HIMSS - Optimize Your Patient Portal for Patient Engagement
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The document discusses how to optimize a patient portal to grow revenue, capture savings, and enhance patient engagement. It provides tips for establishing a framework driven by business and patient needs, quantifying opportunities by asking the right questions, addressing common portal shortcomings, and collecting patient reported outcomes. The document discusses strategies for increasing revenue, capturing savings through reduced no-shows and more efficient communication, and engaging patients at different activation levels including messaging, telehealth and collecting health data from patients.
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HIMSS - Optimize Your Patient Portal for Patient Engagement
- 1. Optimize Your Patient Portal to Grow Revenue, Capture Savings, & Enhance Patient Engagement November 6, 2014
- 2. Establish a Framework for Business and Patient-Driven Decisions Quantify Your Opportunities by Asking the Right Questions Address Common Shortcomings with Your Patient Portal Collect Patient Reported Outcomes to Answer ‘What’s Best for Patient / Payor / Provider?’
- 3. Establish a Framework for Business and Patient-Driven Decisions Quantify Your Opportunities by Asking the Right Questions Address Common Shortcomings with Your Patient Portal Collect Patient Reported Outcomes to Answer ‘What’s Best for Patient / Payor / Provider?’
- 4. Increase Revenue More Services More Patients Incentives Patient Responsibility Capture Savings Labor Non-Labor Engage Patients Patient Activation Culture Patient-Provider Collaboration 4
- 5. Increase Revenue More Services More Patients Incentives Patient Responsibility Capture Savings Labor Non-Labor Engage Patients Patient Activation Culture Patient-Provider Collaboration 5
- 6. More Services More Patients Incentives Patient Responsibility 6 What opportunities are you looking for to grow portal-generated revenue?
- 7. 7
- 8. 8
- 9. 9
- 12. More Services More Patients Incentives Patient Responsibility 12 How are you encouraging referrals through your portal? How do prospective patients find you?
- 13. Meaningful Use Recording and Reporting Care Coordination and Patient Engagement 1 2
- 14. view, download and transmit communicate with providers via secure electronic messaging
- 15. 11% DEDUCTIBLES 11% DEDUCTIBLES 8% DEDUCTIBLES Family Practice Orthopedic Surgery OB / GYN Capture Patient Responsibility
- 16. Increase Revenue More Services More Patients Incentives Patient Responsibility Capture Savings Labor Non-Labor Engage Patients Patient Activation Culture Patient-Provider Collaboration 16
- 17. Are you providing online scheduling and appointment reminders pushed to patient’s mobile devices?
- 18. Reduced No-Shows
- 19. Is your staff spending a significant amount of time communicating via phone?
- 20. Paperless Billing Questionnaires $3 savings time, paper, postage
- 21. Increase Revenue More Services More Patients Incentives Patient Responsibility Capture Savings Labor Non-Labor Engage Patients Patient Activation Culture Patient-Provider Collaboration 21
- 22. Activation Patients are willing and able to manage their health & care 22 Patient Engagement
- 23. Patient Engagement Culture of the organization that prioritizes & supports patient engagement. 23
- 24. Patient Engagement Collaboration between patients and providers to design, manage and achieve health outcomes. 24
- 25. % Higher Health Policy Brief: Patient Engagement, Health Affairs February 14, 2013 25
- 26. Patient Engagement 26 Highest use of their patient portal was by 50- to 70- year-old patients with multiple chronic conditions
- 27. Surgical Conversion Rate = # patients electing for surgery within 6 months # scheduled patients
- 28. Activated I log in because I need to Engaged I log in because I want to 28
- 29. Activated test results scheduling immunizations bill pay, online statements 29 Engaged patient reported outcomes e-visits and video visits specialty dashboards patient goals
- 30. Establish a Framework for Business and Patient-Driven Decisions Quantify Your Opportunities by Asking the Right Questions Address Common Shortcomings with Your Patient Portal Collect Patient Reported Outcomes to Answer ‘What’s Best for Patient / Payor / Provider?’
- 31. How can I figure out what is the business case for portals, beyond everyone is implementing them, and how do I maximize that business value?
- 32. 32 Patient Enrollment ≠ Activated patient ≠ Engaged patient
- 33. Read Message 14,000 Did Not Read 16,000 14,000 30,000 Total Patients Messaged Where Patients Are In Enrollment Process Where Patients Entered The Process Enrolled 11,000 Not Enrolled 12,000 9,000
- 34. % Unrecovered 34 The Advisory Board Company, Financial Leadership Council 2007, "Cultivating the Self-Pay Discipline."
- 35. Total collections through portal Cost per collection # of statements sent before collection Total patient responsibility collected
- 36. How much of that unrecovered self-pay revenue can we capture by optimizing the patient self-pay experience?
- 38. “ What counts that we are not counting? ” 38 Chip Conley Head of Global Hospitality airbnb
- 39. “ What is the smallest subset of the problem we can usefully solve? ” Paul Graham co-founder of Y Combinator 39
- 40. “ What should we stop doing? ” Peter Drucker management expert & author
- 41. Establish a Framework for Business and Patient-Driven Decisions Quantify Your Opportunities by Asking the Right Questions Address Common Shortcomings with Your Patient Portal Collect Patient Reported Outcomes to Answer ‘What’s Best for Patient / Payor / Provider?’
- 43. FollowMyHealth Intelichart Allscripts NextGen eClinicalWorks InteHealth Kryptiq Medfusion MedSeek Cerner – 17% Meditech – 15% Epic – 9% RelayHealth – 8% 50%50%
- 44. Streamlined Patient Enrollment Functionality for Specialists Bill Pay Ability to Modify Data
- 45. Streamlined Patient Enrollment Functionality for Specialists Bill Pay Ability to Modify Data
- 46. 46 Enroll • Lower enrollment barrier • Capture verification investment quickly Activate • Initiate e-visit • Pay bill • Schedule appointment • Sign up for paperless billing Engage • Reconcile medications list • Complete questionnaire • Set a goal Increase Revenue, Capture Savings, Engage Patient
- 47. Streamlined Patient Enrollment Functionality for Specialists Bill Pay Ability to Modify Data
- 48. Dermatology E-Visits 24 hours or less $40 48
- 51. Hit the Big Ones Pregnancy Cancer Chronic Conditions
- 52. Streamlined Patient Enrollment Functionality for Specialists Bill Pay Ability to Modify Data
- 53. 53 Remind patients to pay Make it easier to pay
- 55. Streamlined Patient Enrollment Functionality for Specialists Bill Pay Ability to Modify Data
- 56. Which attributes and functionalities fall within Basic, Advanced and Transformative categories?
- 57. Basic Messaging Test Results Medication Renewals Advanced Scheduling E-Visits Video Visits Transformative Patient Reported Outcomes Patient Goals
- 58. Kilimanjaro Goal
- 59. Establish a Framework for Business and Patient-Driven Decisions Quantify Your Opportunities by Asking the Right Questions Address Common Shortcomings with Your Patient Portal Collect Patient Reported Outcomes to Answer ‘What’s Best for Patient / Payor / Provider?’
- 60. Patient Name Patient portal status Need to distribute a tablet? Questionnaires to fill out Chris Walters Active Yes VR-12 Oswestry Form Liz Smith Not enrolled Yes VR-12 ACL-RSI SANE Rating Form
- 61. Portal, At Home 6% Tablet, In-Clinic 94% 475 Incorporate tablets into your go-live.
- 62. What's one question you're not currently asking at your organization, but should be? What's one specialty area your portal can help support by engaging patients more effectively? What’s your first step when you arrive back at work? Takeaways
- 63. Establish a Framework for Business and Patient-Driven Decisions Quantify Your Opportunities by Asking the Right Questions Address Common Shortcomings with Your Patient Portal Collect Patient Reported Outcomes to Answer ‘What’s Best for Patient / Payor / Provider?’
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