himss - optimize your patient portal for patient engagement
TRANSCRIPT
Optimize Your Patient Portal to
Grow Revenue, Capture Savings, &
Enhance Patient Engagement
November 6, 2014
Establish a Framework for
Business and Patient-Driven Decisions
Quantify Your Opportunities by
Asking the Right Questions
Address Common Shortcomings
with Your Patient Portal
Collect Patient Reported Outcomes to Answer
‘What’s Best for Patient / Payor / Provider?’
Establish a Framework for
Business and Patient-Driven Decisions
Quantify Your Opportunities by
Asking the Right Questions
Address Common Shortcomings
with Your Patient Portal
Collect Patient Reported Outcomes to Answer
‘What’s Best for Patient / Payor / Provider?’
Increase Revenue
More Services
More Patients
Incentives
Patient Responsibility
Capture Savings
Labor
Non-Labor
Engage Patients
Patient Activation
Culture
Patient-Provider Collaboration
4
Increase Revenue
More Services
More Patients
Incentives
Patient Responsibility
Capture Savings
Labor
Non-Labor
Engage Patients
Patient Activation
Culture
Patient-Provider Collaboration
5
More Services
More Patients
Incentives
Patient Responsibility
6
What opportunities are you looking for to grow
portal-generated revenue?
7
8
9
Rise.us$15 / week
More Services
More Patients
Incentives
Patient Responsibility12
How are you encouraging referrals through your portal?
How do prospective patients find you?
Meaningful Use
Recording and Reporting
Care Coordination and
Patient Engagement
1
2
view, download and transmit
communicate with providers via secure electronic messaging
11% DEDUCTIBLES 11% DEDUCTIBLES 8% DEDUCTIBLES
Family Practice
Orthopedic Surgery OB / GYN
Capture Patient Responsibility
Increase Revenue
More Services
More Patients
Incentives
Patient Responsibility
Capture Savings
Labor
Non-Labor
Engage Patients
Patient Activation
Culture
Patient-Provider Collaboration
16
Are you providing online scheduling and appointment reminders pushed to patient’s mobile
devices?
Reduced
No-Shows
Is your staff spending a significant amount of time communicating
via phone?
Paperless Billing
Questionnaires
$3 savings
time, paper, postage
Increase Revenue
More Services
More Patients
Incentives
Patient Responsibility
Capture Savings
Labor
Non-Labor
Engage Patients
Patient Activation
Culture
Patient-Provider Collaboration
21
ActivationPatients are willing
and able to manage
their
health & care
22
Patient Engagement
Patient Engagement
Cultureof the organization that
prioritizes &
supports patient
engagement.
23
Patient Engagement
Collaborationbetween patients and
providers to design,
manage and achieve
health outcomes.
24
%
HigherHealth Policy Brief: Patient Engagement, Health Affairs February 14, 2013
25
Patient Engagement
26
Highest use of their
patient portal was by 50-
to 70- year-old
patients with multiple
chronic conditions
Surgical
Conversion
Rate
=
# patients
electing for surgery within 6 months
# scheduled patients
Activated
I log in because
I need to
Engaged
I log in because
I want to
28
Activatedtest results
scheduling
immunizations
bill pay, online statements
29
Engagedpatient reported outcomes
e-visits and video visits
specialty dashboards
patient goals
Establish a Framework for
Business and Patient-Driven Decisions
Quantify Your Opportunities by
Asking the Right Questions
Address Common Shortcomings
with Your Patient Portal
Collect Patient Reported Outcomes to Answer
‘What’s Best for Patient / Payor / Provider?’
How can I figure out what is the business case for portals, beyond everyone is implementing them, and how do I maximize that business value?
32
Patient Enrollment
≠ Activated patient
≠ Engaged patient
Read Message
14,000
Did Not Read
16,000
14,000
30,000 Total
Patients Messaged
Where Patients Are
In Enrollment Process
Where Patients
Entered The Process
Enrolled
11,000
Not Enrolled12,000
9,000
%
Unrecovered34
The Advisory Board Company, Financial Leadership Council 2007, "Cultivating the Self-Pay Discipline."
Total collections through portal
Cost per collection
# of statements sent before collection
Total patient responsibility collected
How much of that unrecovered self-pay revenue can we capture by optimizing the
patient self-pay experience?
“ What counts that we
are not counting? ”
38
Chip ConleyHead of Global Hospitality
airbnb
“ What is the smallest
subset of the problem
we can usefully solve? ”
Paul Graham
co-founder of Y Combinator
39
“ What should we stop doing? ”
Peter Drucker
management expert & author
Establish a Framework for
Business and Patient-Driven Decisions
Quantify Your Opportunities by
Asking the Right Questions
Address Common Shortcomings
with Your Patient Portal
Collect Patient Reported Outcomes to Answer
‘What’s Best for Patient / Payor / Provider?’
200Representatives
170Organizations
42
Director41%
Administrator13%
Analyst6%
Manager16%
Executives24%
FollowMyHealth
Intelichart
Allscripts
NextGen
eClinicalWorks
InteHealth
Kryptiq
Medfusion
MedSeek
Cerner – 17%
Meditech – 15%
Epic – 9%
RelayHealth – 8%
50%50%
Streamlined Patient Enrollment
Functionality for Specialists
Bill Pay
Ability to Modify Data
Streamlined Patient Enrollment
Functionality for Specialists
Bill Pay
Ability to Modify Data
46
Enroll
• Lower enrollment barrier
• Capture verification investment quickly
Activate
• Initiate e-visit
• Pay bill
• Schedule appointment
• Sign up for paperless billing
Engage
• Reconcile medications list
• Complete questionnaire
• Set a goal
Increase Revenue, Capture Savings, Engage Patient
Streamlined Patient Enrollment
Functionality for Specialists
Bill Pay
Ability to Modify Data
Dermatology E-Visits
24 hours or less
$40
48
Hit the Big Ones
Pregnancy
Cancer
Chronic Conditions
Streamlined Patient Enrollment
Functionality for Specialists
Bill Pay
Ability to Modify Data
53
Remind patients to pay
Make it easier to pay
Hospital
Billing
Primary Care
Billing
54
Streamlined Patient Enrollment
Functionality for Specialists
Bill Pay
Ability to Modify Data
Which attributes and functionalities fall within Basic, Advanced and Transformative categories?
Basic
Messaging
Test Results
Medication Renewals
Advanced
Scheduling
E-Visits
Video Visits
Transformative
Patient Reported
Outcomes
Patient Goals
Kilimanjaro Goal
Establish a Framework for
Business and Patient-Driven Decisions
Quantify Your Opportunities by
Asking the Right Questions
Address Common Shortcomings
with Your Patient Portal
Collect Patient Reported Outcomes to Answer
‘What’s Best for Patient / Payor / Provider?’
Patient Name Patient
portal
status
Need to
distribute a
tablet?
Questionnaires
to fill out
Chris Walters Active Yes VR-12
Oswestry Form
Liz Smith Not enrolled Yes VR-12
ACL-RSI
SANE Rating Form
Portal, At Home 6%
Tablet, In-Clinic94%
475
Incorporate tablets into your go-live.
What's one question you're not currently asking at your organization, but should be?
What's one specialty area your portal can help support by engaging patients more effectively?
What’s your first step when you arrive back at work?
Takeaways
Establish a Framework for
Business and Patient-Driven Decisions
Quantify Your Opportunities by
Asking the Right Questions
Address Common Shortcomings with Your Patient Portal
Collect Patient Reported Outcomes to Answer
‘What’s Best for Patient / Payor / Provider?’