2015 User Conference Patient Portal: The Time is Now April 23, 2015 Presented by: Jeannine Becker Facility Training Coordinator Dr. Robert Stephens Cornerstone Pediatrics General Session

2015 Office Practicum User Conference The Patient Portal

2015 Office Practicum User Conference

Common Concerns about Patient Portal ●Parents’ inability to interpret what they see ●Parents finding inaccurate information ●Medical information causing undue anxiety ●Parents seeing inappropriate information (things we write that we shouldn’t)

2015 Office Practicum User Conference

Rethink the Relationship

2015 Office Practicum User Conference Common Concerns about Patient Portal ●Parents’ inability to interpret what they see ●Parents finding inaccurate information ●Medical information causing undue anxiety ●Parents seeing inappropriate information (things we write that we shouldn’t)

2015 Office Practicum User Conference Audience Participation Time! Where is your practice today? ●Portal? What’s a Portal? ●We’re thinking about a Portal, but we’re unsure. ●We are working on adopting the Portal. ●We have fully adopted the portal. ●No way!

2015 Office Practicum User Conference The State of Portal Adoption

2015 Office Practicum User Conference Practice Transformation is a Journey

2015 Office Practicum User Conference Making Change Happen How Do We Encourage Portal Use? If we expect parents to use our portal, there must be value. Changing behavior means we have to structure our portals in such a way that there is ongoing value in its use. Who needs to have value? ●Office Staff ●Parents Change is hard Did you ever try to bend a coin?

2015 Office Practicum User Conference Creating Value for Staff ○ There will be more work initially as new workflows are adopted. Acknowledge this. ○ Consider incentives for registering patients or teaching parents about the portal. ○ Have staff help in workflow development and prioritization of adoption. ○ Have staff develop a list of the benefits of portal adoption.

2015 Office Practicum User Conference Creating Value for Families ○ Raffle for families to create accounts/use the portal. ○ Require it for practice entry. ○ Require it for free shot records, school forms. ○ Require it for medication refills. ○ Highlight benefits of direct patient messaging.

2015 Office Practicum User Conference Tech Support

2015 Office Practicum User Conference Can it be customized?

2015 Office Practicum User Conference Workflows

2015 Office Practicum User Conference Patient Registration Cornerstone Pediatrics Seguin, Texas ABC Pediatric Clinic Houston, Texas New patients must register directly on the portal. Patient portal accounts are generated by the office staff and given to parents. YouTube Page Is There Flexibility?? You Bet!

2015 Office Practicum User Conference Workflows

2015 Office Practicum User Conference Workflows

2015 Office Practicum User Conference Direct Patient Messaging Why are people afraid of the messaging? ▪Too many messages ▪ Too many complex issues ▪ Used for urgent matters ▪ No buffer for routine issues

2015 Office Practicum User Conference Messaging Direct Patient Messaging ▪ What are the benefits? ▪ Reduced telephone time ▪ Reduced errors ▪ Reduced total time ▪ Great for templates

2015 Office Practicum User Conference Portal Traffic

2015 Office Practicum User Conference Portal Traffic Be creative. Think about how your parents communicate. Get the word out there about your portal

2015 Office Practicum User Conference Take Home Improve Patient Care ▪ Parents are more invested in maintaining their child’s health information ▪ Parents review chart info and can help identify errors ▪ Secure messaging reduces errors generated by “translation” through staff Increase Practice Efficiency by Decreasing: ▪ Telephone usage ▪ Form production/printing ▪ Time spent generating and scoring surveys ▪ Printing/maintenance costs for handouts

2015 Office Practicum User Conference Take Home ▪ It’s time to change the way we view our relationships with our charts and our families for the 21st century. ▪ Each practice is unique and portal workflows are flexible. ▪ Educate staff and parents on portal use ▪Assign a portal administrator

2015 Office Practicum User Conference The Bottom Line

2015 Office Practicum User Conference The Bottom Line Yep, change is hard! If we want to succeed in the 21st Century, we need to, well...

2015 Office Practicum User Conference Questions ?

2015 Office Practicum User Conference ●Creating an Account on the PortalCreating an Account on the Portal ●Registering your Family on the PortalRegistering your Family on the Portal ●Sending a Portal MessageSending a Portal Message ●Receiving a Portal MessageReceiving a Portal Message ●Resources and Medical InformationResources and Medical Information ●Taking a Survey on the PortalTaking a Survey on the Portal Resource Videos

2015 Office Practicum User Conference We want your feedback!