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

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

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.

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

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

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

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

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

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

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

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

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

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

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

Day-to-Day workflow Advice Line Scheduling Pharmacy Information Systems

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

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

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

Questions?

Contact Info Jeanette Christopher Northwest Primary Care Group, P.C