Patient engagement in a world of mobile technology Making Healthcare Remarkable R. Henry Capps Jr., MD, FAAFP, senior VP of physician services & CMIO of medical group Novant Health Keith Griffin, MD, CMIO of medical group Novant Health

FPO Bringing together world-class technology and clinicians to provide care that works with patients’ schedules, preferences and needs. Creating a healthcare experience that is simpler, more convenient and more affordable, so that our patients can focus on what really matters: getting better and staying healthy.

Ambulatory EHR Implementation 400 clinics live on EHR Converted 28 legacy EHR systems Original rollout plan of 5 years but completed in 2 years 15 percent under capital budget HIMSS Stage 7 Ambulatory Award

Using technology

To engage patients in bold and innovative ways

Not feeling right Schedule first available appointment in 2 weeks Begin to feel worse ER Hypertensive emergency Home Follow up if I remember FOOTER AREA The old patient experience

Not feeling right Schedule online appointment with PCP same day Hypertension Send vitals through MyNovant to track results of new medication Send to your doctor with a question Video visit follow-up Establish personalized wellness program FOOTER AREA The new patient experience

Patient engagement philosophy Novant Health Making healthcare remarkable Empowerment Simplicity Convenience

We made MyNovant part of the DNA of our EHR rollout

MyNovant More than 300,000 registered MyNovant users

51,000

Incoming patient s through MyNovant each month

3 million

Results released through MyNovant in last year

9 million

Dollars saved by releasing results through MyNovant in last year

25,579

Appointments made online in twelve months

486,001

Dollars saved from appointments made online in last twelve months

95

Percent of appointments that were made online were completed

20,639

Mobile app users

579

Number of e-visits completed in the first 5 months

1.3 million

Dollars collected in first 4 months of MyNovant online bill pay

12

MyNovant patients over the age of 100

Patient engagement tools FPO

MyNovant: Enhanced patient portal

Open scheduling New patients are able to directly schedule an appointment online with all primary care providers who are accepting new patients

Integrated and automated health reminders Patients receive personalized reminders about needed care ranging from routine preventive care to disease based population health recommendations

Preregistration Patients are able to preregister for appointments at physician clinics as well as hospitals visits or procedures

E-visits are available for patients suffering from: Sinus problems Red eye Diarrhea Cough Vaginal discharge Urinary issues Evidence-based Integrated patient education MyNovant: E-visit

Novant Health launched virtual venues of care in primary care offices for appropriate office visits MyNovant: Video visits

MyNovant: Online bill pay Allows patients to: See account details View last payment View outstanding balance Pay medical bills

MyNovant: Mobile app Patients are able to view test results, send a message to their provider, schedule an appointment, refill prescriptions, view health reminders, access their health summary and pay their medical bills through the mobile app

MyNovant: Customer service request Allows patients to submit a: Billing, account or benefits issue Claims issue Compliment/complaint Website issue

Online chat We have had tremendous success around the online chat feature that provides patients an easy outlet for customer service and billing questions

Lessons learned Ensure patient engagement tools and messages to patients are simple Make MyNovant part of the organizational culture Start with full functionality and add enhancements as you go

FOOTER AREA What’s next? Continue to increase adoption Choices and Champions eCheck-in Mobile video visits Group video visits

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