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Misys PatientLink™ – How Online Self-Service Improves Office Efficiency and Boosts Patient Satisfaction. Agenda. About ProMedica Physician Group Driving factors for change Benefit/risk analysis Approach Solution How it’s really working Lessons learned Future plans.

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slide1

Misys PatientLink™ – How Online Self-Service Improves Office Efficiency and Boosts Patient Satisfaction

agenda
Agenda
  • About ProMedica Physician Group
  • Driving factors for change
  • Benefit/risk analysis
  • Approach
  • Solution
  • How it’s really working
  • Lessons learned
  • Future plans
about promedica physician group
About ProMedica Physician Group
  • Part of ProMedica Health System, based in Toledo, OH
  • Large multi-specialty group covering northwest Ohio and southeast Michigan
  • 215 physicians and extenders
    • Anesthesia, Cardiology, ENT, Family Practice, General Surgery, Internal Medicine, OB/GYN, Ortho, Pediatrics, Pediatric Specialty (Cardio, GI, Ortho, Hem/Onc), Podiatry, Sports Medicine, Vascular
  • Average group size is 2.5 to 3 providers per location
  • Misys customer for 15 years
  • Drive to become the leader in health care; using online services was a “sure-fire” way to make that happen
driving factors for change
Driving Factors for Change

Need to move faster into the ‘information age’

Less-than-effective website

Mail costs skyrocketing

Lack of standardization

Defined goal to increase patient satisfaction

Staff efficiency not optimized

…We knew we needed to make some changes

experience, solutions, results

benefit risk analysis
Benefit/Risk Analysis
  • We needed a solution that would work for ProMedica, our physicians, and our patients
  • Risks
    • Age of the doctors
    • Medicaid / Medicare patients not online
    • Computer access in some rural areas
    • Knew we would never have 100% of our patients online
    • Implementation rollout
  • Benefits
    • Reduced mailing costs
    • Decreased phone time
    • Secured electronic communication
    • Patient satisfaction
    • Strong adoption & smooth launch
approach
Approach
  • Looked at the market to investigate solutions to solve those problems
    • Patient-provider communications filled the need
  • Turned to Misys as our trusted vendor; learned about PatientLink
  • Currently implementing Misys EMR and we are using PatientLink as a pre-cursor to Misys EMR to get practices used to technology
  • We created a project to implement Misys PatientLink first in a pilot setting
solution
Solution
  • Implement PatientLink in a pilot setting
    • 10 physician OB/GYN practice
    • 6 month pilot
    • Pre-registration & Custom Health Forms
    • Appointment Requests
    • Appointment Reminders
    • Patient Messaging (I.E. Lab Results Delivery)
    • Online Bill Pay
    • Welcome Email
  • Implement without integration
    • Not necessary for us to reach our goals and achieve value
    • Wanted a quick return on investment; time to benefit
change factor 1 catch up with the information age
Change Factor #1: Catch Up with the Information Age
  • Solution implemented: Patient Messaging
    • Our physicians all have email through ProMedica and were receiving emails from patients in a non-secure manner
    • Mailing costs for using paper and postage were high
  • Benefits/results
    • Secure web-based portal for HIPAA-compliant communication
    • Reduction in mailing cost and paper use
patient messaging
Patient Messaging

experience, solutions, results

10

change factor 2 less than effective website
Change Factor #2: Less Than Effective Website
  • Solution: New website implemented
    • Website was not up to par as our competitors
  • Benefits/results
    • New look at feel
    • Enhanced service with online applications
    • Increased our accessibility to our patients
    • Increased patient satisfaction
patient portal login
Patient Portal Login

experience, solutions, results

change factor 3 skyrocketing mail costs
Change Factor #3: Skyrocketing Mail Costs
  • Solutions implemented
    • Patient Messaging
    • Welcome Email
    • Online Bill Payment
  • Benefits/results
    • Reduced:
      • Mailing Costs
      • Reduced paper and supply costs
      • Reduced staff time to process mailings
    • Examples: New Patient Packets & Lab Results
patient messaging1
Patient Messaging

experience, solutions, results

online bill pay
Online Bill Pay

experience, solutions, results

change factor 4 lack of standardization
Change Factor #4: Lack of Standardization
  • Solutions implemented
    • Custom forms
    • Appointment requests
  • Benefits/results
    • Standard answer sets within custom forms
    • Standardized appointment requests
custom forms
Custom Forms

experience, solutions, results

appointment requests
Appointment Requests

experience, solutions, results

change factor 5 goal to increase patient satisfaction
Change Factor #5: Goal to Increase Patient Satisfaction
  • Solutions implemented
    • Appointment Reminders
    • Patient Messaging
    • Planning to implement patient satisfaction survey through the portal to track this
  • Benefits/results
    • Increased patient access & convenience
appointment reminders
Appointment Reminders

experience, solutions, results

change factor 6 staff efficiency not optimized
Change Factor #6: Staff Efficiency Not Optimized
  • Solutions implemented
    • Appointment Requests
    • Symptom Assessment
    • Secure Patient Messaging
  • Benefits/results
    • Reduced staff phone time for appointments
    • Pilot of symptom assessment is proving to reduce staff time in the exam room with the patient
    • Patient messaging reduces staff time by eliminating patient mailers
appointment requests1
Appointment Requests

experience, solutions, results

summary the value of patientlink
Summary – the Value of PatientLink
  • Reduced mailing costs
  • Increased staff efficiency
  • Increased patient access
  • Increased patient satisfaction
  • Standardization
  • Competitive services
lessons learned
Lessons Learned
  • PatientLink is a viable solution to many of our office needs
  • We are constantly making changes to our implementation and improving our process
    • Utilize the PatientLink Web trainings sooner
    • Use staff that is computer savvy
    • Use “train the trainer” implementation
  • We recommend PatientLink to every office, it is a tremendous product!
future plans
Future Plans
  • Use PatientLink to focus on patient quality initiatives
    • Proactive mam, pap, flu, and other notifications
  • Host patient satisfaction surveys on our website
  • Put more focus on marketing to further drive utilization
  • Incorporate the following solutions:
    • Virtual Office Visits
    • Barton D. Schmitt, M.D. Online Patient Triage
    • Automated Appointment Reminders
now a word on integration

Now a Word on Integration

experience, solutions, results

integration
Integration

Misys PatientLink Integrated features:

Misys Tiger 8.0 Integrated Solutions:

Patient Pre-Registration (demographics)

Appointment Requests

Online Bill Payment

Misys Vision 9.1 Scheduled Integrations:

Patient Pre-Registration (demographics)

Appointment Requests

Online Bill Payment

Misys EMR 8.0 Integrated Solutions:

Custom Forms Documents

Misys EMR 9.1 Scheduled Integrations:

Secure Patient Messaging (Practice Initiated Messages)

Ask A Question Secure Messaging (Patient Initiated Messages)

Current Pricing Includes…

* INTEGRATION: NO ADDITIONAL UPFRONT / RECURRING COST *

questions integrated with misys emr
Questions Integrated with Misys EMR
  • Questions can flow directly into the Task Queue in EMR 9.1
  • Improve Documentation & Minimize Risk

Save Valuable

Nurse & Physician Time

secure messaging directly from misys emr
Secure Messaging directly from Misys EMR
  • Send Lab Results, Health Maintenance Notices, and other Clinical information to specific patients
  • Reduce Phone Tag or Delays from Mail
  • Improve Clinical Workflow Efficiency

Log Communication in a Chart Note

Report on

Sent Messages

By Date Range

Track Status of Message Receipt

questions integrated with misys emr1
Questions Integrated with Misys EMR
  • Questions can flow directly into the Task Queue in Misys EMR 9.1
  • Improve Documentation & Minimize Risk

Save Valuable

Nurse & Physician Time