Improving the Patient Experience with HIT Webcast

Beyond Meaningful Use: Enhancing the Patient Experience with HIT Presented By: Mike Elvin, Practice Director, Patient Experience Technical Assistance: 978-805-3156 or [email protected] Audio Options: Telephone 1-646-307-1717 l Access Code 400-493-781 Computer Microphone and Speakers This teleconference will be muted while we wait for all attendees to join. Thank you for your patience.

By the end of this presentation, you will:

1. Understand how patient engagement is linked to the overall patient experience

2. Learn how to design a roadmap for an

improved patient experience 3. Learn how to enhance adoption of your

patient portal and mHealth options, both publicly and internally

Meaningful Use of HIT: What Does it Mean?

CMS states that Meaningful Use of HIT must: 1. Improve quality, safety, efficiency, and reduce

health disparities 2. Engage patients and family. 3. Improve care coordination and population/

public health. 4. Maintain privacy and security of patient

health information (PHI).

Meaningful Use of HIT: What’s the Focus?

Stage One: EMRs Stage Two: Patient Portals, Patient

Engagement Stage Three: APIs/apps, Secure Messaging,

PGD Where do these technologies fit into the patient experience?

Meaningful Use of HIT: What the End-Game?

CMS hopes that Meaningful Use compliance will result in: •  Better clinical outcomes •  Improved population health outcomes •  Increased transparency and efficiency •  Empowered individuals •  More robust research data on health systems

Or, the Triple Aim

Improving the Patient Experience with Patient-Centered HIT

•  What does patient-centered mean? •  What does it look like?

Meaningful Use of HIT: Where do we go from here?

•  What’s out there? •  How can HIT help (or hurt)? •  What is patient engagement, exactly? •  How does it tie in with patient experience?

HIT: What’s Out There?

HIT: What’s Out There?

Examples: EHRs Patient portals Secure messaging APIs & apps Wearables/health trackers and PGD Health information exchanges (HIEs) Patient registration kiosks and interactive patient systems (IPS) Telemedicine Virtual patient navigation Discharge applications Patient education services Patient appointment and waiting room apps Housecall apps Etc.

HIT: How Can it Help?

Benefits of HIT:

HIT

HIT: How Can it Help?

Supports Patient Engagement: •  Information •  Access •  Empowerment •  Accountability •  Action

HIT: How Can it Help?

Provider benefits: •  Reduction in phone calls to office (up to $6

per call)

•  63 cents for each lab result

•  $17 for every billing query

•  $7 for every appointment

•  Asynchronous management = increased productivity + record of communication

HIT: How Can it Hurt?

Drawbacks and limitations of HIT: Value

Workflow Disruption

HIT: How Can it Help (and Hurt)?

Security/Privacy

Loss of Personal Touch

HIT and the Patient Experience

Patient Experience Definitions:

The sum of all interactions shaped by an organization’s culture that influence patient perceptions across the continuum of care.

Providing world-class care while addressing the patient’s physical, educational, emotional, and

spiritual needs.

Recent Studies: Patients, Providers, and Emerging HIT

•  RWJF report

•  Software Advice study

•  Xerox/Harris Poll study

Recent Studies: Patients, Providers, and Emerging HIT: RWJF Report

•  Younger patients are more comfortable with data sharing – while older patients are not.

•  Seek the stories behind the data.

•  People also want “long” data, and they want it to move with them.

•  Give them a roadmap with personal health information and actions to take.

Recent Studies: Patients, Providers, and Emerging HIT: Software Advice Study

•  66% don’t have (or don’t know about) their portal

•  Top frustrations: response and interface

•  Different ages and genders use portals for different reasons

•  Advice from S.A.

Recent Studies: Patients, Providers, and Emerging HIT: Xerox/Harris Poll

•  Nearly half of millennials prefer to access patient portals on their smartphones

•  Lack of portal awareness •  More interested in their

personal healthcare since they began using it

•  Baby boomers: more engaged in their care if their medical information was online

What Health Care Consumerism Means Today

•  Patient Consumer •  PCMHs/ACOs and value-based care

•  Cost transparency

•  Accountability

HIT and the Patient Experience

Studies have shown that patients want…

…more control (even if they’re sharing control). …open lines of communication to their providers. …safety and privacy: a trusting environment. …a roadmap for making good health choices. …encouragement when trying to improve health. …less expensive and more diverse options for care. …to speak in their native language (without jargon). …to be informed about their condition. …their doctors to dress in formal attire. …healthcare to be easy and affordable. …to build a relationship with their caregivers. …to feel cared for.

HIT and the Patient Experience

Patient-facing HIT addresses all of these concerns, and more.

(Except...)

HIT and the Patient Experience

HIT and the Patient Experience

Relationships and the Personal Touch

“Touch is our body’s largest and the oldest sense. It’s a channel of communication. It’s integral to the human

experience.”

- Jeanne AbateMarco, MS, RN, CNS Clinical Nurse Coordinator

Department of Integrative Health Programs NYU Langone Medical Center

Hi-Touch/Hi-Tech: Setting the Stage for a Positive Patient Experience

•  Opening: Introductions, acknowledging others in the room

•  Attention: Sitting, eye contact, listening, summarizing

•  Incorporation: turn screen toward patient, portal/apps

•  Education: Speaking simply, teaching back

•  SATS, Heard-Head-Heart

How Hospitals Can Weave HIT into the Patient Experience: A Roadmap

How Hospitals Can Weave HIT into the Patient Experience: A Roadmap

How Hospitals Can Weave HIT into the Patient Experience: A Roadmap

How Hospitals Can Weave HIT into the Patient Experience: A Roadmap

How Hospitals Can Weave HIT into the Patient Experience: A Roadmap

1.  Audits: Communication/HIT/workflows 2.  Vision 3. HIT research/comparison 4.  Stakeholders 5. Dovetailing hi-tech and hi-touch: find opportunities 6.  Constant contact/workshopping/transparency 7.  Education and discharge 8.  Focusing on the continuum of care 9.  Internal marketing 10. Piloting, shadowing by patient groups 11. External marketing 12. Testing, regrouping 13. Follow-up surveys and tracking

How Hospitals Can Weave HIT into the Patient Experience: Stakeholders •  All points of contact! •  C-level executive staff •  Admitting/Registration •  Social Services/Case Management •  Inpatient Nursing/Inpatient Therapy Managers •  Outpatient Therapy Manager •  Radiology •  Laboratory •  Clinics •  Medical Records •  Marketing/Public Relations •  Food and Environmental Services •  Volunteering •  Patient advocacy/family faculty groups

How Hospitals Can Weave HIT into the Patient Experience: Discharge and Post-Discharge Plans

•  Studies: Rehospitalization rates, comprehension

•  Last point of contact while under your care

•  Instructions and education for continued health – SSW

•  Portals/apps/APIs/PGD: Easy access at home

•  Callbacks

ü  Collaboration & Workflows

ü  Enhancing Adoption

Lessons Learned:

Lessons Learned: Healthy Staff Collaboration and Workflows

•  Shared ownership •  Regular stakeholder meetings and workshops •  Value conveyed internally •  Seeing patients in new ways: empathy •  Happy staff = happy patients •  Recognition •  Patient advocacy group •  Each member of staff plays a part

Lessons Learned: Tips for Introducing Patients to New Technologies and Enhancing Adoption

•  Incentives •  Conveying value •  Preferred methods of communication •  Not everyone wants to be engaged •  Benefits vs. consequences •  Adding functionality •  Market!

Lessons Learned: Tips for Introducing Patients to New Technologies and Enhancing Adoption

•  Direct mail •  Email/e-newsletters •  Website homepage •  Phone messaging •  Signage •  Screensavers •  Inpatient televisions •  Billing •  Smartphone apps/QR codes •  Button: “Ask me about our patient portal.”

Thank You!

Contact me at [email protected]

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