Patient Participation and Satisfaction
Dr. Lamos continues, “Patients of all age groups are using it and overwhelmingly, they’re happy. We used to have to mail their records to them and now we can quickly post them online. However, we still send a letter if something is questionable. A portal is not an excuse to avoid communicating with a patient.” Perhaps surprisingly, even older patients welcome the portal if they are comfortable with technology and computers. Dr. Lamos notes, “The tool is simple enough that patients can use it easily.”
“To encourage participation, we have computers in our front lobby and seniors who volunteer to serve as tutors,” adds Dr. Lamos. “The front desk staff asks patients if they want to sign up, we have signs in the waiting rooms, and I and other staff wear buttons that say ‘Ask Me About the Portal.’”
GBMC also developed an instructional video for patients.* Other practices report that sending postcard reminders to patients and having technologists and other extenders discuss the advantages of the portal before patients leave the office can be effective tools to increase participation. “Compared to the challenge of the Patient Centered Medical Home, this is a piece of cake,” comments Dr. Lamos. However, he cautions, “It’s not a weekend process. It takes days to weeks of effort to implement.”
Dr. Lamos advises physicians:
- First convert your records from paper to electronic.
- Select a software vendor with a proven functional portal.
- Before you promote the portal to all of your patients, test it on a small number of patients and make sure employees can handle their questions.
- Don’t delay implementation; future pay-for-performance based plans will require them
Mobile, Rapid Results
Patients can use the web-based Epic portal from most laptops or android or iPhone platforms. “We often have same day turn around on laboratory and imaging results which patients receive with our interpretation and instructions on their mobile devices. The efficiency of electronic correspondence for routine medical care allows more time in the day for phone conversation to address urgent or concerning results,” Dr. McGlone exclaims. “One of my favorite things is providing reassurance and follow-up through the portal,” he concludes. “We can send quick messages to stay in close contact with sick patients and track changes from medications in real time. Patients are more active participants in their own health. We can even set the system to remind them of flu shots, mammograms or other screening tests when they are due.”
*The myGBMC portal is located at gbmc.org/myGBMC; the video is available here.
Andrew McGlone, M.D., is a family practitioner at Annapolis Primary Care.
Mark Lamos, M.D, is an internist and president of Greater Baltimore Medical Associates (GBMA), the GBMC HealthCare-owned group of more than 40 multi-specialty physician practices.
Linda Harder, MBA, serves as editor of Maryland Physician. Ms. Harder is a skilled communications professional with eight years of experience as a healthcare communications consultant and 20 years of experience in healthcare marketing and public relations management including executive leadership at Baltimore’s St. Joseph Medical Center and Carroll County General Hospital.