getting your patients on the portal: if you build it, they will come....with a little help
DESCRIPTION
Reid Archer, Senior Clients Relationship Manager, Medfusion Hilary Bias, Systems Administrator, Kansas City Bone & Joint Amy Roberts, Assistant Systems Administrator, Kansas City Bone & Joint Getting your patients engaged in their healthcare requires a combination of an excellent user experience, staff and provider engagement, and sometimes a little creativity and fun. Come hear stories of triumph and lessons learned from a panel of Medfusion Patient Portal clients as they share their own experiences on how to get patients using and coming back to the patient portal. They will reveal ways they have engaged their unique patient populations (seniors do use the portal), out-of-the-box ideas to get staff buy in, and their own secrets to success. Objectives: •Creative ways to get your patients to register for the portal •Peer best practices on how to get patients coming back to the portal •Why it all begins with staff engagementTRANSCRIPT
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www.medfusion.com 1CONFIDENTIAL
IF YOU BUILD IT, THEY WILL COME…WITH A LITTLE HELP
Amy Roberts Assistant System Administrator
Hilary Bias System Administrator
Kansas City Bone & Joint ClinicA division of Signature Medical Group of KC
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www.medfusion.com 2CONFIDENTIAL
PEOPLE ARE ENGAGING, BUT ARE THEY ENGAGING WITH US?
Looking for Health/Medical Information is one of the Top 5 Things People Do Most Online (Pew Internet Study, December 2011)
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WHY DO WE NEED TO
ENGAGE?
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ANOTHER MU MEASURE ON
ENGAGEMENT…
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BOTTOM LINE IN BARE BONES
The bottom line… patient’s will need to engage with us too.
We need to have patients on our patient portal
How to get there?
Social Sites Blog Website Portal
AND- it’s working
We have over 22,500 patients on our portal
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THE EPATIENT 101
Social media- engage, engage, engage
Blogging
Fabulous website
Easy to use portal with timely response from staff
Make the ePatient experience a reflection of your Patient experience- Great
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SO LET’S TALK
SOCIAL
Have you joined the conversation?
Twitter, Facebook, YouTube, Linked In, Pinterest, Instagram, and on and on…
Do you want to increase your website traffic?
Do you want more patients?
Do you want more people on your portal?
Do you want people to look to you for reliable information?
Do you want to support a cause?
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MMM….bacon! #CHUGChat
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WHAT TYPE OF CONTENT AM I GOING TO PUT OUT THERE??
Mixing it up is key- Make it fun tooEducational Content – curated or written by EP
Tagging/RT others
Community Involvement
Promoting events
Fun staff activities
Trivia
Current events
Holidays
Patient Stories
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BECOME A BLOGGER
FAQs
Curated Content
Life changing patient stories
Invite guests
Prevention tips
Hot topics
Staff spotlights
Seasonal
Technology
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BLOG
ABOUT IT
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BLOG
ABOUT IT MORE
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E-PATIENT FRIENDLY WEBSITE
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GET THEM TO
THE PORTAL
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WHAT YOUR PORTAL
NEEDS TO DO
Secure messaging
Interface with your GE product
Export CCDA document
Allow the ability to view, download or transmit
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USE
CONNECTION CARDS
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THROW
A PARTY
Surf the Web Luau Party
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TALK ABOUT IT
ALL THE TIME!
Staff Emails “Hilary’s Hints”
Scripting for templates in scheduling
Posters on back of doors in exam rooms
Screen savers in rooms
Checkout staff
E-Newsletter blast
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KEEP THE LIGHTS ON
Patient Engagement- not an on/off switch
Staff and physician engagement
Have providers suggest portal
Change Patient and staff behavior
No more ‘we have done it this way for 20 years’
Integrate into workflows
Send test results
Follow up on treatment
Ask staff for ideas
Constantly EVALUATE HOW YOU ARE DOING!
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HOW ARE WE DOING?
GOOGLE ANALYTICS
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HOW ARE WE DOING
IN SOCIAL?
Facebook Insights and Analytics
Pin Puff for Pinterest
Social Bro for Twitter
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MONTHLY
MEETINGS
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GET YOUR STAFF
INVOLVED
Meet with departments to discuss creative ways to get the patients on-line
Find out what patients are saying
What questions are they asking?
Contests?
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LISTEN TO
YOUR PATIENTS
“The online patient portal is terrific and the social media exposure is great. My initial experience was very positive…. everything is SO efficient….An efficient office means services won't be missed, good job!”
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THANK YOU
Visit the Medfusion booth for more great ideas to improve patient engagement!