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Getting your patients on the Portal: If You Build it, They will come....with a little help
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Getting your patients on the Portal: If You Build it, They will come....with a little help

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Reid Archer, Senior Clients Relationship Manager, Medfusion …

Reid Archer, Senior Clients Relationship Manager, Medfusion

Hilary Bias, Systems Administrator, Kansas City Bone & Joint

Amy Roberts, Assistant Systems Administrator, Kansas City Bone & Joint

Getting your patients engaged in their healthcare requires a combination of an excellent user experience, staff and provider engagement, and sometimes a little creativity and fun. Come hear stories of triumph and lessons learned from a panel of Medfusion Patient Portal clients as they share their own experiences on how to get patients using and coming back to the patient portal. They will reveal ways they have engaged their unique patient populations (seniors do use the portal), out-of-the-box ideas to get staff buy in, and their own secrets to success.

Objectives:
•Creative ways to get your patients to register for the portal
•Peer best practices on how to get patients coming back to the portal
•Why it all begins with staff engagement

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  • Amy-Introductions—AMY15 providers- 8 physicians 7 midlevelsDivision of smgOrtho and Physical medicineWe are on CPS12
  • HilaryWho has a smart phone- do you have a toothbrush? 4.8 billion people have a mobile phone, 4.2 billion people own a toothbrush22,500 patients registered on our Medfusion Portal. About 51% of patients with an email in our system and of those 60% are on the portalMobile app is important
  • Hilary- and here are the measures for stage 2Having your patients comfortable looking at secure messaging will encourage them to view and download documents to meet this measure.Ability to automatically send CCDA at physician signature
  • amy more…Collaboration with portal users to find creative ways to get the patients to reply or send messagesFind ways to start the conversation.
  • Amy
  • Amy- three things to create the e-patient. Social, website and portal Just like the EMR- why would we ever go back to paper charts?
  • Amy
  • aMy- this is fun
  • Hilary Thingswe didn’t know that would happen with going socialStaff Buy in- HUGETeam building, increased staff moraleCustomer service awareness
  • Amy Add link to portal to social sites
  • HilaryStaff ideas of common questions from patientsGuest blogs you can find some all around- PT, nutrition, personal trainer, cast bagsSimple things, can make FAQ blogs
  • HilaryGet staff involvedOur website is robust enough to allow for blogging so we thought why not include information about the portal and connecting with patients.
  • Amy Video how to’s, step by step instructions- Inuit, now Medfusion has helped us out with some video links that we have been able to embed into our site and blog posts to help patients discover all aspects of the portal.
  • HilaryPatient portal needs to be obviousWe no longer have patients unable to find the portal.
  • AmyUltimate goal- get them here. And complete the engagement process when you do get them there- if they ask a question, have something in place in your workflow that will get the patients question answered timely.
  • Amy-CCD turned into the CCDA in CPS 12 and replaced clinical visit summary, chart summary and CCD- woo hooView download transmit- nice viewer in portal for patientWhen the note is signed, the CCDA goes to the portal- this will hit several MU measures all in one click
  • AmyThanks Krista Haley from The Heart and Vascular Institute of Florida!Not only do you need to engage with patients but utilize and engage with other practices to get these ideas. We got this from her last spring at CHUG and have been able to use for our patients.
  • Hilary
  • HilaryNot only tell the patients that we have a portal that you can pre-register on, but educate them on all the aspects of the portal and how it can benefit them. Starts with the first phone call, but nurses, check out, book keeping, etc should all be educating the patient.
  • Hilary
  • AmyMonitor, Monitor, MonitorWhat is working, what didn’t work?- i.e. facebook is fun…. Let’s add a few more fun pics this month and see what happens. Let’s put more links on twitter that take them directly to our website.Out of the 7625 visits during the Month of March- the Cast off what to expect was landed on 958 times- therefore- we pushed an infographic and the hashtag #castoff– pinterest board, etc.
  • AmyAs the facebook page owner, you have insights and analytics to tell you how you are doing.Facebook is within the page owner area but the others are apps you may useRecommendations: when you start your social media campaign, set a schedule to monitor your analyticsHootsuiteBufferappTweetdeckTools to watch how you are doingFacebook insightsSocialBro for TwitterPinPuff for Pinterest
  • Hilary Monthly meeting to review portal analytics
  • Hilary Educate your staff!Surgery reminders, EMG pamphlet information, etc, injection help?
  • Transcript

    • 1. www.medfusion.com 1CONFIDENTIAL IF YOU BUILD IT, THEY WILL COME…WITH A LITTLE HELP
    • 2. www.medfusion.com 2CONFIDENTIAL PEOPLE ARE ENGAGING, BUT ARE THEY ENGAGING WITH US? Looking for Health/Medical Information is one of the Top 5 Things People Do Most Online (Pew Internet Study, December 2011)
    • 3. www.medfusion.com 3CONFIDENTIAL WHY DO WE NEED TO ENGAGE?
    • 4. www.medfusion.com 4CONFIDENTIAL ANOTHER MU MEASURE ON ENGAGEMENT…
    • 5. www.medfusion.com 5CONFIDENTIAL BOTTOM LINE IN BARE BONES The bottom line… patient’s will need to engage with us too. We need to have patients on our patient portal How to get there? Social Sites Blog Website  Portal AND- it’s working We have over 22,500 patients on our portal
    • 6. www.medfusion.com 6CONFIDENTIAL THE EPATIENT 101 Social media- engage, engage, engage Blogging Fabulous website Easy to use portal with timely response from staff Make the ePatient experience a reflection of your Patient experience- Great
    • 7. www.medfusion.com 7CONFIDENTIAL SO LET’S TALK SOCIAL Have you joined the conversation? Twitter, Facebook, YouTube, Linked In, Pinterest, Instagram, and on and on… Do you want to increase your website traffic? Do you want more patients? Do you want more people on your portal? Do you want people to look to you for reliable information? Do you want to support a cause?
    • 8. www.medfusion.com 8CONFIDENTIAL MMM….bacon! #CHUGChat
    • 9. www.medfusion.com 9CONFIDENTIAL WHAT TYPE OF CONTENT AM I GOING TO PUT OUT THERE?? Mixing it up is key- Make it fun too Educational Content – curated or written by EP Tagging/RT others Community Involvement Promoting events Fun staff activities Trivia Current events Holidays Patient Stories
    • 10. www.medfusion.com 10CONFIDENTIAL
    • 11. www.medfusion.com 11CONFIDENTIAL BECOME A BLOGGER FAQs Curated Content Life changing patient stories Invite guests Prevention tips Hot topics Staff spotlights Seasonal Technology
    • 12. www.medfusion.com 12CONFIDENTIAL BLOG ABOUT IT
    • 13. www.medfusion.com 13CONFIDENTIAL BLOG ABOUT IT MORE
    • 14. www.medfusion.com 14CONFIDENTIAL E-PATIENT FRIENDLY WEBSITE
    • 15. www.medfusion.com 15CONFIDENTIAL GET THEM TO THE PORTAL
    • 16. www.medfusion.com 16CONFIDENTIAL WHAT YOUR PORTAL NEEDS TO DO Secure messaging Interface with your GE product Export CCDA document Allow the ability to view, download or transmit
    • 17. www.medfusion.com 17CONFIDENTIAL USE CONNECTION CARDS
    • 18. www.medfusion.com 18CONFIDENTIAL THROW A PARTY Surf the Web Luau Party
    • 19. www.medfusion.com 19CONFIDENTIAL TALK ABOUT IT ALL THE TIME! Staff Emails “Hilary‟s Hints” Scripting for templates in scheduling Posters on back of doors in exam rooms Screen savers in rooms Checkout staff E-Newsletter blast
    • 20. www.medfusion.com 20CONFIDENTIAL KEEP THE LIGHTS ON Patient Engagement- not an on/off switch Staff and physician engagement Have providers suggest portal Change Patient and staff behavior No more „we have done it this way for 20 years‟ Integrate into workflows Send test results Follow up on treatment Ask staff for ideas Constantly EVALUATE HOW YOU ARE DOING!
    • 21. www.medfusion.com 21CONFIDENTIAL HOW ARE WE DOING? GOOGLE ANALYTICS
    • 22. www.medfusion.com 22CONFIDENTIAL HOW ARE WE DOING IN SOCIAL? Facebook Insights and Analytics Pin Puff for Pinterest Social Bro for Twitter
    • 23. www.medfusion.com 23CONFIDENTIAL MONTHLY MEETINGS
    • 24. www.medfusion.com 24CONFIDENTIAL GET YOUR STAFF INVOLVED Meet with departments to discuss creative ways to get the patients on- line Find out what patients are saying What questions are they asking? Contests?
    • 25. www.medfusion.com 25CONFIDENTIAL LISTEN TO YOUR PATIENTS “The online patient portal is terrific and the social media exposure is great. My initial experience was very positive…. everything is SO efficient….An efficient office means services won't be missed, good job!”
    • 26. www.medfusion.com 26CONFIDENTIAL THANK YOU Visit the Medfusion booth for more great ideas to improve patient engagement!

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