webinar

Understanding Patients: The Secret to a Thriving 21st Century Medical PracticePresented by John Lynn August 23, 2017

@GoKareo

Agenda

2

Agenda

2

• Welcome & Introductions

• Patient-Centered Care and the

EMR/EHR Evolution

• Patient Personas

• Technology to Better Engage Patients

• How Kareo Can Help

• Your Questions

@GoKareo 33

How to Participate Today…

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Discover Kareo’s Role

• PAHCOM has approved 1 CEU credit

• You’ll be asked at the end of the webinar if

you want a CEU certificate

• Certificates will be emailed within the next

few days

• Attendees must be logged into the live

webinar session to receive credit

“…Make Your Practice a Best Practice!”

@GoKareo 66

Speaker

• Editor and Founder of the nationally renowned blog network

• Entrepreneur with a broad range of IT skills and the ability to bridge the gap between technical and non-technical groups

• 25+ blogs have published over 18,000 blog posts, garnered over 35 million views and had over 150,000 comments

John Lynn

@GoKareo

Agenda

7

Agenda

7

• Welcome & Introductions

• Patient-Centered Care and the

EMR/EHR Evolution

• Patient Personas

• Technology to Better Engage Patients

• How Kareo Can Help

• Your Questions

Patient-Centered Care and the

EMR/EHR Evolution

@GoKareo 99

Patients Are Taking Control of Healthcare

@GoKareo 1010

Why Weren’t Patients in Control Before?

• Lack of information

- Dr. Google

• Poor Communication

- Mobile Devices

• Employer Paid Healthcare- Patients Didn’t Care

- Increase in High Deductible Plans

Patient at the center of care

@GoKareo 11

Don’t Be Afraid

Be Excited!!

@GoKareo 1212

EMR Evolution

EMR = Billing and Documentation Engine

EHR = Patient Engagement Engine

@GoKareo 1313

Pre-EMR Many Options Weren’t Possible

@GoKareo 1414

Technology Opens Massive Opportunities

• Easy Access to Patients

- Snail Mail, Phone, Fax Text, Email, Portal

• Security

- Personalized Security

• Personalization

- Messaging

- Communication Preference

- Care Plan

• Much More…

Not All Patients Are Created Equal

You Must Create Patient Personas!

@GoKareo 1616

Parents

• MOM

- Women make ~80% of family health care choices

- Choose their children’s doctors

- Make appointments

- Ensure the get recommended care

• Big Time Social Media Users

- 70% of Women use social networking sites (2011)

• Often Consult Facebook Before a Doctor

- Facebook often leads to a doctor visit

What are you doing to engage Mom?

@GoKareo 1717

Millennials

• Make everything Mobile Friendly

• Capture the Patient Context at Every Opportunity

• Use context to provide better targeted experience

• Facilitate the use of mobile platform

@GoKareo 1818

Healthy Patients

• Don’t see healthcare as necessary

- Unless there is a problem

- Likely don’t have a PCP

• Desire a quick visit

- A retail experience

• Don’t realize the health risks

How do you engage a healthy patient?

@GoKareo 1919

Chronic Patients

• Think about their condition everyday

• Experts

- Knowledgeable about their condition

- Navigating the health system

• Desire

- Collaborative relationship

- Access to their records

- Access to their provider

@GoKareo 2020

Senior

• Baby Boomers – 74.9 Million

- Generally are chronic patients

- Highest utilizers of healthcare

- Many don’t see themselves as chronic patients

• Myth

- Seniors wont use technology

• Caregivers

- Tech enabled – remote monitoring, medical records access

How can you better engage baby boomer patients and their caregivers?

@GoKareo 2121

Framework for Patient Personas

• Customer Service

• Digital Tools

• Quality of Care

Technology to Better Engage Patient

Find Scalable Ways to Engage Patients

@GoKareo 2323

Patient Portals

• Will patients use a portal?

• Kaiser (2015)

- 22.3 million secure emails sent

- 40.5 million lab test results viewed online

- 4.7 million appointment requests

- 19.3 million prescriptions refilled online

• What value are you providing through the portal?

• Will you need patients’ participation in the portals to be

successful?

@GoKareo 2424

Secure Text

• Text Stats

- 97% of adults text weekly

- The average consumer sends 3 messages per hour

- Texts have a 99% open rate

- Texts are read in under 5 seconds(average)

• SMS is not HIPAA Compliant

- Unless the patient agrees to it

- Many texts don’t need PHI

How many texts has your organization sent?

@GoKareo 2525

Social Media

• Patients are talking about you either way

• Myth

- Patient use social media to get free care

• Multiple benefits of social media

- Prepare patients

- Educate patients

- Learn about patients’ needs

- Learn about new opportunities

- Find new patients

• Doesn’t have to be the doctor

@GoKareo 2626

Chatbots

• Scary

- Unknown – don’t understand

• Automates the mundane

- Requires a well done process

- AI is getting better

• Often empowers the human connections

• Cropping up everywhere

- Portals

- Text

- Social media

@GoKareo 27

Value Based Care Will Require A Relationship

With Your Patient

@GoKareo 28

Are You Leveraging Technology And Data To

Really Engage Patients And Understand Them?

@GoKareo 29

Does What Your Patients Think Really Matter?

@GoKareo 30

Physicians Rating Websites

- Will rank and rate you based on patient engagement

- What other differentiators can they use?

MIPS Quality Score

- Listed on physician rating websites

- Not Fair!

YES!

@GoKareo 31

Patient – Doctor Collaboration

@GoKareo

Agenda

32

Agenda

32

• Welcome & Introductions

• Patient-Centered Care and the

EMR/EHR Evolution

• Patient Personas

• Technology to Better Engage Patients

• How Kareo Can Help

• Your Questions

Kareo Confidential 3333

Awards and Rankings

Growth awards The speed at which medical practices

are moving to Kareo and referring it to other providers.

Analyst reviews3rd party

recognition, driven by direct customer feedback, equals

trust and credibility.

Best places to workHappy, engaged employees stay

longer, have more experience and

offer better customer service.

@GoKareo 3434

Kareo Platform

@GoKareo 3535

@GoKareo

Agenda

36

Agenda

36

• Welcome & Introductions

• Patient-Centered Care and the

EMR/EHR Evolution

• Patient Personas

• Technology to Better Engage Patients

• How Kareo Can Help

• Your Questions

@GoKareo 3737

How to Participate Today…

Type your questions

-- Questions After the Webinar --

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