4.0 PP EHR End User Slides - TSI...

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Patient Portal EHR End-User Training

A health IT web solution brought to you by TSI Healthcare

“helping physicians and computers work better together”™800.354.4205 | [email protected] | www.tsihealthcare.com

Agenda1. Introduction

o Background of Portalo Meaningful Useo Features Overview

3. EHRo Enrollmento File Menu Functions

o Sending Templates/Formso Documents EHR & External

2. Patient Viewo Enrollment/Registrationo Home Screeno Communications

o Messagingo Appointment Requesto Rx Request

o “My Account”

o Reportso Communications

o Messageso Rx Requesto Appointmento Importing Formso Tasking & Forwardingo Exporting Chart Items


o My Accounto Portal Statements - Newo Online Bill Pay- Newo Research Center

4. Patient Adoption & Marketingo Successful implementation

5. Value-Added Implementationo Documentationo Additional Training

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Requirements and Features


INTRO TO PATIENT PORTAL

INTRODUCTION

o IntroductionBackgro ndo Background

o Meaningful Useo Features Overview

o Patient Viewo EHR


o Value-Added Implementation

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NextGen® Patient Portal

o Increased Communication between provider & patientprovider & patiento Ease & Security

o Highest Used Communication Mediumso The internet!


Web Portals- Background

o Around Since Mid ‘90sPart of o r e er da li eso Part of our everyday lives

o Financial Institutions (Online Banking, Stock Trading)

o Government Institutionso Online Shopping

o Healthcare


o Lagging due to previous lack of incentives & need for HIPAA regulations (both issues now solved)

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Why Patient Portals?

o Increasing trend towards seeking information onlineinformation online.o Patients want instant access to personal health

data, billing information, and communication

o Improve the physician practice efficiency, resulting in improved revenues and


resulting in improved revenues and reduced expenses

Why Patient Portals?

o Meaningful Use Measures o Stage 2 requires use of Patient Portal Enrollment > 50% of patients seen

View/Download PHR > 5% of patients seen

Send secure messages > 5% of patients seen


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Admin/Back Office Featureso Scheduling:

o Appointment Requests: Receive patient appointment requests specifying available time, specific providers, and other preferences

o Real Time Booking: Allows patients to enter appointment preferences, search for available appointment times, and book appointments directly from portal

o Appointment Reminders o Available on home page of Patient Portal

o Alerts o If practice has recall letters set-up, alerts are available on home page of

Patient Portal

o Online Statements* NEW FEATUREo EPM system can send electronic copies of patient statements to the Patient

Portal. An email notifies patients when a new statement is posted.


o *Additional fees may apply based on your Patient Portal agreement

o Bill Payment** NEW FEATUREo In conjunction with the Online Statements service, patients can make secure

payment with credit card or electronic checko **Requires agreement with TransFirst, a third-party Payment Processing

Clearinghouse

Clinical Features

o Templates (Online Forms)o Streamlined check-in process, reduce waiting times, save on

administrative costs associated with paperwork and wasted timeo Online Forms: Series of template forms that can be completed by theo Online Forms: Series of template forms that can be completed by the

patient and imported into the patient’s EHR chart

o Prescriptionso Patients can request refills of medications online in a secure mannero Patients can view active AND inactive medications, as well as select their

preferred pharmacy

o Uploading Documents and Imageso Ability to upload EHR documents and EHR images into the patient’s

portalo Provides patients with access to key personal health information, such as

i l l b l


patient plans, lab results, etc.o Documents and Images automatically converted into PDF format

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Patient Features

o Research Centero HealthWise patient research centero HealthWise patient research center

(patient education resources)

o Notifications from Practiceo Select where patient wants

notifications of portal activity to be delivered, email addresses and sms


delivered, email addresses and sms text available

Shared Features

o Secure Messagingo Patients can interact with practice staff members

o For example can contact administrative staff with billingo For example, can contact administrative staff with billing questions or their care provider(s) to understand their symptoms, resolve episodic issues, and seek guidance

o Ability to create generic or specific message recipients and establish routing rules

o Patients receive notifications of portal activity and can set up multiple email addresses and SMS notifications

o Request Health Recordo Ability to view and download summary of health record


o Ability to view and download summary of health record

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Enrollment Workflow

Before we train: Practice Manager/Portal Team Lead to share planned workflow…

What part of visit to introduce to patientso What part of visit to introduce to patientso Check ino Check outo Exam room- always ask if enrolled

o Patientso New Patients (excellent opportunity start from beginning of care)o Established Patients- confirm knowledge of portalo “Push” use

o Suggestions to aid in enrollment completiono Laptop in waiting room


p p go Secondary waiting area

Patient’s perspective from Online


PATIENT VIEW

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Patient Viewo Introductiono Patient View

o Enrollmento Home Screeno Home Screen

o Alerts & Reminderso “My Account”

o Messagingo Appointmentso Renew Medicationso Electronic Statements - Newo Online Bill Pay – Newo Personal Health Recordo Research Center

o EHR


o EHRo Value-Added Implementation

Patient View- Enrollment

o Automatic email sent to patiento Patient can click link sent via email or visit

www nextmd comwww.nextmd.como Patient will need enrollment token to create

account on NextMDo Patient Registration Process

o Patient must complete an initial registration online to complete enrollment

o Email address token & security question(s) are


o Email address, token & security question(s) are required to complete the registration

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Patient View- NextMD Home Screen

o Home Screeno Very intuitive and user-friendlyo Similar to online email. Can navigate from left or top menus.



o Alerts & Appointment Reminders

Vi ibl ho Visible on home screeno Appointment reminders -

show upcoming appointments in next 7 days, will show reminder letter if clicked on

o Alerts – show recall notifications, will display recall letter if alert clicked


on

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o “My Account”o Allows patient to change password, phone #,

email, addresso Patients have option for more than one email

availableo SMS Text Messaging Option

o Enter as email… requires area codeo AT&T – [email protected] Verizon – [email protected] T-Mobile – [email protected]


@o Sprint PCS - [email protected] Virgin Mobile – [email protected] US Cellular – [email protected] Nextel - [email protected] Boost - [email protected] Alltel – [email protected]


o “My Account” (continued)o Patients can change their Care g

Manager/Dependent settings (i.e. terminate Care Manager status, limit/expand Care Manager access levels, etc.)

o Patients can add additional NextMD practice accounts


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LIVE DEMO



o Inboxo Message types marked by icons

o Viewing Documents- arrive as PDF

o Templates/forms are accessed from the message


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Patient View- Communications

o Composing Messagesp g go Categories

o Customizable by practice during Set-Up

o “To:” Fieldo Provider(s) or Generic


Groups (like “Billing Dept.”)

Patient View- Communicationso Request Appointment

o Select Provider o Able to set-up providers or generic groups like “First Providero Able to set up providers or generic groups like First Provider

Available”, “First Female Provider Available”, etc.

o Categories o Practice defined

o Locationo Hours of operation set during Set-Up training

o Reasono Free text entered by patient


o Free text entered by patient

o Priorityo Date preferences

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Patient View- Communicationso Book Appointment (Real Time

Scheduling)o Patient will select Provider, Category, Location,

Reason, Priority, and Date preferences as beforeo Instead of clicking Submit, patient will click

Search buttono System will return open appointment slots to

choose from


o If search returns no available appointment slots, can either submit request or try another search

Patient View- Communications

o Cancel Appointment Requesto If practice responds with another option which

patient doesn’t “want”, patient can cancel request from the message sent/from appointment in “My Appointments” screen

o NOTE: cancellation reasons must be made i ibl i N tMD ( t i Fil M i t )


visible in NextMD (set up in File Maintenance) for this feature to be available

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Patient View- Communicationso Renew Medication

o Select Medicationo Lists active meds

Ch k b i il bl fo Check box is available for patient to see inactive meds

o Select Pharmacyo Please note: NextMD

Preferred Pharmacy will not automatically populate patient’s preferred pharmacy in the EHR meds module

S l t “T ” d


o Select reason, “To”, and comments

LIVE DEMO


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Patient View- Statementso View

StatementsCli k i to Click appropriate statement date to view copy of statement in popup window

o Patient may either print or


delete statement

Patient View- Online Bill Payo To Pay Bill Online

o From Pay Statements window, click Make a Payment button

o Patient enters payment and credit card information

o Receipt generated f


for patient

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LIVE DEMO


Patient View- PHR Requesto Personal

Health Record RequestRequesto To request

PHR, click Request Latest Personal Health Record button

o System


yautomatically generates PHR

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Patient View- PHR Requesto Viewing

Personal Health Recordo Click My

Medical Record link

o Click different categories to see results for each section

o To export,


o To export, select appropriate report and click Export button

o Creates PDF

Patient View- Research Centero Patient Education Module

o Interactive symptoms toolso Educational articleso Uses third-party health resources (HealthWise®)


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LIVE DEMO


Patient Portal Functionality for EHR End User


NEXTGEN EHR & PATIENT PORTAL

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EHRo Introductiono Patient Viewo EHR

o Enrollmento File Menu Functions

o Sending Templates/Formso Importing/Revoking Templates/Formso Documents

o Communicationso Messageso Standard Responseso Rx Requesto Appointmento Tasking & Forwarding


o as g & o a d go Importing Forms

o Value-Added Implementation

EHR- Enrollment

o Managed from Patient’s Charto File > NextMD > Enrollment >

Manage EnrollmentEnrollment dialog bo appearso Enrollment dialog box appears

o Content same as EPMo Must enter patient’s email addresso Must provide token number to patient or

print enrollment lettero Can attach itemso Can add internal practice commentso Can add care managers and/or

dependentso From File > NextMD > Enrollment,

may also Lock or Unlock patient


may also Lock or Unlock patient

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EHR- Enrollmento Enrollment Management

dialog box can also be accessed from patient search window:search window:o Search for patiento Right click on desired

patiento Select “Manage NextMD

Enrollment”o Will open the Enrollment

Management dialog box


Enrollment Management ScreenFields in the Enrollment Screen:o E-Mail Address and Token Number

o Required for patient to create patient portal accounto Attachments

Practice can send new paperwork to patient’s portal when enrollingo Practice can send new paperwork to patient s portal when enrollingo Available attachments will be selected during Set-Up and Admin Trainingo Attachment types discussed later in this training

o History & Commentso Automatically tracks patient’s enrollment historyo Practice can add free text comments regarding patient’s enrollment

o Adding Care Managers & Dependentso Parents, Guardians, and care managers can manage other dependent patient’s

accountso Care Manger & Dependents Access Details


o Allows practice/patient to determine security access to various functions for the care manager/dependent

o Practice can print an enrollment letter (or use a reminder card)

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EPM- Enrollment Management Screen

Adding Caregivers & Dependents•Parents, Guardians, and care managers can manage other patient’s accounts•Data shown in other fields is based on which account is selected (highlighted in dark blue)

E‐Mail Address•Required for portalHistory & Comments

•Tracks patient’s enrollment history•Practice can add comments regarding their enrollment

Caregiver/Dependent Access Details•Sets security

i i f


Attachments•Practice can send new paperwork to patient’s portal when enrolling•Available attachments will be selected during Set‐Up and Admin Training•Attachment types discussed later in this training

Enrollment Token• 8 digit number required for initial enrollment

restrictions for caregiver/dependent access

LIVE DEMO


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EHR- File Menu ItemsOnline Template Forms

o Templates which can be sent to patient

o Populate EHR as structured data (KBM 7.8 or higher)7.8 or higher)

o Expected with KBM 8.0 o Customizable Past Medical History,

Surgical History, Family History, Medications, Allergies and Chronic Illnesses.

o File > NextMD > Online Formso Send- allows provider to send to patiento Import- shows all forms patient has

imported (discussed in depth later)o Revoke- remove forms sent to patient


EHR- File Menu ItemsOnline Forms

o Available Template Formso Demographics

o KBM 7.9.1: nxmd_demographics –added race, ethnicity, primary language (and corresponding ids) Fields are mapped to EHR & EPMcorresponding ids). Fields are mapped to EHR & EPM.

o Family Historyo Health Maintenanceo Meds & Allergies

o Populates allergy template. Meds have to be entered to meds module manually.

o Past Medical Historyo Chronic Illness

Social Historyo KBM 7.9.1 Nxmd_social_hx: added more questions for smoking status. If meaningful


use config settings is checked, smoking status will be updated based on questions patients answer.

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EHR- CommunicationsImporting Forms

o Two ways to import forms into a patients chart.o Go to patient’s charto Go to patient s chart

o 1. Click file>NextMD>Online Forms>Import Online Forms – the Review Completed Online Forms dialog box will display.

o Staff may review each template individually or accept all

o 2. Double Click on the Online Forms inbox option from the inbox

o Double click on the forms you wish to open>review the forms>click Accept and Import individually or all together

o Forms can also be rejected or revoked


** NOTE: On Demographics form, patients MUST have selected appropriate Race, Language, and Ethnicity. If any of those missing, must reject Demographics form

LIVE DEMO


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EHR- File Menu ItemsDocuments

o Documentso Can upload any

EHR documentFil N tMDo File > NextMD > Documents

o Documents are listed by encounter date

o Sent to patient as PDF

o May send multiple documents at


one time, add external documents, and add additional comments

EHR- CommunicationsExporting Chart Items

o Alternatively, you may also export documents by:

L ki ti to Looking up patiento Right clicking on the desired

item o Clicking Send to NextMDo The NextMD Document

Export dialog box will displayo Entering a comment and/or

standard response and click sendClicking OK to complete the


o Clicking OK to complete the process

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EHR- Posting Patient Plano Review of Patient Plan (MU clinical summary

doc)o To generate the document, after completing the visit,

either:o Click the Patient Plan button on the SOAP template, ORo Click the documents button on the history toolbar and select

Patient Plan

o After the patient plan is generated and is displayed in the history bar, it can be uploaded to NextMD:


y , po Right click document and click Send to NextMD

LIVE DEMO


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EHR- CommunicationsMessages

o Messages will arrive in workflow boxo Workflow box icon types

o Priority level read/unread/reply Charted Completedo Priority level, read/unread/reply, Charted, Completed



o Options within messageo Sendo Send & chart

o ***Defaults to locked encounter unless you select otherwise from drop-down menu***

o Replyo Forwardo Add to Chart

o New locked, new unlocked, original, or recent encounters


o Send Tasko Open Chart

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o Messages can be sent to Patients, Users, or a group of patients (using


g ( greport)

o Reports can be used to send broadcast messages to patients

o Medication recallso School physical reminderso Vaccination (Flu shots, etc.)

reminderso Can use memorized

(“saved”) report or create


( ) pnew report

o To use memorized report, click Add Report

o To make new report, click Report Filter

EHR- CommunicationsRx Request

o Appear in the NextMD inbox of the workflow windowo The following options are available to EHR staff from

ithi th R lwithin the Rx renewal messageo Respond

o Discussed on next slideo Add Commento Printo Forwardo Send Task

o If you would like it to appear in your/other staff task list


o Open Chart

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EHR- CommunicationsRx Request

o Responding to Rx requestsClick respond > Opens Respond to Patiento Click respond > Opens Respond to Patient window

o Note: by default, Rx is approved

o To reject, click the “approved” active texto Enter additional comments in the text field

o Standard responses are available


o This is ONLY a communication! Must still use the meds module to track and send Rx

EHR- CommunicationsAppointment Requests

o Double click on the request from the appointments folder of the NextMD inboxappointments folder of the NextMD inbox

o The Appointment Request dialog box displays

o From here you can forward, assign, add a comment, or go to the patient’s charto Click Send Reply to keep appointment in Pending

Status or click Schedule Appointment to Book


Status or click Schedule Appointment to Book Appointment

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LIVE DEMO


EHR- CommunicationsTasking Items

o First, open the New Task dialog box through one of the following methods:following methods:

o Select an item from an inbox in the NextMD communications window and click the Add To Do button

ORo Right Click an item from

an inbox and select Send Task to…

ORo Open a message,


o Open a message, request or online form and click the send task button

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EHR- CommunicationsTasking Items

o Next, the New Task dialog box will pop-up:o Fill out the box (due date,

Priority, Subject, and Description

o Click the Assign To Button - the Select Task Recipients dialog box displays

o Select the users or groups


C

groupso Click OK to return back to

the New Task dialog boxo Click Add to assign the

task

EHR- CommunicationsForwarding Items

o To Forward an item:A th N tMD i bo Access the NextMD inbox from the workflow window

o Double click on a request or form from the inbox

o The selected item will display in a pop-up window

o Click the Forward buttono The Forward Item dialog


o The Forward Item dialog box displays

o Select the user or groupo Enter the message in the

Message sectiono Click Send

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EHR- CommunicationsCharting Items

o Charting Itemso Access the NextMD inbox from the workflow windowo Access the NextMD inbox from the workflow windowo Select an inbox message or requesto Click the Add to Chart button (message is added to patient chart as a

new locked encounter)o Can also add to the patient chart by right clicking on the

message>clicking Add to Encounter>select the type of encounter you wish to add it to (locked, unlocked, or add to an existing)

o When sending a message to a patient, you can add to their chart by clicking the Send and Chart button


g

LIVE DEMO


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PATIENT ADOPTION &


MARKETING

Patient Adoptiono “Push” Patient Portal use

o Patient adoption rate is directly proportional to your efforts to enroll patientso Staff buy-in = patient buy-in

o Be excited about portal when explaining the use to patientso Use it to your advantage to become even more efficient than

you are alreadyo Example use of portal templates (online forms) to document past medical

history, smoking status, etco Remember--Meaningful Use Measures for Stage 2 require

portalo Enrollment > 50% of seen patientso View/Download PHR > 5% of seen patients


o View/Download PHR > 5% of seen patientso Send secure messages > 5% of seen patients

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Marketing

o Marketing Ideaso Marketing Portal to patients is KEY

o Over 15 ideas available in your Patient Portal implementation guidebook

o Establish Game-Plano Practice manager/Portal team lead to share


o Practice manager/Portal team lead to share plans

A New & Redeveloped Client-Centered Approach


Value Added Implementationof NextGen® Patient Portal

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Additional Resourceso Attend more Patient Portal End-User

Training sessionsgo Contact [email protected] to schedule

o Presentation materials & user guideso All available on our Client Area page

o www.tsihealthcare.como Click Client Area

U i li


o Username: tsicliento Password: tsihealthcare

Client-Centered Outreacho Starter Kits

o 1000 Informational Literature cards

o 1000 Reminder Cardso 1000 Reminder Cardso Mailed after first training

o Also Availableo Posters (not included in starter

kit)o Reorder

o Online- Visit our new online store in the client area of our website

o Contact


[email protected] discounted rates.

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Informational Literature


Actual Size: Standard post card

Reminder Cards


Actual Size: Standard Business Card

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Educational Posters


HANDS-ON TESTYour turn to drive!


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Next Stepso Train remaining staff (if applicable) and complete Patient Roll-out o Educate and enroll patients in the Patient Portal

o Starter Kit – our gift to you to assist in the patient education and enrollment process

o To Reorder educational materials reminder cards or to order posters emailo To Reorder educational materials, reminder cards, or to order posters, email [email protected] for discounted rates or order online from our new online store in the client area of our website

o Attend additional Patient Portal End User trainings as necessaryo Contact [email protected] or your Patient Portal trainer to

schedule additional trainingso Download Documentation

o Patient Portal training slides, user guides, and additional materials may be downloaded from the TSI website

o Links for the downloads are located on the Client Area Page:


o www.tsihealthcare.com > click Client Areao Username: tsiclient Password: tsihealthcare

QUESTIONS?


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