HIMSS - Optimize Your Patient Portal for Patient Engagement

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?’