Enabling a Medical Home With a Patient Communication Strategy

1. Enabling a Medical Home With a Patient Communication Strategy Jeanette Christopher Northwest Primary Care Group, P.C.

2. Learning Objectives • Identify and apply an adaptable strategy to support collaboration for a patient-centered medical home • Assess your practice’s need for a patient portal system • Determine best practices for meaningful use stage two patient engagement

3. What is a Practice Portal? • Practice Portals can drive patient engagement and self-service for increased patient satisfaction and practice efficiency. • By giving patients real-time, self-service access to their medical information, a practice can boost efficiencies, reduce costs and improve patient care.

4. Background • Jeanette Christopher, Information Systems Team Leader • 30+ years at Northwest Primary Care • 3 full-time staff in IS department • Chaired technology division of Electronic Health Record implementation, 2006 • Member of the NWPC Privacy & Security Incidence Response Team (PSIRT) • Vitera Strategic Advisory Council Member, Customer Panel Speaker/Annual Conference

5. Northwest Primary Care Group, P.C. • 27 Primary Care Medical Home • Internal Laboratory & Radiology • 8 Locations near Portland, Oregon • 25,000+ Active Patients--appointment in last 18 months • 3,000+ patients enrolled in the Vitera Practice Portal, 13% • 25 years High Risk Medicare Advantage Plan participation

6. Northwest Primary Care Group, P.C. • Internal Referral Management, Case Management & Claims Adjudication • Implemented EHR in 2006 with full-time Data Analyst • Oregon State Tier 3 PCPCMH • OHSU TOPMED • Coordinate Primary Care Initiative • Meaningful Use Stage 1 in first year 2011 • Physician Quality Reporting Initiative

7. Triple AIM EHR solution was implemented, NWPC had the tools in place to address Triple AIM • Improve Patient Experience • Improve Health of Population • Reduce Cost of Healthcare

8. Meaningful Use Stage 1 • Core Objectives • 12--Practice Portal allows us to give our patients an electronic copy of their health record • 13--Practice Portal allows our patients to go on-line and obtain a clinical summary of their visit • Menu Objectives • 4--Practice Portal is utilized by our staff to remind patients of necessary follow-up care • 8--Practice Portal is utilized by our staff to send medical records to referral providers for seamless transition of care

9. Meaningful Use Stage 2 • Core Objectives • 7--With Practice Portal, our patients can obtain their health information online • 8--Our patients can receive their Clinical Summaries online for each office visit • 15--Practice Portal is utilized by our staff to send medical records to referral providers for seamless transition of care • 17--NWPC communicates with our Practice Portal patients securely online for health care related topics

10. Vision for Triple AIM with our Practice Portal • Contact Your Physician • Quick-review lab results • Questions to Nurses • Medication Records • Full Medical Records Summary • Appointment Requests • Vaccine Records • Update Personal Information • View Last Statement • Request a Referral • Billing Department Inquiries Enabling a Communication Strategy with our patients through the Practice Portal will result in Triple AIM

11. Why do I need a Practice Portal? • Secure Connection for Patients to utilize services • Secure Connection to Referring Specialists • Patients expect a Secure Connection • Reduces phone calls, reduces time and expense of staff

12. Implementing a Practice Portal • Selection Process • EHR Integration • Requirements of a Practice Portal • Workflow and Decisions –Team Approach • Website Integration • Finding Value in a Practice Portal for Providers, Staff and Patients

13. Implementing a Practice Portal, cont. • Support, Internal and External • Educating Providers, Patients, Staff • Enrollment, Stay Focused and Report Regularly • Obstacles, Staff Knowledge • Key Points, Keep it simple and go slow • Embrace a Portal • Go Live Day • Enrolling our first Practice Portal patient

14. Day-to-Day workflow • Providers • Nursing Staff • High Value Medical Home • Care Coordinators

15. Day-to-Day workflow • Advice Line • Scheduling • Pharmacy • Information Systems

16. Best Practices for Patient Engagement • Internal Staff • Providers • Front Desk Staff • Contests • Instant Enrollment • Marketing • Website • Brochures

17. Future • Care Condition Roles – Patients self-enroll to receive education based on care condition • Currently enrolling an average of 40 patients a week • E-visits

18. Summary • Why • Patient engagement • Selection • Integration • Implementation • All departments on topic • Workflow • Re-Group after implementation • Support

19. Questions?

20. Contact Info Jeanette Christopher Northwest Primary Care Group, P.C. Jeanette.christopher@nwpc.com 503.353.1203 www.nwpc.com