Patient Portals

Patient Portals
and the Patient
Service Strategy

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• Find this or any previous webinar, go to
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Webinars

Missouri’s Federally-designated
Regional Extension Center
University of Missouri:
Department of Health Management and Informatics
Center for Health Policy
Department of Family and Community Medicine
Missouri School of Journalism
Partners:
EHR Pathway
Hospital Industry Data Institute (Critical Access Hospitals)
Missouri Primary Care Association
Missouri Telehealth Network
Primaris

Assist Missouri's health care providers in using
electronic health records to improve the access and
quality of health services; to reduce inefficiencies
and avoidable costs; and to optimize the health
outcomes of Missourians

 For providers who do not have a certified EHR system -
We help you choose and implement one in your office
 For providers who already have a system - We help
eligible providers meet the Medicare or Medicaid criteria
for incentive payments

5

 Contact MO HIT Assistance
Center for details and pricing

 Instructions provided
after today’s presentation

 The Office of Continuing Education, School of Medicine, University of Missouri is accredited by the
Accreditation Council for Continuing Medical Education (ACCME) to provide continuing medical education for
physicians.

 The Office of Continuing Education, School of Medicine, University of Missouri designates this live Internet
educational activity for a maximum of one AMA PRA Category 1 Credit™. Physicians should only claim the
credit commensurate with the extent of their participation in the activity.

The learning objectives of this live Internet educational activity are:
 Choose an appropriate electronic health record for the practice, create a change team, redesign practice
workflow and successfully implement transition to electronic records.
 Appropriately track quality measures in electronic health records and to create accurate reports of quality
indicators; physicians will understand how to use indicators to improve patient outcomes.
 Identify potential privacy and security issues in individual practices that are utilizing electronic health records
and provide tools for practices to use to assess their security measures to see if they are appropriate.
 Measure and track the way individual practices are reporting on the meaningful use requirements in the federal
HI Tech Act; understand additional clinical reporting requirements contained in meaningful use phases two and
three.
 Appropriately design and implement patient portals for patients to access their health care information and
learn how to better take care of their health conditions.

 The planning members and presenter for this activity have no commercial relationships to disclose.

This regional extension center is funded
through an award from the Office of the
National Coordinator for Health Information
Technology, Department of Health and Human
Services Award Number 90RC0039/01

Cerner and the University of Missouri Health System have an independent
strategic alliance to provide unique support for the Tiger Institute for Health
Innovation, a collaborative venture to promote innovative health care solutions
to drive down cost and dramatically increase quality of care for the state of
Missouri. The Missouri Health Information Technology Assistance Center at the
University of Missouri, however, is vendor neutral in its support of the adoption
and implementation of EMRs by health care providers in Missouri as they move
toward meaningful use.

Patient Portals

PRIMARIS Presented by
October 11, 2012 Ron Sterling
Webinar Sterling Solutions, Ltd.

©2012 Sterling Solutions, Ltd. 10

Why Patient Portals?
• Patients Want to Interact Over the
Internet.
• Patient Portal Interactions are
Less Expensive and More
Convenient for Patients.
• Patient Portal Interactions are
More Convenient and Less
Expensive for Practices.


Patient Portals and MU
• Patient Portals Can Support Stage 1
MU
• Clinical Summaries – Core
• Electronic Copy – Core
• Electronic Access to Records – Menu
• Patient Reminders – Menu
• Patient Education – Menu


Patient Portals and MU
• Patient Portals Required for
Proposed Stage 2
• Clinical Summaries – Core
• Patient Reminders – Core
• Secure Messaging - Core
• Electronic Access to Records – Core
• Patient Education – Core
• Structured Family Health Data - Menu


PATIENT PORTALS AND
PATIENT SERVICE


Patient Portal Capabilities
• Patient Registration
• Enter Information
• Complete Forms
• Update Information
• Appointment
• Look Up
• Request
• Confirmation
• Support Billing
• Review Status
• Access Statement
• Make Payments


NEXTMD APPOINTMENT

2 Desired
Times


MEDFUSION BILL PAY

Each
Access
Offers a
Chance to
Pay


Patient Portal Capabilities
• Patient Service
• Refill Request
• Message Exchange
• eVisits
• Patient Health Record
• Access Information
• Review Results
• Patient Information Gathering
• Health History
• HPI
• Periodic Reporting


MEDFUSION HEALTH HISTORY

Can
Accept
Info into
EHR


NEXTMD MESSAGING

Documents
Dialogue


Portals and Provider Networks
• Some Portals Support
Provider Networks
• Access Information on
Shared Patients
• Exchange Messages

• Exchange Information

2

PATIENT PORTALS AND EHR

Information

Patient Request
Patient EHR
Portal Response

Messages – Sent to Inbox and Information Entered into EHR.
Information Accepted – Information Flagged and Posted to Patient Chart.


Portal Selection Issues
• Acceptability of PMS/EHR
• Patient Portals are Not (Typically) a Best
of Breed Decision
• Partnering (Ex. MedFusion, Medicity, Kryptiq)
• Companion Products (Ex. NextMD)
• Patient Portals May Trigger PMS Changes
• Support for Clinical Content
• Verify Interface Strategy
- Messaging
- Direct Connection
- Workflow Support

CONTRACT ISSUES
• Patient Portal Implementation Timing
• Support for EHR Go Live
• Patient Portal Features and Interface with
PMS and EHR
• Costs and Support Fees for Patient Portal
• Trigger for Fees and Support


MANAGING PATIENT PORTAL
ACTIVATION


Strategic Issues
• Sequence of Patient Portal
Implementation
• Time to Deploy Patient Portal
• Time to Sell Patient Portal

2

Portal Activation Considerations
• PMS Use
• EHR Functional Use
• Critical Mass of Users
• Critical Mass of Patients
• Critical Mass of Clinical Content
• User Readiness
• Practice Readiness


Training
• Patient Portal Use
• Interactions with
• PMS
• EHR
• Support Policies
• Supporting Procedures
• Incoming Messages
• Incoming Clinical Information
• Incoming Requests
• Outgoing Information


Patient Portal Content
• Validate Patient Portal Content
- Confirm Standard Presentation
- Verify Terminology and Format
- Match to EHR and PMS
• Customize Clinical Content
- Inventory Changes or Setups
- Implement or Customize
• Test Patient Portal
- Work from EHR and Patient Portal
- Doctors and Staff Testing
- Test with Patients


Workflow and Rollout
• Need Workflow Strategy
• Like EHR Flow with Triage
• Responsive and Timely
• Physicians and Staff Prepared and
Trained
• Control and Monitoring of Items
• Initiating Patient Use
• In Office Kiosks
• Patient Use from Home


Activation Stages
• Connect to Practice Web Site
• PMS Items
• Patient Registration
• Scheduling
• Billing

• EHR Items
• Messaging
• Collect Information
• Patient Service Items

Activation Challenges
• Measured Rollout
- Target Strategies to Stage Rollout
- Setting Expectations
- Insuring Support
- “Backstop” Protection
- Measuring Success
- Addressing Problems
• Timeframe
- Significant Other Items in Critical Path
- Coordination with Other “Meaningful Use” Items

3

QUESTIONS AND ANSWERS


RONALD B. STERLING, CPA
Sterling Solutions, Ltd.
Ronald B. Sterling publishes the popular EHR Blog, Avoid-EHR-
Disasters.com and authored the HIMSS Book of the Year Award
winning Keys to EHR/EHR Success - Selecting and Implementing an
Electronic Medical Record. Ron is a nationally recognized expert on
the selection and implementation of electronic health record and practice
management systems. Ron has advised healthcare organizations and
practices across the country. Ron has analyzed software from over 150
vendors. Mr. Sterling hosts The EHR Zone on
HealthcareNOWRadio.com and has contributed articles to a wide range
of publications including the widely used Marketing Your Clinical Practice.

WWW.Avoid-EHR-Disasters.com
rbsterling@sterling-solutions.com
(301)681-4247

3

 Click on the “hand” on your computer to
ask a question & press * 6 to unmute
your phone.

1. Go to: http://www.EHRhelp.missouri.edu

1. Click on on our home page
Webinar
s
1. Look for today’s Webinar title

2. Download pdf or complete online questionnaire

1. Submit or fax completed questionnaire to 573-882-
5666 by: Friday, October 12, 2012

1. Go to: http://www.EHRhelp.missouri.edu

1. Click on on our home page
Webinar
s

1. Look for today’s Webinar title

2. Download pdf questionnaire by
3. Friday October 12, 2012
4. Mail or fax completed questionnaire to the American
Osteopathic Association

November 8, 2012 5-6 PM
CST
Missouri Health Connect
Update

 Colorectal Cancer: Putting Prevention into Practice
◦ Presenter: Durado Brooks, MD, MPH, Director, Prostate and
Colorectal Cancers, American Cancer Society

Thursday, October 18, 2012
5-6:15 pm

◦ Visit www.pqrsmo.org/webinars to register
This webinar is intended for primary care physicians and will:
* Explain how to assess a patient's risk for colorectal cancer (CRC).
* Describe CRC screening methods and the benefits and limitations of each.
* Recommend CRC screening method(s) based on patient risk profile and personal preferences.
* Outline a strategic plan for the practice to increase patient compliance with CRC screening.

CME Accrediation
Primaris is accredited by the Accreditation Council for Continuing Medical Education to provide continuing medical
education for physicians.
Credit Designation
Primaris designates this educational activity for a maximum of 1.25 AMA PRA Category 1 Credit(s) ™. Physicians
should only claim credit commensurate with the extent of their participation in the activity.

 Website: http://ehrhelp.missouri.edu

 E-Mail:
◦ EHRhelp@missouri.edu

 Phone:
◦ 1-877-882-9933

Patient Portals

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