Transcript Deborah Myers, M. Mgt, CCPE - Midwest Reproductive Symposium

A Doorway to Understanding
Your Patient Through Electronic Medical Records
MRS Business Minds Program June 11-13, 2015
Deborah Myers M.Mgt, Director of Operations
TCART Fertility Partners, Toronto, Canada
Patient Relationship
Management (PRM)
CRM eCRM PRM
Customer Service
Security
Confidentiality
Expectation
Patient engagement
Tracking
experience, identify opportunities
and
identity failures
Priority to always have access to
YOU
OBJECTIVES
•To better understand the
advantages of total transparency
and the high level of trust for the
physician, the clinic and most
importantly the patient.
•Demonstrate the advantages of
secure communication, trust and
patient relationship
management.
•Why your patients are already
fans, your competitors are early
adaptors and why your staff can
feel empowered with the
quintessential of best practice.
•To keep the relationship in a
constant state of motion with a
continuos open exchange between
the patient and the clinic
Re-engineering
• “A main precept of reengineering
dictates that change should be made
with the customer front and center, and
when it comes to health care, the patient
is the customer.” Champy/Greenspun
(2010).
• A real response to the experience with a
real objective. How reengineering our
thinking with clear language could be the
answer.
• How today's EMR portal becomes a
question of action that implements a
process to make continuous changes to
increase the value of the patient
experience.
BACKGROUND & EARLY
ADAPTERS
• 1960 - Start of EMR Dr Weed
• 1970-1980 Several electronic health
records were developed incorporating
the minds of the educational & research
institutions like Harvard and Duke
• 1990 Veterans Health Administration
(US) 152 Hospitals + 800 Community
clinics 8.3 million veterans
• 2014 US Government rolled out financial
incentive programs to engage patients
online
Why a patient
relationship is important
• A well‐established patient relations
structure and process, supported by the
right personnel, is key to identifying
gaps between patient expectations and
experiences of care, and managing
perceptions of patient expectations and
quality of care (Gilly et al, 1991).
THE NEED
1.Information that is meaningful
2.Easy access for patient review for data integrity
3.Dashboard information about prescriptions that
combine pharmacy information and clinical information
4.Appointment scheduling
And 5 things she’d ideally like to see in a patient portal:
•Details about my next appointment
•Wellness tips
•Access to home health through telemedicine solutions
•Customized decision support via nationwide clinical
data repositories
•Patient exchange of information
THE NEED
“Is this what we really want
in a patient portal?”
( John Lynn )
What about the care team, the doctor?
Patient Portal - Everyone is doing it - are
you?
The Growth of Blue Button
MyHealtheVet
First:
Register for My HealtheVet Account
Second:
By validating their identification for
privacy and security
and include:
appointment information
prescriptions and medications
lab results
vital sign and readings
military history
Industry Specific Design
Collaborative designed by industry
experts and leaders
Adding features such as:
Key Performance Indicators (KPI)
Detect Patterns
Discover Outcomes
Gain Insights
80/20 brand differentiation
THE PLATFORM
360 degrees
ingest digest respond
patient input
patient extraction
clinic input
clinic extraction
Real Time - NOW
Making it meaningful with benefits and value
Use your portal to communicate the right
messages
collaborative sharing
incorporate SMS texting
links to your website with additional education
listen to your patients needs!!
THE PLATFORM - the individual
91% would use self service
and
72% prefer text vs phone ( IBM)
know me
make it mobile
let me do it
make it social
fit into my life
save me time
make me smarter
help me discover
ALL IN OR NOT AT ALL
Acquire the tools and strategies to promote organizational efficiency,
productivity and profitability
Ensure buy-in from all departments with the training and support systems
Customer journey and mapping (cross functional teams) high powermapping level
What is the customer saying ( mapping the external vs the internal ) tools for
staff internally as well as the patient
This is a journey for both the patient and your staff
SCALABLE
Continuous evolvement of information between patient and the clinic
Exchange of information
Sharing of information
Does the portal balance both the personal touch and the IT platform
Is it adaptable to your business
Passion Capital
Take Action with patient relationship
management
Feel Empowered in your role as a leader
and Empower your front lines
Start to listen and then engage
(internal and external)
Identify opportunities for process and
system improvement
Identify common failure points
There needs to be an ROI at the end of this
journey and most of all a satisfaction
guarantee from your staff to your
patient.
Power Shift
Undergoing a power shift from
brand to consumer
the relationship revolution the patient rules
Value proposition
true self service increase
customer interactions
improve consumer satisfaction
This can drive loyalty
A passion capitalist is a transformational
leaders who uses the seven principles to
create passion capital for his/her career,
company, case, or country (Paul Alofs Passion Capital)
EMR Understanding Can Enhance Your Doorway
To Patient Relationship Management
• High Level of Trust
• Secure Communication
• Staff Empowerment