The Tiger Institute and MU Health Care believe that a robust patient portal and a concerted focus on the interactions patients and families have with the health system are the keys to truly engaging the patient. That’s why we continue to focus on improving patient satisfaction with MU Healthe. We do this by providing uniform messaging when delivering patient education, enabling patient participation in care and documentation, and increasing the availability and access of our services.
A tool for patient engagement
The MU Healthe Patient Portal fosters patient engagement and is on the cusp of enabling patients and providers to partner to improve outcomes. Using the Patient Engagement Framework developed by National eHealth Collaborative and HIMSS, we’ve summarized our features in the graphic below.
MU Healthe patient portal growth
Since August 2012, more than 63,000 MU Healthe patients have created portal accounts, which represents a 50% increase year-over-year and represents 30% of our patient population. Through grassroots adoption, qualified patient participation has been rising steadily by 2,000 patients each month.
DRIVING EFFICIENCY THROUGH PORTAL FEATURES
As our health system drives more patients to enroll and use the portal as the preferred method of communication with their providers, we have realized increase use of the portal features leading to several efficiencies and savings.
By giving patients the ability to send messages to their providers and schedule their own appointments online, the amount of time Patient Service Representatives (PSRs) have to spend on the phone has been reduced. For the 2016 fiscal year, we realized an 11.5% reduction in the number of calls, resulting in an estimated 2,000 PSR hours saved.
Additionally, when patients schedule their own appointments, they are twice as likely to keep them. Historically, our no-show rate for appointments is about 11.5%. When patients use MU Healthe to schedule their own appointments, however, the no-show rate is only 5.6%.
In FY2016, patients completed more than 6,800 medication history forms online from the comfort of their own homes, prior to their appointments. In addition to improving patient satisfaction, the completion of online forms also improved efficiencies for providers and nurses by reducing the number of clicks in the EHR by almost 48,000 in the 2016 fiscal year alone.
- In the coming year, we plan to further improve the patient experience by:
- Adding new features within MU Healthe to provide more reasons for patients to log in and use the portal (see Innovations on page 48)
- Implementing standardized patient education materials (Healthwise)
- Rolling out more online forms (Clipboard) to enable patients to fill out forms at home before their visit rather than having to write out their responses on paper forms in waiting rooms
- Providing patients with access to Urgent Care physicians without ever having to come to a clinic through the Virtual Urgent Care project
Cerner, a global leader in health care technology, today announced the University of Missouri Health Care will extend Cerner’s HealtheIntent population health management platform across the Health Network of Missouri (HNM) to coordinate and manage care for residents of rural Missouri communities. HNM is a collaborative of six independent health care organizations that use different electronic health record (EHR) systems. (for the complete press release, please see https://tiger-institute.org/?p=2620)
Cerner, a global leader in health care technology, today announced the University of Missouri Health Care will extend Cerner’s HealtheIntent population health management platform across the Health Network of Missouri (HNM) to coordinate and manage care for residents of rural Missouri communities. HNM is a collaborative of six independent health care organizations that use different electronic health record (EHR) systems.
MU Health Care in Columbia, Bothwell Regional Health Center in Sedalia, Capital Region Medical Center in Jefferson City, Hannibal Regional Healthcare System in Hannibal, Lake Regional Health System in Osage Beach and Saint Francis Healthcare System in Cape Girardeau will use HealtheIntent to aggregate health data that originates from Cerner, Epic, Meditech, eClinicalWorks and Allscripts EHRs in near real-time and normalize the data.
“Connecting these health care systems and their population health data will provide care teams with the information they need to make more strategic decisions across the continuum of health across Missouri,” said John Glaser, senior vice president of population health, Cerner. “Having a more comprehensive view of a person’s health data and being able to meaningfully use it to engage individuals can help drive better patient outcomes.”
MU Health Care, in partnership with the Tiger Institute for Health Innovation, has used HealtheIntent since January 2015. HNM will leverage the Tiger Institute’s domain to scale the population health management platform across the network.
“Managing the health of populations requires that providers are armed with timely information so better care decisions can be made,” said Mitch Wasden, CEO, MU Health Care. “With access to demographic, clinical and sociological information surrounding an individual, care teams can identify gaps in care, predict outcomes and apply early interventions to improve health and care across the network.”
The HNM network, which includes an academic medical center, state employer and a group of hospitals, serves patients throughout central, northeast and southeastern Missouri. Together, it accounts for more than 1,000 hospital beds and approximately 1,200 affiliated physicians.
“The network was created to drive better patient outcomes by sharing data and best practices, and improving transitions in care between providers and hospitals,” said Tom Tisone, executive director, HNM. “The collaboration with Cerner will enable us to work together on a common platform that is EHR agnostic to support our mission to improve quality care, and to measure and contain costs.”
“To provide true health care management, you need to look beyond one venue of care and one system, and view the layer of data that sits above the EHR,” said Todd Ahrens, president and CEO, Hannibal Regional Healthcare System. “HealtheIntent will enable us to put disparate information together to help implement change and truly put the individuals at the center of health and care.”
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