Online Access: Online Access: Communication Matters! Communication Matters! Paul Tang, MD Paul Tang, MD Chief Medical Information Officer Chief Medical Information Officer Palo Alto Medical Foundation Palo Alto Medical Foundation Sutter Health Sutter Health
Online Access: Communication Matters!. Paul Tang, MD Chief Medical Information Officer Palo Alto Medical Foundation Sutter Health. Outline. Patients’ information needs PAMFOnline Benefits and experiences. Desired Online Services Online Users. Harris Interactive, 2002. - PowerPoint PPT Presentation
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Online Access: Online Access: Communication Matters!Communication Matters!
Paul Tang, MDPaul Tang, MDChief Medical Information OfficerChief Medical Information Officer
Palo Alto Medical FoundationPalo Alto Medical FoundationSutter HealthSutter Health
OutlineOutline• Patients’ information needsPatients’ information needs• PAMFOnlinePAMFOnline• Benefits and experiencesBenefits and experiences
OnlineOnline• Online survey of 1000 healthcare consumersOnline survey of 1000 healthcare consumers• Want online option to traditional access:Want online option to traditional access:
– 84% - electronic alerts (e.g., flu vaccine, HM) 84% - electronic alerts (e.g., flu vaccine, HM) – 83% - lab test results83% - lab test results– 80% - personalized information after an office 80% - personalized information after an office
visitvisit– 69% - online charts to monitor chronic diseases69% - online charts to monitor chronic diseases– 43% - willing to select physician based on 43% - willing to select physician based on
availability of Internet servicesavailability of Internet services
Harris Interactive, 2000
Overview of Overview of PAMFOnlinePAMFOnline
Creating a Online Healing Creating a Online Healing RelationshipRelationship
swilson
*******
Early Experience Early Experience with PAMFOnlinewith PAMFOnline
PAMFOnline PatientsPAMFOnline PatientsAge Distribution, General Age Distribution, General
ReleaseRelease
0
500
1000
1500
2000
2500
3000
3500
<20 20-29 30-39 40-49 50-59 60-69 70-79 80-89 >90
Male Female
Mean age: 48.7
PAMFOnlinePAMFOnlineTiered Service ModelTiered Service Model
• Basic servicesBasic services– Access to selected information from Access to selected information from
EMREMR– Custom-tailored health informationCustom-tailored health information– Appointment requestsAppointment requests– Prescription renewalsPrescription renewals– Administrative communicationAdministrative communication
• Messaging services (Messaging services ($60/yr)60/yr)– Clinical communication with physiciansClinical communication with physicians– Medical advice requestMedical advice request
Quality and Quality and EfficiencyEfficiency
Rx RenewalRx Renewal
Send requestSend requestto MD via ID Mailto MD via ID Mail
Prescription RenewalPrescription RenewalTurn of the Century (circa Turn of the Century (circa
2000)2000)
Pharmacy faxesPharmacy faxesrequest to PAMFrequest to PAMF
Patient-Specific Patient-Specific Information Information ResourcesResources
Customizing Educational Customizing Educational Material to the PatientMaterial to the Patient
• PAMFOnline provides patients with PAMFOnline provides patients with access to their record including:access to their record including:– DiagnosesDiagnoses– MedicationsMedications– Lab test resultsLab test results– Patient instructionsPatient instructions
• Unfamiliar words or phrases can Unfamiliar words or phrases can generate questions or concernsgenerate questions or concerns
• Established patientEstablished patient• DocumentationDocumentation• E&M guidelinesE&M guidelines
SummarySummary• Patient-centered, safe, continuous care is Patient-centered, safe, continuous care is
an expectation of 21an expectation of 21stst century health care century health care• Secure, online communication with Secure, online communication with