Becker's Hospital Review

35 Executive Briefing care center in the evening. There is nothing uncommon about these scenarios, which is why many healthcare organizations are losing business to urgent care centers and minute clinics. Patients are willing to pay a little more for convenience when it comes to urgent, episodic care. Telehealth is a hot topic and most people immediately jump to the idea of a virtual video visit. There's no question that video visits are a wonderful option for some providers and patients. But sometimes physician offices will start with email visits as a more economical telehealth option. Email visits, or eVisits, are based on asynchronous secure messaging. Patients register their chief complaint, respond to related questions and expect a response within a short period of time. Clinicians can watch this queue and treat patients, or delegate tasks, via technology without the overhead or administrative staff costs associated with regular office visits. Proof point: Better engagement improves outcomes and experience Nicklaus Children's Health System in Florida transformed to a patient-centric care delivery model that resulted in improved patient care, better health outcomes and higher Hospital Consumer Assessment of Healthcare Providers and Systems quality scores. The system used FollowMyHealth® to drive patient engagement from 5 percent to 75 percent. "FollowMyHealth is helping us push the envelope by putting vital information in the hands of patients and their families via the consumer technology they use every day — cellphones, mobile apps and text messaging," said Ed Martinez, CIO of Nicklaus Children's Hospital and senior vice president of Nicklaus Children's Health System. By going paperless and digitizing the registration process, the organization saved $4-8 per patient visit while achieving 94 percent patient satisfaction by establishing an easy way for physicians and patients to communicate digitally. This transformation also highlights another important facet of patient care: the patient's family. As I mentioned earlier, families of patients are integral to their health, especially when the patient is a child. FollowMyHealth provides timely, relevant information to a patient's family regarding their loved one's progress, daily schedule, prescriptions, at-home care, discharge and more. The system automatically sends doctors' notes to families that they can print at home or display on a mobile device. In a postcare survey, 94 percent of respondents said these types of digital communications were helpful resources. Conclusion There are many ways a well-planned and diligently executed patient engagement strategy can help patients achieve better health outcomes. As an industry, the key to reaching patients more effectively is by enabling them to be in control of the way they want to communicate. When adapting to meet modern patients' needs, we cannot forget that in today's evolving world, patients are consumers. They are expanding their means of meaningful communication beyond face-to-face interactions using the devices they've grown to rely on. So why not enable them to expand this reach with their healthcare providers, too? Kim Franks, Allscripts Vice President and General Manager of Consumer Health, joined the company in 2013 as Vice President of Product Management. Three years later, she assumed her current role as Vice President and General Manager of Allscripts FollowMyHealth. Prior to her time at Allscripts, Kim was part of the Springfield Clinic, first as an RN and later as a Clinical Informatics expert. While there, Kim implemented more than 350 physicians on a new EHR, and helped the office convert from paper-based to fully electronic. Kim has also been an Oncology Nurse at St. John's hospital and earned her BSN from St. John's College. n References 1 HealthGrid. (n.d.). KLAS 2017 PAtient Engagement Performance Report (Rep.). doi:https://cdn2.hubspot.net/hubfs/3376477/KLAS Patient Engagement 2017 Presentation PDF.pdf urgent care centers and minute clinics. Patients are willing to pay a little more for convenience when it comes to urgent, episodic care. Telehealth is a hot topic and most people immediately jump to the idea of a virtual video visit. There's no question that video visits are a wonderful option for some providers and patients. But sometimes physician offices will start with email visits as a more economical telehealth option. Email visits, or eVisits, are based on asynchronous secure messaging. Patients register their chief complaint, respond to related questions and expect a response within a short period of time. Clinicians can watch this queue and treat patients, or delegate tasks, via technology without the overhead or administrative staff costs associated with regular office visits. Proof point: Better engagement improves outcomes and experience Nicklaus Children's Health System in Florida transformed to a patient-centric care delivery model that resulted in improved patient care, better health outcomes and higher Hospital Consumer Assessment of Healthcare Providers and Systems quality scores. The system used FollowMyHealth® to drive patient engagement from 5 percent to 75 percent. "FollowMyHealth is helping us push the envelope by putting vital information in the hands of patients and their families via the consumer technology they use every day — cellphones, mobile apps and text messaging," said Ed Martinez, CIO of Nicklaus Children's Hospital and senior vice president of Nicklaus Children's Health System. By going paperless and digitizing the registration process, the organization saved $48 per patient visit while achieving 94 percent patient satisfaction by establishing an easy way for physicians and patients to communicate digitally. This transformation also highlights another important facet of patient care: the patient's family. As I mentioned earlier, families of patients are integral to their health, especially when the patient is a child. FollowMyHealth provides timely, relevant information to a patient's family regarding their loved one's progress, daily schedule, prescriptions, at-home care, discharge and more. The system automatically sends doctors' notes to families that they can print at home or display on a mobile device. In a postcare survey, 94 percent of respondents said these types of digital communications were helpful resources. Conclusion There are many ways a well-planned and diligently executed patient engagement strategy can help patients achieve better health outcomes. As an industry, the key to reaching patients more effectively is by enabling them to be in control of the way they want to communicate. When adapting to meet modern patients' needs, we cannot forget that in today's evolving world, patients are consumers. They are expanding their means of meaningful communication beyond face-to-face interactions using the devices they've grown to rely on. So why not enable them to expand this reach with their healthcare providers, too? Kim Franks, Allscripts Vice President and General Manager of Consumer Health, joined the company in 2013 as Vice President of Product Management. Three years later, she assumed her current role as Vice President and General Manager of Allscripts FollowMyHealth. Prior to her time at Allscripts, Kim was part of the Springfield Clinic, first as an RN and later as a Clinical Informatics expert. While there, Kim implemented more than 350 physicians on a new EHR, and helped the office convert from paper-based to fully electronic. Kim has also been an Oncology Nurse at St. John's hospital and earned her BSN from St. John's College. n References 1 HealthGrid. (n.d.). KLAS 2017 PAtient Engagement Performance Report (Rep.). doi:https://cdn2.hubspot.net/hubfs/3376477/KLAS Patient Engagement 2017 Presentation PDF.pdf Allscripts is an industry leader with more than 30 years' experience in enabling smarter care, delivered with greater precision for healthier patients, populations and communities. Its health IT solutions help optimize clinical, financial and operational efficiencies for organizations across the globe. Helping connect people, places and data, Allscripts empowers caregivers to make better decisions and deliver better care for healthier populations. 3 Executive Briefing "As an industry, the key to reaching patients more effectively is by enabling them to be in control of the way they want to communicate." — Kim Franks, RN, Vice President & General Manager, Consumer Health, Allscripts urgent care centers and minute clinics. Patients are willing to pay a little more for convenience when it comes to urgent, episodic care. Telehealth is a hot topic and most people immediately jump to the idea of a virtual video visit. There's no question that video visits are a wonderful option for some providers and patients. But sometimes physician offices will start with email visits as a more economical telehealth option. Email visits, or eVisits, are based on asynchronous secure messaging. Patients register their chief complaint, respond to related questions and expect a response within a short period of time. Clinicians can watch this queue and treat patients, or delegate tasks, via technology without the overhead or administrative staff costs associated with regular office visits. Proof point: Better engagement improves outcomes and experience Nicklaus Children's Health System in Florida transformed to a patient-centric care delivery model that resulted in improved patient care, better health outcomes and higher Hospital Consumer Assessment of Healthcare Providers and Systems quality scores. The system used FollowMyHealth® to drive patient engagement from 5 percent to 75 percent. "FollowMyHealth is helping us push the envelope by putting vital information in the hands of patients and their families via the consumer technology they use every day — cellphones, mobile apps and text messaging," said Ed Martinez, CIO of Nicklaus Children's Hospital and senior vice president of Nicklaus Children's Health System. By going paperless and digitizing the registration process, the organization saved $48 per patient visit while achieving 94 percent patient satisfaction by establishing an easy way for physicians and patients to communicate digitally. This transformation also highlights another important facet of patient care: the patient's family. As I mentioned earlier, families of patients are integral to their health, especially when the patient is a child. FollowMyHealth provides timely, relevant information to a patient's family regarding their loved one's progress, daily schedule, prescriptions, at-home care, discharge and more. The system automatically sends doctors' notes to families that they can print at home or display on a mobile device. In a postcare survey, 94 percent of respondents said these types of digital communications were helpful resources. Conclusion There are many ways a well-planned and diligently executed patient engagement strategy can help patients achieve better health outcomes. As an industry, the key to reaching patients more effectively is by enabling them to be in control of the way they want to communicate. When adapting to meet modern patients' needs, we cannot forget that in today's evolving world, patients are consumers. They are expanding their means of meaningful communication beyond face-to-face interactions using the devices they've grown to rely on. So why not enable them to expand this reach with their healthcare providers, too? Kim Franks, Allscripts Vice President and General Manager of Consumer Health, joined the company in 2013 as Vice President of Product Management. Three years later, she assumed her current role as Vice President and General Manager of Allscripts FollowMyHealth. Prior to her time at Allscripts, Kim was part of the Springfield Clinic, first as an RN and later as a Clinical Informatics expert. While there, Kim implemented more than 350 physicians on a new EHR, and helped the office convert from paper-based to fully electronic. Kim has also been an Oncology Nurse at St. John's hospital and earned her BSN from St. John's College. n References 1 HealthGrid. (n.d.). KLAS 2017 PAtient Engagement Performance Report (Rep.). doi:https://cdn2.hubspot.net/hubfs/3376477/KLAS Patient Engagement 2017 Presentation PDF.pdf Allscripts is an industry leader with more than 30 years' experience in enabling smarter care, delivered with greater precision for healthier patients, populations and communities. Its health IT solutions help optimize clinical, financial and operational efficiencies for organizations across the globe. Helping connect people, places and data, Allscripts empowers caregivers to make better decisions and deliver better care for healthier populations. 3 Executive Briefing "As an industry, the key to reaching patients more effectively is by enabling them to be in control of the way they want to communicate." — Kim Franks, RN, Vice President & General Manager, Consumer Health, Allscripts

• Cover