The Annual Innovation Showcase: Using Technology to Transform the Practice of Medicine June 22, 2017 NJIT Campus Center Developing a Sense of Webside Manner Keagen Brown, MBA, CPHIMS VITAS Healthcare

Notice of Disclosure: 6/22/2017 Disclosure information: HRET, planners and the following speakers have disclosed they have no relevant financial interest or relationship with any manufacturer(s) or any commercial product(s) discussed in this educational activity. The following have provided disclosures: Aline Holmes, DNP, MSN, RN; Nancy Winter, MSN, RN, Thomas R. Ortiz, MD, FAAFP, Tyla Housman, Keagen Brown, MBA, CPHIMS

Objectives Develop key tactics to maintain consistent patient engagement while using technology tools Adopt methods to improve patient communication with technology Identify and reduce technology distractions Train staff to embrace “webside manner”

Patient Satisfaction

Key Tactics Start the visit with clarity and purpose Eliminate distractions Positioning is key Consider your posture Make eye contact Don’t let the visit end abruptly

Positioning is key! Patient not engaged Patient engaged

Clarity and Purpose Ensure to REALLY introduce yourself to the patient. Not just your name, but also your role and what you hope to achieve in your time with the patient. Ask the patient what their goals are for the visit. The rote “What brings you in today?” asks for the symptom but not the goal. The symptom may be only one part of the puzzle.

Eliminate Distractions Majorly important with the addition of technology to the visit Form factor is important Do you find yourself looking down and not engaging with the patient? Is too much technology being used and now it is causing a patient to lose focus of the visit goals.

Visits have a start and an end! Approach your visit like your college term paper. Identify your goal Set the stage Fully navigate the supporting details Ensure there is a conclusion that is cathartic to the situation

Applications & hardware

Software Paid EHRs Free EHRs MediTouch NueMD AdvancedMD CareCloud Practice Fusion

Hardware Desktops Laptops Tablets Reception Nurses Station Add estimated costs Desktops Reception Nurses Station Laptops Office Manager Physicians Tablets RNs Med Techs

Training & Rollout

WIIFM Staff need to know that this isn’t “just another thing” Ensure they don’t think of it as “Big Brother” Demonstrate the value in the improvements to patient care and clinician communication & collaboration Validate their fears in a constructive way and ensure they are comfortable with the implementation

Features of an EHR Don’t feature shop until you have decided what is important to your practice and patients! Web based vs On Premise Customizable vs COTS Interoperable vs Stand-alone Should it have portals? (what is a portal?)

Patient Portal If implemented correctly, into the appropriate patient population = very helpful! DO USERS LIKE THE PATIENT PORTAL EXPERIENCE? WHAT ARE THEY BEING USED FOR?

Rollplay

Keagen Brown, MBA, CPHIMS Questions? Keagen Brown, MBA, CPHIMS Developing a Sense of Webside Manner VITAS Healthcare keagen.brown@vitas.com