Mayo Clinic Patient Online Services (Patient Portal) • Implementation timelines and budgets were successfully met. • Patient Online Services for patients ...
Mayo Clinic Patient Online Services (Patient Portal) Sean Glenn, MBA, MHSA, FACHE; Hope Greig, MSH, FACHE; Lorraine Uthke, MS, MBA, FACHE; et al. eHealth Care Delivery Platform Mayo Clinic, Rochester, MN Background Mayo Clinic is the largest integrated, not-for-profit medical group practice in the world. Doctors from every medical specialty work together to care for patients, joined by common systems and a philosophy that the needs of the patient come first. More than 3,600 physicians and scientists and 50,000 allied health staff work at Mayo, which has campuses in Rochester, MN; Jacksonville, FL.; and Scottsdale/Phoenix, AZ. Mayo Clinic also serves communities in the upper Midwest through the Mayo Clinic Health System. Collectively, these locations care for more than 3 million people each year. Mayo Clinic created the eHealth Care Delivery Platform to reach patients and referring providers who are “there and everywhere”. Through secure Internet portals they interact with the Mayo care team regardless of time and distance. Patient demand for convenience and cost savings, coupled with technology, is increasingly driving non face-to-face interactions with the patient’s health care team. The adaption of new care models will enhance the Mayo Clinic model of integrated care while creating opportunities for cost savings and operational efficiency.
Objectives
Itineraries
Navigation
Login
Upcoming Functionality
Mayo Clinic seeks to combine knowledge, integrity and teamwork into a uniquely effective, integrated model of care, bringing solutions to patients in a way that is trusted and affordable by establishing an Internet portal. Mayo Clinic has developed a secure, online patient portal known as “Patient Online Services”, which:
• Expanded viewing of the electronic medical record to include: • Pathology and radiology reports • Clinical notes, hospital instructions and discharge summaries • Operative and procedural reports
• Enables patients to receive care at any Mayo Clinic site to connect with their Mayo Clinic care team
• Improved ability to print from all areas of the portal • Increase patient ability to update areas of the portal
• Improves patient knowledge, engagement, and satisfaction
Messaging
Method
Lab Results
• Empower patients to directly schedule appointments
• Patient Online Services will be implemented at Mayo Clinic Health System sites in late 2012.
• Patient Online Services was developed as a concept at Mayo Clinic in Rochester, MN to enhance relationships with primary care patients.
• A multi-disciplinary team of clinicians, managers, industrial engineers, information technology experts, etc. was brought together to explore technological details, and daily clinical and operational workflow issues.
• View and print laboratory results and medications lists, patient itineraries, clinical notes and discharge summaries
• Communications were provided to targeted patients for a controlled roll-out experience and thus greater ability to respond to problems.
1,000
120,000 100,000
800
7,000
Introduced Enhanced Lab View in May 2011
5,000 4,000
60,000
400
40,000
200
20,000
2011
2010
Quality of response I received
3,000 2,000 1,000
2011
Ju ly Au g Se us t pt em be r O ct ob er No ve m De be ce r m be r
Ju ne
ay M
Ap ril
0
0
Timeliness of response I received
6,000
80,000 600
New Users 8,000
Ja nu a Fe ry br ua ry M ar ch
• The team followed standard steps for software development and implementation in order to ensure that the system was reliable, secure and functioning properly.
140,000
Ju ne
• Provide limited care to patients via eVisit.
1,200
ay
• Update registration information and process financial payments
Visits to Lab Summary Page
Patient Messages via Portal
M
• Send secure messages to care teams and also receive secure responses in return from the care team
Satisfaction with Aspects of eVisit
Ju ly Au g Se us t pt em be r O ct ob er No ve m De be r ce m be r
A secure message is an exchange of health-related information between an established Mayo patient and their healthcare team.
eVisits represent a new model of care delivery that supports Mayo Clinic’s goal of finding ways to transform health care delivery while also providing an unparalleled patient experience “here, there and everywhere”.
• Initial clinical and non-clinical functionality included ability to:
• Similar approaches were taken at Mayo Clinic sites in Arizona and Florida. An eVisit is a billable, electronic visit between an established Mayo patient and a Mayo provider where an ongoing relationship exists. The visit is facilitated by the Internet, video or telephone.
eVisits
Ap ril
Patient Online Services is a secure, electronic portal for patients to use for bidirectional communication with Mayo Clinic. Examples of services provided are viewing medical record documents, messaging, requesting appointments, updating medication and allergy lists, etc.
• Patient feedback has been tremendously positive with essentially the only complaints being requests for greater functionality in the portal.
• A patient survey is underway to assess satisfaction with current portal features
• Deliver real-time patient billing balances
Ja nu a Fe ry br ua ry M ar ch
eHealth is the use of merging information and communication technology, including Internet and video, to improve or enable health and healthcare. This includes the use of health data – transmitted, stored and reviewed electronically – for clinical care, both at the local site and at a distance.
• The Portal was then opened to Florida patients in 2010 and Arizona patients in 2011.
• Further diffuse secure messaging to specialty practices
• Primary care patients were surveyed to measure interest and identify functionality that would drive them to use a patient portal.
Definitions
• Patient Online Services for patients receiving care at the Rochester, MN campus was implemented in 2009.
• Enable patients to create and activate a new account remotely
• Provide Continuing Care document for Meaningful Use
Medications
• Implementation timelines and budgets were successfully met.
• Providers were initially concerned that Patient Online Services might result in more phone calls and unrealistic expectations about ability to engage in extended “patient-physician” conversations. However, these concerns have not materialized.
• Include attachments in outbound messaging to patients
• Decreases cost of care delivery.
Discussion
2010
0
2009
2010
2011
2012
Charge for eVisit ($49)
Conclusions • Patient interest in and demand for online patient services is strong as is evidenced by the fact that Mayo patient registrations for Patient Online Services has steadily increased since 2009. • Patient feedback after using Patient Online Services is positive with feedback being requests for increased portal functionality. • Patients value being able to readily access their record and immediately access results. Lab result view is the most requested page view. • Secure messaging presents a tremendous opportunity to provide greater flexibility and connectedness for both patients and providers. • eVisits present both opportunity and challenges. There is opportunity to transform care, give patients greater flexibility in interacting with their provider, and possibility reduce the cost of care delivery. The challenge is ensuring that communications are comprehensive enough to ensure high quality of care.
Over 35,800 total new users since implementation
2012 Mayo Foundation for Medical Education and Research
