1. ITSM Quarterly Enterprise Collaboration Meeting
Thursday, September 5th, 2019
11am-12pm

2. Agenda New ServiceNow Mobile App Preview
Partners Patient Gateway Overview

3. ServiceNow Mobile Agent Preview
Sarah Harding, Project Specialist
Information Systems, ITSM Program

4. ServiceNow Mobile *New* ServiceNow Agent Mobile App
SN Agent Mobile Application
Current: ServiceNow “Classic”
New: ServiceNow “Agent”
Offered via Partners Enterprise
MobileIron application catalog
Classic will be retired out of MobileIron catalog when Agent is introduced
No longer supported once new app is live
Label will be added to Classic mobile homepage to inform that the new app is available for download

5. ServiceNow Mobile SN Classic Mobile Application
*New* ServiceNow Agent Mobile App
SN Classic Mobile Application
Features static homepage,
allowing fulfillers
to perform “tap” actions to
drill down into a ticket.

6. ServiceNow Mobile *New* ServiceNow Agent Mobile App
Clean, new look and feel of UI
SN Agent displays cleaner
homepage, organizing ticket types into application folders.
New tabs offered along footer (notifications & settings).

7. ServiceNow Mobile *New* ServiceNow Agent Mobile App
Addition of “Favorites”
New enhancement to allow favorites to be applied to applications.

8. ServiceNow Mobile *New* ServiceNow Agent Mobile App
Streamlined navigation
Fulfillers take action with “tap” actions to drill into specific tiles (e.g. Incident Management-> Assigned to my groups).

9. ServiceNow Mobile *New* ServiceNow Agent Mobile App
Streamlined navigation
Fulfillers retain functionality to tap into records from list mode & save updates.
Efficient Ticket Searching: Additional list mode filtering enhancements.

10. ServiceNow Mobile *New* ServiceNow Agent Mobile App
Filtering capability
Quickly locate incident by filtering…
Caller
Priority

11. ServiceNow Mobile *New* ServiceNow Agent Mobile App
New Swipe Actions
“Swipe” for approvals.
Increases efficiency for approval users on the go.

12. ServiceNow Mobile *New* ServiceNow Agent Mobile App
Tabbed data
Details- Quick review & update of key data fields, such as:
’Priority’
‘Assignment group’
‘Assigned to’
Activity Stream- In depth ticket history review, including:
Logged notifications
Work notes
Comments to customer

13. ServiceNow Mobile *New* ServiceNow Agent Mobile App
New Activity Streams
Activity Stream- Allows users to take quick actions by hitting the “+”.
Ex:
Fulfillers upload screenshots/photos
Attach Files
Add quick work notes on the fly.

14. ServiceNow Mobile *New* ServiceNow Agent Mobile App
Offline Mode
No Internet Access?
Download your work ahead of time.
Changes logged in outbox. Your Outbox tracks all cached record actions.
Once Internet Access is regained:
Simply sync your device with the instance.

15. Questions?

16. Partners Patient Gateway Overview – ITSM Quarterly Mtg
September 5, 2019 16

17. Agenda Patient Gateway History
Patient Gateway approach w/Epic implementation – 11/1/2012-7/20/19
Patient Gateway platform transition – Go Live 7/21/19
Q & A

18. Partners Patient Gateway
First introduced in 2002
Partners Patient Gateway offers online tools and services for patients
Prepare for upcoming appointments
Securely message with members of their care team
Learn more about clinical research opportunities
View and pay bills online
Look up recent lab and radiology test results
Review sections of their medical record (e.g., medications, immunizations)
Access a library of information on various conditions, drugs and tests
Available in English and Spanish language versions
Available as a mobile app

19. Partners Patient Gateway
Roughly 900,000 patients have an active Patient Gateway account
38% of active patients
51% of active primary care patients
Available to patients of all ages through authorized proxy accounts
Typical weekday activity includes
60,000 sessions
28% of sessions are patients using Patient Gateway on a mobile phone (iOS or Android)
250 requests for assistance fielded by our customer service team

20. Partners Patient Gateway Top Ten Utilized Features
Messaging
Test Results
Appointments
Provider Letters
View/Pay Bills
Visit Notes & Summaries
Health Information Reports
Medications
Conditions and Procedures
Request Referral

21. Portal Approach 2012 to 7/20/19

22. Assumptions (in 2012)
Patient Gateway users should not be required to re-enroll
PHS prioritizes aggressive migration to a single patient portal
@20% of PG patients have relationships with more than one PHS institution
PHS prioritizes leveraging the patient portal to support the patient engagement strategy
PHS views the patient portal as an area of focus for innovation and differentiation from other health systems

23. Approach decision
Partners has developed the portal framework and is utilizing a combination of Epic and PHS developed components to support business requirements
Epic’s recommendation
Positive feedback from other Epic customer sites
Allows for innovation and flexibility
Heavy Epic/MyChart presence with extensibility “around the edges”
Epic offers a robust set of services to be used in self-developed components
Supports Partners’ desire to differentiate from other Epic customers/competitors
Epic is committed to developing data tiles with all new MyChart features
PHS developed components likely required to support conversion and data synchronization strategies during implementation period

24. Partners Mall Hosted Data Tiles Portal Framework
Medication List (Epic)
Pay My Bill (Partners/Third Party)
iCMP (Partners)
Partners Healthy Video Game (Partners)
Portal Framework
Security
Authentication
User Management
Context Management

25. Portal Development Approach
This is not MyChart (nor is it Patient Gateway or iHealthSpace or…)
Portal is a combination of Epic and PHS-developed components
Development is continuous
Development focus areas:
Patient Account and Access Management
Leverage existing accounts and normalize account management across systems – support cutover strategy
Portal Framework Development
Play all Epic-produced components and selected PHS and/or third party components (prioritize existing – PROMS, Cathedral, MHQP)
Integration
Legacy EHR data
Messaging

26. Why is integration required?
Roughly 20% of existing PG users have providers from various sites linked to their PG account. Since the rollout of Epic is staggered, we need to support access to both Portal 2.0 and PG until such time as all providers are on Epic.
This approach allows a portal user to log into one portal site to access both PG and Portal 2.0
If the patient’s providers are all on PG, the only change the user will experience is the login page
500,000 patients enrolled in PG – 20% have relationships with multiple providers at different institutions
Need to keep the patient experience whole during the multi-year Epic migration
All patients will have the same starting point (login page, url, etc.) and will be redirected from there

27. Portal Development/Rollout Timeline
Approach was approved October 2013
Analyst and Developer resources were secured early 2014
Development and testing 2014
Went live with NWAS – 2/26/15
Went live with BWH/DFCI/Faulkner - 5/29/15
First MGH go live was 12/9/15
Live with MEE, NWH, and MGH 4/1/16

28. First portal go live was 2/26/15
NWAS GO LIVE

29. Portal Approach Transition 7/21/2019

30. Why did we make a transition?
Enterprise Data and Digital Health (EDDH) Overview
Portal Transition Project
Assumptions
Critical Path
Site Impact
Patient Impact
Happy Together
Non-Patient Proxy Enrollment

31. EDDH – Enterprise Data and Digital Health
Patient portal transition is the first EDDH project
The project is a transition from our current portal approach leveraging a PHS portal framework and Epic MyChart data tiles to the native MyChart platform
Go live was 7/21/2019 in conjunction with the July quarterly Epic upgrade
Additional projects within EDDH:
Implement the Release of Information requests via PPG feature
Implement the Epic eCheck-In functionality
Expand Online Scheduling (Direct, Fast Pass, Open)
Expand OpenNotes
Implement Epic Bill Estimates

32. Patient Portal Transition - Applied Assumptions
Ensuring a positive patient experience is a top priority
Will leverage foundation design and workflows, exceptions may apply
Maintain current state as MyChart allows in both desktop and mobile, including extensibility (Biobank, iCBT, Service Now, etc.)
Functionality not currently live is out of scope for July timeline
E-Check in & ROI may closely follow, work may be done concurrently
Minimal impact to hyperspace users. Only changes are to expose in-clinic enrollment workflows
PPG will incorporate non-discretionary components of the July Epic release in to the existing portal as a failsafe
Keeping the name Partners Patient Gateway
Site specific branding not in scope for July (need to plan for longer term strategy for non PHS sites)

33. Critical Path

34. Site Impacts STARTING 7/21/19:
Native MyChart enrollment features will be leveraged
The PHS custom PPG (MyChart) enrollment pop-up located in the patient header in Hyperspace will be replaced with the native Epic MyChart enrollment pop-up
The enrollment pop-up will be presented in additional locations/workflows
Non-patient proxy enrollment will leverage the Epic non-proxy enrollment function
Mini-reg will no longer be used to create non-patients in Epic for the purpose of proxy access
Sites may see an increase in PPG support questions while patients are going through the portal transition and gain comfort with the updated portal experience
Site websites referencing Partners Patient Gateway may need to be updated with revised content (such as screenshots, videos, etc.)

35. Enrollment pop-up in Hyperspace

36. Activation

37. Activation text

38. Patient impact Patient Gateway users experienced an updated UI
Revised Log In Page
Revised Home Page
Updated menu
An updated mobile application (leveraging the Epic MyChart OOB mobile application)
Patient Gateway users will need to reset their password
A solution was implemented now to populate user credentials in to Epic upon log in in to current PPG between now and the portal transition
Users who had not logged in before 7/21 will need to reset their password and will be directed to go through the reset password workflow via the log in page
Happy Together in MyChart is a new feature coming with the July release (February 2019 feature)

39. Updated Log in Page

40. Home Page

41. Mobile (Log In Page)

42. Mobile (Home Page)

43. Mobile Mail Box

44. Mobile Result View (drilled down to specific result)

45. Happy Together Overview
When patients log in to MyChart, the prompt for them to connect to other organizations through Happy Together will appears as an alert on the MyChart home page so that it's less interruptive of the login workflow. This alert always appears when a patient has a new connection available.
Additional Happy Together Information:

46. Happy Together Link Account (Help Text Highlighted)

47. Happy Together View (Data from linked account denoted with CE)

48. Non-Patient Proxy Workflow
Currently non-patient proxy patients are added to Epic via mini-reg
With the transition to MyChart OOB – we would like to leverage the Epic non- patient proxy process
The process does not create an EPT but does create a WPR
Merges of the WPR are managed by the MyChart team

49. Future Select MyChart Enrollment Icon

50. Select Open Proxy Access

51. Select Add to Add New Proxy user

52. Select Proxy Lookup

53. Select Non-Patient

54. Enter Name – Search and if not found – Select New

55. Create Non-Proxy Patient

56. Examples of Integration Partners in Patient Gateway
Several integration partners exist in Patient Gateway
Service Now
Patient portal users can access technical support and submit a support request via Patient Gateway.
The submitted support request generates a Service Now ticket
Service Now is leveraged to supply updates to the portal user on the reported issue
Historical Record
Access to historical LMR data
Allows users to access data not converted in to Epic
Healthwise
Patient Education Content
Research includes Blue Bird; Biobank

57. Examples of integration partners

58. Q & A