MHC introduces online program for patient communication

A new digital program designed to streamline appointments launched last fall by Memorial Health Clinic (MHC) is fostering better communication between the clinic and its patients and has even had the effect of making patients more prompt in showing up for appointments. After a soft launch of the program in November, new capabilities offered through the program are being utilized more and more by patients for online registration and appointment reminders. The program was developed by Phreesia, Inc. to streamline the patient intake process by utilizing the provider’s electronic health records. The new capability can be accessed by any internet-connected device, including a patient’s smart phone, tablet or computer. 
Brandi Nigro, the manager for MHC’s Aurora, Clay Center and Harvard locations, said when she came on the job two and a half years ago she was surprised the clinic was not using its electronic health record to send out any sort of reminders to patients. She said so far she has been happy with the program and she says patients are responding positively to it as well. 
“Whenever anything new is brought in, there is a little bit of pushback especially with it being an electronic platform,” Nigro said. “And we have to think of a generational learning curve with that, however, with everything becoming more electronic during COVID, that really helped foster more interaction online. So I would say I think most of our patients enjoy that they can do all of the paperwork online before their appointment. There are a few who don’t and that’s okay.” 
“For the patient, it should lessen their time standing in line and waiting to talk to reception staff,” Nigro said. “They can submit their insurance card ahead of their appointment, they can pay any balance, they can pay their copay for that service and they can also pay other family members’ balances through this. So the benefit to them is really lessening the time.” 
Nigro said patients can also use the program to update personal and insurance information and other details and it allows for the streamlining of the entire intake process.

Reducing wait times 
“Our receptionists do a great job at checking in patients but throughout the day they also have, you know, 200 phone calls coming in as well,” Nigro said, adding that patients can also use the new online capability to fill out medical screening forms which are usually done with pen and paper. 
“A good example is those coming in for a Medicare appointment. They can fill out that two-page Medicare wellness checkup form through their email or through text on their phone,” Nigro said. “So then it’s nice that they don’t have to answer those same questions again for the nurse. That is shortening their time they’re actually in the clinic as well, so I think it’s making things a lot more efficient.” 
Nigro said in the early roll-out period, patient reaction was mixed.
“At first it took longer for them to go through the process because they are starting out having to verify and provide some basic information and answer health related questions,” Nigro said. “But as soon as you put your information in, all you have to do, if you’re returning, is verify that it’s correct.” 
She said just last week she heard some patients talking about the program who were objecting to having to enter their credit card information on their phones or tablets, however, she said that is not required. 
“You can skip that question,” she said. “I don’t put my own credit card information on there, but it’s just personal preference. Some people do like to have their card on their phones and that’s okay, but it’s not required.” 
She said other patients have also complained about getting too many text messages. 
“There also are text reminders with this system, which is something we’ve not had before,” Nigro said. “It’s usually very helpful to most patients to help keep tabs on their upcoming appointments.” Although Nigro added that, “Some of the feedback is that they get a lot of text messages. So for example, if you are coming to the clinic for an appointment but you also have a lab appointment in the hospital, you’re getting a text for that and then you’re getting a text for your clinic appointment. It can cause some confusion, but I think our providers and our nurses are really good about listening to the patients’ feedback, and explaining to them, ‘Well, this text was for this appointment.’ Patients do have the option to opt out of text messages if they would like. So whether it’s an email or a text, there is a little line in there that you can click here or respond with opt out to be removed from the list.”

Positive feedback 
Nigro said in looking at clinic statistics she has already noticed a positive impact from the use of the new online system and she said the clinic staff are noticing a difference as well. 
“Providers say more patients are arriving on time or even a little early for their appointments which is very nice,” Nigro said. “It should help our no-show rate. I think the appointment reminders are huge. I mean, I’m getting a text from my vet about my animals’ appointments so I personally know it’s a very helpful service.” 
Nigro said those text messages to patients also come in quite handy for making special mass announcements. 
“Over this winter we closed early due to weather one day and we did not open during that really bad winter storm here,” she said. “And we were able to broadcast out a message to all scheduled patients, so I did not have to have my staff risk coming into the clinic to call everyone. We were able to access the system remotely and type up this message and send it out. It worked out pretty slick to do that.” 
Now, approximately five months into the use of the program, Nigro says the staff is still meeting weekly with Phreesia representatives to work out bugs in the system. She said the program should be running smoothly by this fall at the latest.