1. 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

2. 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

3. 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”

4. Patient Satisfaction

5. 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

6. Positioning is key!
Patient not engaged
Patient engaged

7. 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.

8. 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.

9. 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

10. Applications & hardware

11. Software Paid EHRs Free EHRs MediTouch NueMD AdvancedMD CareCloud
Practice Fusion

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

13. Training & Rollout

14. 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

15. 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?)

16. 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?

17. Rollplay

18. Keagen Brown, MBA, CPHIMS
Questions?
Keagen Brown, MBA, CPHIMS
Developing a Sense of Webside Manner
VITAS Healthcare