Expanding the Value of the

Portal to all Stakeholders: Patients, Employees & Providers

Your Presenters

Phil Slover, IT Director Debra Johansen, Chief Operations Administrator MIMA: Independent 125-provider multi-specialty

group practice in Melbourne, Florida ▫ 132,000 active patients ▫ 840 employees ▫ 200 servers ▫ 1400 workstations ▫ 60 applications

Objectives

The presentation will cover:

Five components of new portal development

and: Tools for existing portal enhancement

Lessons learned regarding functionality of the diverse portal team

How to define future goals

New Portal Development

I. Assemble a multi-discipline task force

(“the team”)

II. Define objectives and responsibilities

III. Develop enrollment tools

IV. Develop a promotional plan

V. Engage physicians and staff in promotion

I. Roles of multi-disciplinary team

members • Design/aesthetics

• Functionality

• Operational workflows

• Promotion

• Survey

• Education

• Utilization feedback

• Leadership

The Portal Team

IT/EMR

Operations

Leadership IT/Support

IT/Design

Design & aesthetics of the portal

• Must be appealing

• Branding of logo, color scheme

• Design supports functionality

• Look for survey input to guide design

• Team driven, software engineer led

Functionality

• Poor functionality will lead to portal failure

• Review functionality individually and as a team

• Consider patient and staff member perspectives

• Team members should be portal users to gain patient perspective

• Team driven, EMR/IT staff led

Operational workflows

• Create policies and procedures

• Train staff on portal use, assign accountability

• Huge cultural change, must assist adoption

• Monitor and remind as needed

• Tutorial to depict portal from patients perspective clarifies expectations

Promotion

• Market use of the portal to all stakeholders: patients, their caregivers, physicians and staff

• Marketing for initial enrollment

• Marketing for continued use

• Marketing new features when available

Survey

• Two sources of input:

▫ Informal in-person surveys

▫ Survey tool on portal

• Review survey results with the team

Survey results

Survey Question Yes No

Did you find the portal to be useful?

419 41

Did you find the portal site easy to navigate?

395 65

Do you usually receive a prompt response to a portal request?

357 58

Education

• Potential portal users need to be educated on portal value and features

• Provide tutorial to new portal enrollees to facilitate familiarity

• Staff members and physicians need to be educated on how the portal can smooth out workflows

Utilization Feedback

Measuring data and behavior:

• How many patients are enrolled

• Which pages/functions are accessed

• Monitoring staff response time, addressing outliers to ensure quality of service

• Trending complaints

Leadership

• One person with accountability to keep team on task

• Make decisions in accordance with practice objectives

• Coordinate with IT leadership to position for future development

• Identify physician champions

New Portal Development

I. Assemble a multi-discipline task force

II. Define objectives and responsibilities

III. Develop enrollment tools

IV. Develop a promotional plan

V. Engage physicians and staff in promotion

II. Define Team Objectives and

Individual Responsibilities • Short and long term team objectives are

determined in the team setting (at meetings)

• Individual responsibilities vary by task, are documented in meeting notes posted on outlook e-vite agenda. Team members work at completing their tasks for next meeting.

Sample outlook e-vite agenda

Action items: Brian will add more verbiage to the enrollment form so it is obvious

to patient what will happen next Deb will check with AP about staff training and patient tutorial Tari will provide info about her home PC for Joe to troubleshoot

portal user browser issues Margie will report OLBP volume, activity Ongoing items: Consider displaying pending lab requisitions after Radiology Orders

module in place New items: • Print “my chart”—no name?

New Portal Development

I. Assemble a multi-discipline task force

II. Define objectives and responsibilities

III. Develop enrollment tools

IV. Develop a promotional plan

V. Engage physicians and staff in promotion

III. Develop Enrollment Tools and/or

Work Flows • Establish more than one mode of portal

enrollment (at an appointment, phone call to the helpdesk, online enrollment form, or self enroll online)

• Utilize competition among staff or physician teams to encourage enrollment, make results public

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New Portal Development

I. Assemble a multi-discipline task force

II. Define objectives and responsibilities

III. Develop enrollment tools

IV. Develop a promotional plan

V. Engage physicians and staff in promotion

IV. Develop a Promotional Plan

Promotion as both a means of introduction and a reminder:

• Use multiple mediums

• Visual: Posters in patient areas of your facility

• Audio: On hold message

• Tangible: On billing statements

• Electronic: email, on your website

New Portal Development

I. Assemble a multi-discipline task force

II. Define objectives and responsibilities

III. Develop enrollment tools

IV. Develop a promotional plan

V. Engage physicians and staff in promotion

V. Engage Physicians and Staff in

Promotion • Sell the benefits to physicians and staff first:

Smoothes out volumes, eliminates a phone call

• Patients more often respond to physician and clinical staff member’s invitation to use the portal

• Periodic contests to award portal support, whether initial enrollment or regular use

Enhancing Your Existing Portal

• Groupthink: conformity in thought and behavior among the members of a group, especially an unthinking acceptance of majority opinions

Enhance Portal Functionality—

Internal Input • Utilize Team members’ own portal experience

• View portal screens in team meetings, question flow, consistency of terms, etc.

• Honest evaluation and criticism is important, eliminate “groupthink”

Enhance Portal Functionality—

External Input • Survey input

• Utilization feedback from helpdesk, physicians, staff

• Utilization data

• Personal experience

• Review other portals

Portal Overview

Planning For Future Development

• Keep a wish list of portal functionality

• Maintain dialogue with portal application provider for development planning

• Combine objectives of increasing operational efficiency and meeting quality and P4P goals for dual benefit

Discussion & Demonstrations