Category Archives: Patient Experience

Oct 31

Lake Regional Health System Collaborates with MU Health Care on Shared Cerner Electronic Health Record

10/31/18 | Connecting Missouri, Featured Posts, Improve the Health and Care of a Population, Newsroom, Patient Experience, Support the Continuum of Care

COLUMBIA, Mo. (Oct. 31, 2018) — Lake Regional Health System and University of Missouri Health Care are collaborating to provide patients with improved access to their health information. Patients at MU Health Care and Lake Regional Health System ambulatory clinics will share their electronic health record (EHR) and patient portal from Cerner, a global leader in health care technology, to support a smooth transition, regardless of where they receive care.

As the health care landscape continues to change, it’s important that we explore ways to improve the health of patients throughout Missouri,” said Jonathan Curtright, chief executive officer of MU Health Care. “We are thrilled to partner with Lake Regional Health System to bring our academic system of care and shared medical record to the Lake of the Ozarks. We are confident that this extension will ultimately enhance coordination of care across the lake region and that the patient experience will be enriched.

Dane W. Henry, FACHE, chief executive officer of Lake Regional Health System, noted that MU Health Care and Lake Regional have a history of collaboration as founding members of the Health Network of Missouri. The collaborative network was formed in 2014 to improve access and the coordination of care for Missourians.

Lake Regional’s involvement in the Health Network of Missouri has expanded our relationship with MU Health Care and other regionally collaborating health systems,” Henry said. “At the heart of our affiliation is a desire to use information technology to innovate better ways to care for our shared patients. Improving the flow of health information for our providers and their patients supports improved care coordination, enhanced patient experience and the goal of better health outcomes. Leveraging this relationship and working with the Tiger Institute for Health Innovation is a bold step toward the future for Lake Regional and the communities we serve.

EHR and IT operations for MU Health Care are managed by the Tiger Institute for Health Innovation, a unique private/public partnership between Cerner and MU designed to transform health care for Missourians. The collaboration with Lake Regional follows an extension of MU Health Care and Cerner’s IT expertise to Capital Region Medical Center in Jefferson City earlier this year.

Through the Tiger Institute, we continue to expand our relationship with MU Health Care and the regional health systems it extends our solutions and collaborative services to,” said Joanne Burns, senior vice president and chief strategy officer, Cerner. “With the support of our technology and expertise, relationships like the one between MU Health Care and Lake Regional help doctors, nurses and staff in Missouri and across the globe improve people’s health and their health care experiences.

Lake Regional’s clinics will transition to Cerner Millennium®, a health care IT platform designed to support and engage consumers through their health care journey across venues of care — from the doctor’s office to the hospital and clinics. The Cerner Millennium platform will provide Lake Regional staff with a digital record of their patients’ health history, providing an up-to-date view of an individual’s health and well-being. Through the new online, integrated patient portal, people will be able to securely message doctors, schedule appointments and access their health history across Lake Regional, Capital Region Medical Center and MU Health Care.

In addition to extending EHR connections with MU Health Care and Capital Region Medical Center, Lake Regional will also become a member of the Tiger Institute Health Alliance health information exchange. The health exchange connects Missouri hospitals, clinics and post-acute care providers, allowing different organizations to electronically share and use up-to-date patient records.


About University of Missouri Health Care

As the state’s premier academic health system, University of Missouri Health Care offers a full spectrum of care, ranging from primary care to highly specialized, multidisciplinary treatment for patients with the most severe illnesses and injuries. Patients from each of Missouri’s 114 counties are served by approximately 6,000 physicians, nurses and health care professionals at MU Health Care. MU Health Care facilities include Ellis Fischel Cancer Center, the Missouri Orthopaedic Institute, the Missouri Psychiatric Center, University Hospital, and Women’s and Children’s Hospital in Columbia. Affiliates include Capital Region Medical Center in Jefferson City, Columbia Family Medical Group, Columbia Surgical Associates and Rusk Rehabilitation Center. New clinic locations in 2017 include Family Medicine – Fulton Family Health and the Family Medicine clinic in Ashland. MU Health Care is a founding member of the Health Network of Missouri and MPact Health. More than 50 MU Health Care outpatient clinics in central Missouri receive outpatient visits exceeding 550,000 annually. For more information, visit

About Lake Regional Health System

Lake Regional Health System provides comprehensive health care services to residents and visitors throughout the mid-Missouri region. The hospital is a Level II Stroke Center, Level II STEMI (heart attack) Center and Level III Trauma Center. Lake Regional also provides a wide range of specialties, including cancer care, heart care, orthopedics and women’s health. Plus, Lake Regional operates primary care clinics, Express Care clinics, rehab therapy clinics, programs for home health and hospice, and retail pharmacies. To learn more, visit

About Cerner

Cerner’s health technologies connect people and information systems at more than 27,500 contracted provider facilities worldwide dedicated to creating smarter and better care for individuals and communities. Recognized globally for innovation, Cerner assists clinicians in making care decisions and assists organizations in managing the health of their populations. The company also offers an integrated clinical and financial system to help manage day-to-day revenue functions, as well as a wide range of services to support clinical, financial and operational needs, focused on people. For more information, visit Cerner.comThe Cerner Blog or connect on FacebookInstagram, LinkedIn, Twitter or The Cerner Podcast. Nasdaq: CERN. Smarter Care. Better Outcomes. Healthier You.

Story Contacts:

MU Health Care: Derek Thompson, media relations coordinator,, 573-882-3323, and Eric Maze, media relations coordinator,, 573-884-3656

Lake Regional Health System: Jennifer Bethurem, director of public relations,, 573-348-8755

Cerner: Austin Cozzolino, public relations,, 816-786-2154

Dec 11

A Better Experience in the Emergency Department

12/11/17 | Newsroom, Patient Experience

At MU Health Care, our emergency department (ED) is maxed out and we are in the middle of an expansion project. We must streamline care and transitions within the ED to minimize patients leaving without being seen and deliver better outcomes.

Therefore, in collaboration with Cerner’s Emergency Medicine group, Tiger Institute developed the National Emergency Department Overcrowding Score (NEDOCS) component for display on the ED Real Time Dashboard.

The NEDOCS algorithm provides an overcrowding score based on factors in the ED, including number of waiting patients, free beds in the institution, and ED patients on ventilators — among others.

We can solve overcrowding and improve patient experience by sending alerts to providers and hospital administration when the ED patient volume begins to surge. The surge plan is designed to provide methods for floor and ED staff to mitigate the factor(s) contributing to department overcrowding, and to get patients seen and moved to the appropriate level of care more quickly.

Hospital administrators, floor personnel, and ED staff proactively implement the part of the surge plan which fits their area — all with the goal of decreasing the load on the ED. By managing surges well, we predict better outcomes and improved patient satisfaction scores.

The development work done at Tiger Institute is available to the broader Cerner ED Dashboard client base. The NEDOCS component and alerting system now provide value to more than 15 health systems.

Dec 11

Easier Self-Enrollment

12/11/17 | Patient Experience

Advancements in portal technology continue to make it easier for patients to access their health care records.

A patient launches his or her account by matching name, date of birth, and phone number. Then the portal sends a verification key to the patient’s cell phone on record. Once the patient enters the confirmation key, they access their personal health information and begin taking a more active role in both health and care.

Enabling self-care

The framework below shows how the portal informs, engages, and empowers our patients and helps patients become partners with us in their health care and supports the community.

A diabetic patient can easily review when they last documented a vision check, a foot check, or had a Hemoglobin A1C test run and the result of that test. As time draws near for their next clinical exam, the patient can schedule an appointment using any computer or mobile phone. Patients can send and receive secure messages with their provider to ask and answer simple questions.

The portal is an indispensable tool for our patients and increases participation in their own self-care.

The patient portal is an important piece of patient engagement. Seeing your physician’s notes after a visit is groundbreaking, and it’s a huge step forward. Giving our patients easy access to their own health information helps create engaged and loyal patients.

Kevin Gwin

Chief Patient Experience Officer

Jul 1

Portal  Advancements

7/1/17 | Create Innovations, Newsroom, Patient Experience

Since November 2014, the patient/provider portal has had more than 11 million page views.  In the last year, patients and providers messaged each other more than 200,000 times and patients self-scheduled appointments more than 10,000 times.

Enrollment in the portal continues to climb with more than 85,600 portal accounts, an increase year over year of 35%, representing 41% of MU Health Care’s patient population.

The innovation teams at Tiger Institute continue to develop new ways to improve the patient experience.

Jan 22

Patient Experience

1/22/17 | Goals, Newsroom, Patient Experience

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.


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.

Looking forward

  • 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