transmit & Secure Messaging Jennifer Wilder, MHA - CHFS/Governor’s Office of Electronic Health Information

• KHIE Patient Portal Mary Gaetz - CHFS/Governor’s Office of Electronic Health Information

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Tools and Principles for

Effective Patient Engagement

Megan A. Housley, MBA Business Development Director Kentucky Regional Extension Center

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The Triple Aim

Population Health

Per Capita Cost

TRIPLE AIM

Experience of Care

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Patient Engagement

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What Is Patient Engagement?

“Patient engagement refers to ongoing and constructive dialogue between patient and practitioner designed to promote positive patient behavior, such as obtaining preventive care or exercising regularly.”

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What Is Patient Engagement?

“Patient Engagement is simply involving patients in their own care. Many believe that empowering patients to actively process information, decide how that information fits into their lives, and act on those decisions is a key driver to improving care and reducing costs.”

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Patient As Dance Partner

“Doctors like to think they’re Fred Astaire, moving the patient smoothly through the care process…but don’t forget that Ginger Rogers did everything backwards and in high heels. It’s not so smooth for the patient.” – Russell Kohl, MD

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525,600

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Becoming A Consumer-Centric Industry

• L earn from other industries’ focus on customer needs at all times…integral part of customer’s daily life.

• Must engage patients to take more active role in their health.

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Principles of Effective Engagement

• Reduce Ambiguity

– Clear & Communicated Policies

• Proximal Results

– Respond Promptly to Needs/Successes

• Polish the CAR: Collaboration, Autonomy, Respect

– Every encounter should focus to improve these factors

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Patient Communication Tools • Personal Health Record • Patient Portal • Phone/Text • Office Visits • Home Visits • Videos • Automated Outreach • Referral Tracking • Telehealth/eConsults • Remote Patient Monitoring • mHealth Devices (i.e. wellness apps, wearable monitors)

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Patient Portal = Most Logical Step To Tackle Pt Outreach and Accessibility

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MU 2: Patient Engagement

• Requirements for Patient Action: – More than 5% of patients

who are discharged from a hospital or seen by an EP must access their health information online (View, Download, Transmit)

– More than 5% of patients

must send secure messages to their EP

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Patient Portal Benefits

• Enhanced Communication

• Shared Information

• Enhanced Care Delivery

• Empowered/Proactive Patients

• Workflow Efficiencies

• Enhanced Access

• Improved Patient & Provider Satisfaction

• Save Time & Money

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Patient Portal Tools

• Patient Education Materials

• Online Bill Pay

• Appointment Scheduling

• Check-In

• Prescription Refill Requests

• Medical Records Access

• Live Chat

• eVisits

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If You Build It, Will They Come?

• 90% of patients report wanting access to their health information online (Accenture, 2012)

• In reality, getting

patients to actually adopt and use meaningfully takes planning and work

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Tips For Patient Portal Success

• Achieve Staff Buy-In Early

• First Impressions Count

• Sell It

• Make Enrollment Fun and Easy

• Engage Physicians in Enrollment

• Choose Technology for Long-Term Positions

• Tap Vendor Resources

• Consider Mobile, Digital Strategy

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Family Medicine Clinic of Danville

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Phone: (859) 323-3090 Email: [email protected]

Follow us on Twitter: @KentuckyREC

Like us on Facebook: facebook.com/EHRResource

Follow us on LinkedIn: linkedin.com/company/kentucky-rec

Check out our website: www.kentuckyrec.com

Connect with Kentucky REC!

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QUESTIONS?

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KHIE Patient Portal

Mary Gaetz Patient Engagement Coordinator CHFS/Governor’s Office of Electronic Health Information

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Why KHIE PHR?

• Opportunity for more complete medical history • Our portal meets MU Stage 2 requirements for

patient engagement • We provide outreach materials for your patients • We provide training to practice staff • Cost- KHIE PHR is free

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KHIE Patient Portal: cc:Me!

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KHIE Patient Portal-911 Card

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Patient Portal Phased Implementation Updated 05/01/2014

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Patients: Why Now?

• Reduced wait for test results • All health records in one place • Access to elderly parent’s complete medical

history • Complete access to medical history

• Reduce duplicative testing

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Providers: Why Now?

• Increased patient satisfaction (i.e. technology) • Improve quality and safety • Increase hospital efficiency and revenue (i.e.

readmissions) • Improved health status outcomes

• Incentive payments for MU

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QUESTIONS?

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View, Download,

Transmit & Secure Messaging

Jennifer Wilder, MHA MU Advisor/Direct Coordinator CHFS/Governor’s Office of Electronic Health Information

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How does this fit into Meaningful Use Stage 2?

How can I fulfill MU Objectives and Improve Patient Engagement?

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Meaningful Use Stage 2

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Uploads all relevant patient health information Ability to view, download and transmit patient health record

KHIE facilitates the secure exchange of electronic health information

Provider verifies patient information in PHR and communicates securely to patient Satisfies requirements for meaningful use

KHIE Patient Portal

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What are the objectives?

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The capability to provide patients online access to their information is a

part of Certified EHR Technology beginning in 2014 for EPs and

EHs/CAHs

*Regardless of stage

Objectives

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Patient Engagement & MU VDT Objectives

EP: Provide patients the ability to view online, download and transmit their health information

• Within 4 days

EH: Provide patients the ability to view online, download and transmit their health information about a hospital admission

• Within 36 hours of discharge

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How is this measured?

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Patient Engagement & MU VDT Measure 1

EP Measure 1: More than 50% of all unique patients seen by the EP during the reporting period are provided timely (4 days) online access to their health information

EH Measure 1: More than 50% of all unique patients discharged from the inpatient or ED of the EH/CAH (POS 21 or 23) have their information available online within 36 hours of discharge

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Patient Engagement & MU VDT Measure 2

EP Measure 1: More than 5% of all unique patients seen by the EP during the reporting period view, download, or transmit to a third party their health information during the reporting period

EH Measure 1: More than 5% of all unique patients discharged from the inpatient or ED of the EH/CAH (POS 21 or 23) of an EH/CAH view, download or transmit to a third part their health information during the reporting period

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Measure 2 Implications

• Patients must be able to access their health information online to accomplish View and Download

• What becomes challenging is having your patients Transmit to other providers

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How Can This Be Accomplished?

• You must have a Health Internet Service Provider (HISP) or a “secure network” to accomplish Transmit

• Some 2014 CEHRT comes equipped with a HISP, while others do not

• KHIE is operating as a HISP

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EHR Vendors with HISPs Acumen Physician Solutions Healthland, Inc. AdvantaChart Inc. iSALUS Healthcare

AllMeds, Inc. M.S. Group Software, LLC

Allscripts McKesson Aprima Medical Software, Inc McKesson Provider Technologies

athenahealth, Inc McKesson Specialty Health Cerner Corporation MedInformatix, Inc

Compulink Meditab Software, Inc. Connexin Software, Inc. MedPlus, A Quest Diagnostics Company

CPSI (Computer Programs and Systems), Inc. Modernizing Medicine

eClinicalWorks LLC Netsmart Technologies Elekta - IMPAC Medical Systems, Inc. NextGen Healthcare

e-MDs, Inc. PBSI - Positive Business Solutions, Inc. Eyefinity/OfficeMate Practice Fusion

GE Healthcare QRS Inc. Glenwood Systems LLC Sevocity a division of Conceptual MindWorks, Inc gloStream, Inc. Siemens Medical Solutions USA Inc

gMed, Inc. SOAPware, Inc. Greenway Medical Technologies, Inc. SuccessEHS

Health Innovation Technologies, Inc. Ulrich Medical Concepts Healthcare Management Systems, Inc. VersaSuite HealthFusion Vitera Healthcare Solutions, LLC

EHR Vendors with HISPs

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EHR Vendors That May Not Include a HISP

ADP AdvancedMD

CorrecTek

Epic Systems Corporation

First Insight Corp

Health Care Systems, Inc.

Hello Health inc

LeonardoMD, Inc.

Medical Informatics Engineering

Medical Information Technology, Inc.

MicroFour, Inc.

ModuleMD

Netsmart Technologies

Orchard Software

Siemens Medical Solutions USA Inc

EHR Vendors that may not include a HISP

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Stage 2 Only: Patient Engagement & MU Secure Messaging

(EP Only)

EP Objective: Use secure electronic messaging to communicate with patients on relevant health information

EP Measure : A secure message was sent using the electronic messaging function of CEHRT by more than 5 percent of unique patients seen by the EP during the EHR reporting period.

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Secure Messaging Implications

• A patient and provider must have Direct secure clinical messaging in order to communicate patient health information

• This means that the provider and patient must both

have a direct address • For example, Dr. Bob must have a Direct address to

communicate with John Doe – [email protected][email protected]

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Patient Portal

HISP Provider

Direct (SMTP + S/MIME) Any Edge Protocol

PHR

HISP PHR

Direct (SMTP + S/MIME) Any Edge Protocol

Provider

A patient from the PHR can send a secure message to a provider using our HISP

Provider will be able to send patients secure messages using our HISP

What Does This Look Like?

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QUESTIONS?