Patient engagement in a world of mobile technology

Making Healthcare Remarkable

R. Henry Capps Jr., MD, FAAFP, senior VP of physician services & CMIO of medical group Novant Health

Keith Griffin, MD, CMIO of medical groupNovant Health

Novant Health

FPO

Bringing together world-class technology and clinicians to provide care that works with patients’ schedules, preferences and needs. Creating a healthcare experience that is simpler, more convenient and more affordable, so that our patients can focus on what really matters:

getting better and staying healthy.

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Ambulatory EHR Implementation

400 clinics live on EHR

Converted 28 legacy EHR systems

Original rollout plan of 5 years but completed in 2 years

15 percent under capital budget

HIMSS Stage 7 Ambulatory Award

Using technology

To engage patients in bold and innovative ways

Not feeling right Schedule first available appointment in 2 weeks Begin to feel worse ER Hypertensive emergency Home Follow up if I remember

FOOTER AREA

The old patient experience

Not feeling right Schedule online appointment with PCP same day Hypertension Send vitals through MyNovant to track results of new medication Send email to your doctor with a question Video visit follow-up Establish personalized wellness program

FOOTER AREA

The new patient experience

Patient engagement philosophy

Novant HealthMaking healthcare remarkable

Empowerment

Simplicity

Convenience

We made MyNovant part of the DNA of our EHR rollout

MyNovant

More than 300,000 registered MyNovant users

FEB 12 JUN 12 OCT 12 FEB 13 JUN 13 SEPT 13

NOV 13

DEC 13 JAN 14 FEB 14 MAR 14

APR 140

20,000

40,000

60,000

80,000

100,000

120,000

140,000

160,000

180,000

200,000

220,000

240,000

260,000

280,000

300,000

320,000

51,000

Incoming patient emails through MyNovant each month

3 million

Results released through MyNovant in last year

9 million

Dollars saved by releasing results through MyNovant in last year

25,579

Appointments made online in twelve months

486,001

Dollars saved from appointments made online in last twelve months

95

Percent of appointments that were made online were completed

20,639

Mobile app users

579

Number of e-visits completed in the first 5 months

1.3 million

Dollars collected in first 4 months of MyNovant online bill pay

12

MyNovant patients over the age of 100

Patient engagement tools

FPO

MyNovant:Enhanced patient portal

MyNovant:Enhanced patient portal

Open scheduling New patients are able to directly schedule an appointment online with all primary care providers who are accepting new patients

Integrated and automated health reminders Patients receive personalized reminders about needed care ranging from routine preventive care to disease based population health recommendations

Preregistration

Patients are able to preregister for appointments at physician clinics as well as hospitals visits or procedures

E-visits are available for patients suffering from:

• Sinus problems

• Red eye

• Diarrhea

• Cough

• Vaginal discharge

• Urinary issues

Evidence-based

Integrated patient education

MyNovant:E-visit

Novant Health launched virtual venues of care in primary care offices for appropriate office visits

MyNovant:Video visits

MyNovant:Online bill pay

Allows patients to:

• See account details

• View last payment

• View outstanding balance

• Pay medical bills

MyNovant:Mobile app Patients are able to view test results, send a message to their provider, schedule an appointment, refill prescriptions, view health reminders, access their health summary and pay their medical bills through the mobile app

MyNovant:Customer service request

Allows patients to submit a:

• Billing, account or benefits issue

• Claims issue

• Compliment/complaint

• Website issue

Online chat

We have had tremendous success around the online chat feature that provides patients an easy outlet for customer service and billing questions

Lessons learned

Ensure patient engagement tools and messages to patients are simple

Make MyNovant part of the organizational culture

Start with full functionality and add enhancements as you go

FOOTER AREA

What’s next?

Continue to increase adoption

Choices and Champions

eCheck-in

Mobile video visits

Group video visits

Let’s chat