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Online Access: Communication Matters!

Online Access: Communication Matters!. Paul Tang, MD Chief Medical Information Officer Palo Alto Medical Foundation Sutter Health. Outline. Patients’ information needs PAMFOnline Benefits and experiences. Desired Online Services Online Users. Harris Interactive, 2002.

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Online Access: Communication Matters!

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  1. Online Access: Communication Matters! Paul Tang, MDChief Medical Information OfficerPalo Alto Medical FoundationSutter Health

  2. Outline • Patients’ information needs • PAMFOnline • Benefits and experiences

  3. Desired Online ServicesOnline Users Harris Interactive, 2002

  4. Online Patients Want Their InformationOnline • Online survey of 1000 healthcare consumers • Want online option to traditional access: • 84% - electronic alerts (e.g., flu vaccine, HM) • 83% - lab test results • 80% - personalized information after an office visit • 69% - online charts to monitor chronic diseases • 43% - willing to select physician based on availability of Internet services Harris Interactive, 2000

  5. Overview of PAMFOnline Creating a Online Healing Relationship

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  7. Early Experience with PAMFOnline

  8. PAMFOnlineEnrollment

  9. PAMFOnline PatientsAge Distribution, General Release

  10. PAMFOnlineTiered Service Model • Basic services • Access to selected information from EMR • Custom-tailored health information • Appointment requests • Prescription renewals • Administrative communication • Messaging services ($60/yr) • Clinical communication with physicians • Medical advice request

  11. Quality and Efficiency Rx Renewal

  12. PAMF pharmacyenters requestinto pharm computer Pharmacy faxesrequest to PAMF Prints request Send requestto MD via ID Mail To MA inbox Return to MA MD approves/ denies req MA orderschart Patient picksup Rx Pharmacy calls pt FAX or callRx back to pharmacy Prescription RenewalTurn of the Century (circa 2000)

  13. MD/RN approves/ denies req Medication RenewalThrough PAMFOnline

  14. Patient-Specific Information Resources

  15. Customizing Educational Material to the Patient • PAMFOnline provides patients with access to their record including: • Diagnoses • Medications • Lab test results • Patient instructions • Unfamiliar words or phrases can generate questions or concerns

  16. Patient and Physician Satisfaction

  17. PAMFOnline Patient SurveyValued Services *Subscribers only

  18. Physician PAMFOnline Survey“Are you satisfied with PAMFOnline?” Physicians with 100+ PAMFOnline patients

  19. Critical Success FactorIntegration with EMR • Information from EMR available • Common workflow with messages • Messages automatically included in EMR • Lab release • Rx renewal • EMR-level security

  20. Leadership Challenges • EMR infrastructure • Leadership (vision and guts) • Capital • Expertise • NHII (e.g., standards, laws, policies, identifiers) • Reimbursement • Conditions • Established patient • Documentation • E&M guidelines

  21. Summary • Patient-centered, safe, continuous care is an expectation of 21st century health care • Secure, online communication with patients • Improves care • Convenient for patients • Streamlines workflow, increases efficiency • Increases patient satisfaction • Generates patient loyalty

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