My Health e vet for Communication & Social Marketing . Keith McInnes & Allen Gifford. Collaboration. QUERI HIV / Hepatitis Steve Asch Barbara Bokhour Jane Burgess Linda McCoy Jeff Solomon Public Health Strategic Healthcare Group (PHSHG) Jane Burgess David Ross
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Keith McInnes & Allen Gifford
QUERI HIV / Hepatitis
Public Health Strategic Healthcare Group (PHSHG)
Consumers Health Informatics Office / MHV
Lack of Clarity about MHV
“I know about the [My Healthevet site], but I haven't done it. Are you telling me, in other words, if I sign up for this password and all that stuff, I can get my medical records via the Internet?”
Diffusion of Innovation?
A: Oh, yeah, I use the Internet. But I also use the VA site, primarily for prescription refills. It's so convenient.
B:Prescription refills are terrible, because you only get the prescription number. They don’t give you what it is. So you have to have a separate list to cross-reference.
A: They’ve changed that now. They’ve got the name of the medication.
B: No, they haven't. Not on mine, they don’t!
Trust: Provider instructions carry special weight
“I would say if it came from the VA, just the VA site, I would have the tendency more than likely to delete that sort of thing, unless I was interested. But if it came from my healthcare provider saying ‘Your healthcare provider, your doctor has suggested that you be tested for X, Y, and Z,’ then that's a different story. But just to have a blanket email from the VA saying everybody should get tested -- I don’t think it will sit as well as a personal note saying, ‘Look, your doctor suggests you have this test.’"
“…if you just send me to my open mail, I'll probably delete it, without opening it. Because I'm not looking for it. I'm going on line for something else. I'm doing other things. I don’t want to read about that. Don’t bother me. It's more of the same coming in that I probably delete a chunk, probably 20, 30 messages a day.”
Security / Confidentiality around HIV Content
“I've given away computers …to people who never had one. [The new owner ] can get into your mainframe, as you folks may know. They can find stuff that you left in there. I'm not taking that chance, HIV. I'm very careful about what goes in my computer. I have a disk that I put everything on. I don’t let it go on my mainframe. But some stuff goes in there. You think I want to take a chance and let HIV go in there? And they accidentally find it? Hell, no!”
Alternatives to Email
Message Content Suggestions
Email about HIV would worry patients
“… there is a small subset … who might think, "What happens in the military that puts us at higher risk for being exposed to HIV more than the rest of the population? Is it something the military performed experiments on us, unknown to us?"
Flood of Patient Inquiries to Message about HIV
“I'm concerned …if they read something like this, they're going to be on the phone calling up. We can only handle so much.”
Workflow – Need to Address Demand for HIV Tests
“So up until now, in fact at this time, there is a disconnect with increasing numbers of performance measures… but without increasing support staff, infrastructure and time for providers, that makes us all feel very frustrated.”
Use Link to MHV
“Make it a newsletter as opposed to [a personal email], …because you can do it with these things called ‘push pages’. [You get an email and it says] ‘Hi, your VA is sending you a weekly newsletter.’
Content of Message