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Patient Portal Use Rising Rapidly

Posted on October 25, 2017 I Written By

Anne Zieger is a healthcare journalist who has written about the industry for 30 years. Her work has appeared in all of the leading healthcare industry publications, and she’s served as editor in chief of several healthcare B2B sites.

A new study has concluded that patient portal use has shot up over the past few years, with a substantial majority of patients reporting that they use provider portals if possible.

The purpose of the study, results of which was published in Perspectives in Health Information Management, was to examine how healthcare consumers saw their interactions with provider portals, their use of personal health records and their take on the process of releasing health data.

According to a 2015 study cited by the article’s authors, 53% of HIM professionals reported charging consumers for both electronic and paper copies of their health information. Thirty-eight percent said they had a patient portal, but less than 5% of patients were using it.

Over the last two years, however, the picture has changed a great deal. Researchers conducting the current study found that only 10% of consumers were charged for their health information. In addition, 49% reported that they maintained a personal health record. Eighty-three percent of respondents said that their providers had portals, and 82% said that they were taking advantage of their provider’s portal where available.

Patient uses for portals included viewing lab results (35%), requesting medication refills (19%), requesting appointments (22%), secure messaging (19%) and other (5%). Among portal users, 53% were very satisfied and 38% were satisfied with their experiences.

Meanwhile, 49% of respondents said they maintained PHRs, with top record format being combined paper and electronic (46%), followed by paper only (35%), electronic only (18%) and other (1%).

It’s important to note that the study population was especially healthcare-savvy. Participants chosen were campus-based and online students enrolled in a College of Health Professions course, alumni of BA programs in HIM at the researchers’ university, local AHIMA members and the researchers’ family and friends.

The article argues that because the participants were all current healthcare consumers, they were qualified participants. That may be so, but the high concentration of HIM-friendly respondents probably stacked the deck somewhat. (To be fair, the authors admit this.)

That being said, even these relatively sophisticated respondents weren’t completely comfortable with the health data access they had. Complaints cited by consumers included a lack of interoperability between physicians’ offices and electronic PHI, as well as the difficulty of getting data into the portal or updated when already present. Others reported having concerns about health data security.

All told, it looks like the hoped-for growth in patient health data use is taking place over time. I suspect that a direct comparison between less-informed consumers from 2015 and today would show less pronounced changes, though.

 

MGMA17 Day 1 – Drawing Inspiration from Consumer Experience

Posted on October 9, 2017 I Written By

Colin Hung is the co-founder of the #hcldr (healthcare leadership) tweetchat one of the most popular and active healthcare social media communities on Twitter. Colin speaks, tweets and blogs regularly about healthcare, technology, marketing and leadership. He is currently an independent marketing consultant working with leading healthIT companies. Colin is a member of #TheWalkingGallery. His Twitter handle is: @Colin_Hung.

Last night, attendees celebrated the opening of the Medical Group Management Association’s annual conference (MGMA17) in Anaheim CA with a block party that featured local food trucks instead of traditional food-stations. This welcome twist allowed attendees to sample small portions from several vendors.

The block party was a reflection of the exhibitor reception that happened earlier in the evening. With just 90 minutes, attendees could only sample a small portion of the 300 vendors that filled two halls in the Anaheim Convention Center. Despite that short amount of time, a key theme emerged – consumer experiences are serving as inspiration for HealthIT companies.

Ken Comée, CEO of CareCloud, summed it up this way: “Patients have high expectations from their healthcare providers now. They want the same level of service and convenience that they get from Amazon, Uber, OpenTable and banks.”

Prominently featured in the CareCloud booth was Breeze – a recently announced platform developed in partnership with First Data (see this blog post for more details). Comée had this to say about their new platform “If I had to compare Breeze to a consumer experience, I would have to say that it is most similar to checking in for a flight. Very few people check in for their flight in-person at the airport anymore. Almost everyone checks in at home on their computer or via their phone well ahead of their flight. You fill in all the relevant information online and you just show up to the airport and go where you need to go. There’s no paperwork you have to fill out, no need to arrive early…it’s just a smooth seamless experience. Armed with Breeze, our clients can now offer that same airline check-in experience with new as well as returning patients.”

A few booths over, David Rodriguez founder of NextPatient, talked about how OpenTable was one of the inspirations for their online appointment-booking platform. “In today’s world, when a person arrives at the website of a restaurant, they want to be able to see the times when they can make a reservation and they want to be able to click the time they want, fill in no more than 2 or 3 key pieces of information and lock it in. That’s what we offer physician practices – an elegant way to allow patients to click and book an appointment right from the practice’s own website without complex coding.”

Calibrater Health, a company that texts surveys to patients after a visit and creates “tickets” for any responses with a low NPS, was inspired by ZenDesk. Though not technically a consumer-facing application, ZenDesk does help companies forge and manage relationships with end-users by streamlining customer-service workflows, something Calibrater brings to its clients.

Patient engagement vendor, Relatient, drew inspiration from salon experiences. For many years it has been common practice in the salon and spa industries to send customers friendly reminders of their upcoming appointments via voice, text and email. Not only did these reminders reduce no-shows, but they also helped to improve customer loyalty. The Relatient solution brings those same benefits to healthcare organizations.

The night’s most thoughtful story of consumer inspiration came from Aaron Glauser, Senior Director of Product Marketing at AdvancedMD. “If I had to pick a consumer experience that inspires me and that we are closest to, it’d have to be Amazon. When you search Amazon for a product, a lot of matching entries come up – just like searching online for a doctor. You then narrow the search by looking at the star ratings and the reviews. Once you decide on a product, you click in and you decide how, when and where you want it delivered. That’s how patients want to book appointments. With AdvancedMD they can choose an open appointment time and they can even opt for a telemedicine appointment. That’s analogous to whether I want the physical book or the Kindle version on Amazon. Then as a user I get to choose how I want to pay for my Amazon purchase – which we can offer through AdvancedMD.”

Whether its Amazon, Zendesk, OpenTable, a salon or an airline that has served as inspiration. What was made clear on Day 1 of MGMA17’s exhibit hall is that consumer-experiences have become an important factor in the design of HealthIT solutions…and healthcare will be better for it.

Digital Strategies for Improving Consumer Experience – #HITsm Chat Topic

Posted on August 29, 2017 I Written By

John Lynn is the Founder of the HealthcareScene.com blog network which currently consists of 10 blogs containing over 8000 articles with John having written over 4000 of the articles himself. These EMR and Healthcare IT related articles have been viewed over 16 million times. John also manages Healthcare IT Central and Healthcare IT Today, the leading career Health IT job board and blog. John is co-founder of InfluentialNetworks.com and Physia.com. John is highly involved in social media, and in addition to his blogs can also be found on Twitter: @techguy and @ehrandhit and LinkedIn.

We’re excited to share the topic and questions for this week’s #HITsm chat happening Friday, 9/1 at Noon ET (9 AM PT). This week’s chat will be hosted by Kyra Hagan (@HIT_Mktg_Maven) from @InfluenceHlth on the topic of “Digital Strategies for Improving Consumer Experience.”

‘Healthcare Consumerism’ is fundamentally changing the entire healthcare delivery system. Accelerated by the ACA and evolving digital landscape, consumers are taking a more active role in their healthcare management. With this paradigm shift, they expect higher quality care, greater choice and on-demand digital experiences. Like a consumer researching and booking a hotel online, healthcare consumers are ‘comparison shopping’ for the provider that best meets their needs – expecting the same timely, personalized and omni-channel experience they’ve grown accustomed to via the retail and hospitality industries.

However, unlike most industries that are leveraging data to gather behavioral insights and investing in tailored digital marketing strategies, healthcare has been sluggish to adopt new models that recharacterize patients as consumers. In fact, in a recent survey conducted by Gartner, CEOs said that two of their three most immediate technical needs are better capability in digital marketing and customer experience management. Yet, only 14% of healthcare marketing budgets went to digital efforts in 2015, while industries like retail consistently increase digital spend by double-digits annually.

Join this Twitter chat to explore how digital strategies can help hospital and healthcare leaders improve the overall healthcare consumer experience at their facilities.

Reference Materials:

Here are the questions that will serve as the framework for this week’s #HITsm chat:
T1: What do you see as the largest barriers keeping hospitals and health systems from implementing digital strategies? #HITsm

T2: What’s the first thing you’d tell a hospital/health system that is looking to improve its consumer experience via digital? #HITsm

T3: 93% of CMOs feel increased pressure to improve ROI. What digital strategies have you seen to be successful in proving ROI? #HITsm

T4: How can healthcare draw inspiration from other thriving industries like retail and hospitality in the digital realm? #HITsm

T5: Many CEOs are adding Chief Experience Officers to their team to lead consumer-focused digital change. Thoughts on this role? #HITsm

Bonus: What can we as HIT leaders do to help drive the digital transformation that the healthcare industry needs? #HITsm

Upcoming #HITsm Chat Schedule
9/8 – Digital Health Innovation in Pharma
Hosted by Naomi Fried (@naomifried)

9/15 – Unchat
This chat will have no agenda and no topic. It will be a community free-for-all where anyone can introduce any topic, subject, question, image, video, etc that they want. This could get interesting.

9/22 – TBD
TBD

9/29 – TBD
TBD

We look forward to learning from the #HITsm community! As always, let us know if you’d like to host a future #HITsm chat or if you know someone you think we should invite to host.

If you’re searching for the latest #HITsm chat, you can always find the latest #HITsm chat and schedule of chats here.