Using EPIC Solutions to Improve Communication with Patients in the LOC Women’s Health Practice Team Members: Sharon Bird RN Margaret O’Connor RN Bette Okamoto RN Robyn Thurston Women’s Health Practice

Project Aim Statement: The LOC Women’s Health Practice sought EPIC solutions to address two long-standing patient communication issues: Length of time for patients to receive PAP smear results by mail. Large volume of calls from patients inquiring about their test results.

Project Goals & Target Turn around time for PAP smears (day of test to day letter mailed to patient) Target 14 days. Reduce volume of documented phone triage encounters for test results. Target- 30% reduction in call volume

Reduce PAP Smear Turnaround Time Solutions Implemented: Identified variation in existing processes for PAP smear result review – Created a protocol to standardize process for all MD’s. Designed an EPIC MD to RN communication process: MD in-baskets the RN RN sends EPIC generated letter to the patient Education sessions for MD’s & RN’s

Achieved an 11 day turnaround time for PAP smear results

Reduce Volume of Phone Triage Calls for Test Results Solutions Implemented: Analyzed phone triage logs to determine why patients call the triage line. #1 reason for triage call – Test Results Standardized expectations and processes for communication of test results within EPIC Physicians are responsible to initiate communication with the patient – via Epic generated letter, phone call or office visit MD in-baskets the RN RN contacts the patient using the identified method

Reduce Volume of Phone Triage Calls for Test Results Solutions Implemented (continued): Created EPIC patient letters for Normal results Educated MD’s and staff how to pull EPIC lab results into patient letters Educated patients on the new notification process Comment added to the After-Visit-summary informing the patient that she will be contacted with results Communicate this process with new patients to the practice

Achieved a 13% reduction in total triage calls and a 23% reduction in triage calls for test results Volume of Triage Calls for Test Results

Analysis & Next Steps Analysis: Use of EPIC tools, in-box and patient letters, has streamlined communication processes between MD’s, RN’s, and patients in the LOC Women’s Health Practice Next Steps: Continue to monitor over several more quarters Explore EPIC communication options with the Healthcare Access Call Center to reduce the number of patient calls transferred from HACC to the clinic