Asian Pacific Health Care Venture, Inc. Engaging Diverse Communities in Health: Patient Portal Challenges and Strategies Poppy Osti, E.H.R./PCMH Program Manager

Implementing Patient Portal Goal: Improving patients’ quality of care Goal: Meet related PCMH and Meaningful Use requirements Objectives: enroll at least 50% of patients and have at least 5% using secure messaging

About APHCV APHCV operates 4 sites: Los Feliz (LF), El Monte/Rosemead, Belmont, & John Marshall High School (JMHS) Over 14,000 unique patients with almost 40% that have language barriers 8.5% JMHS, 24% Belmont, 38% LF, 58% El Monte

Top 10 Languages LanguagePercent of patients ID’d as having language barriers Thai30% Spanish17% Khmer14% Vietnamese10% Mandarin5% Bengali4% Japanese4% Cantonese4% Tagalog1% Korean1%

Patients That Have Valid s Preferred languagePercentage of patients by language English42% Thai22% Spanish14% Japanese55% Mandarin39% Khmer13% Vietnamese13% Bengali27% Tagalog26% Korean27% Cantonese21%

Patient Portal Pilot at El Monte/Rosemead 58% primary language NOT English 24% Vietnamese, 12% Mandarin, 8% Cantonese, 6% Spanish Pilot launched July 21, 2014 All features in NextGen, including both real time and integrated appointment system

Patient waiting room education and enrollment services Care Team Front Desk Educational brochures

Current Patient Portal Data Almost 3 months 215 unique patients enrolled (20% patients) 149 completed registration (70% of enrolled) 9 patients use secure messaging (<1%)

Active User Profile Patient age range: 7 months to 64 years old Most college educated Most with English proficiency Vietnamese, Chinese, Hispanic, Pilipino Reasons for messaging: medical questions, appointment requests, refill, flu shots

Patients’ Reasons for Not Enrolling Not good with technology No computer Website not in language No s

Patient Feedback Features most likely to use: appointments, medication, secure messaging Seems convenient; easier than navigating the phone system Complicated log in process Portal is not in their language 62% access via computers, 32% via phone, 6% via tablet

Comparing Strategies A: Portal Team, daily; Care team directs to Portal Team B: Portal Team, 2 days/week; Front Desk provide token to those interested C: No Portal Team; Front Desk provide token to those interested only D: No Portal Team; Front Desk provide token regardless of interest

Comparing Strategies ABCD %72%25%36%

Strategies Patient Portal Team Front Desk enrolls all patients Patient online access in waiting room to complete registration and receive education Care Team recommendation