Before implementing Epic's MyChart patient portal, Parkview Health System faced several patient engagement and communication challenges.
Patients often found it difficult to access their medical records, leading to a lack of transparency and involvement in their care journey. This communication gap sometimes resulted in missed appointments, non-adherence and a general sense of disconnect between patients and their healthcare providers.
Additionally, manual processes for scheduling appointments and accessing medical records were time-consuming for both patients and staff, leading to inefficiencies and increasing frustration with limited hours and accessibility.
Better engagement and communication
“Our proposal with MyChart was focused on increasing patient engagement and streamlining communication between patients and providers,” said Maximilian Maile, senior vice president of digital health at Parkview Health System.
“MyChart is designed to provide an easy-to-use platform where patients can easily access their medical records, schedule appointments and communicate with their care team.
“The portal was intended to provide a comprehensive view of a patient's health journey so they could make informed decisions about their care,” he continued. 'By integrating electronic medical records, appointment scheduling and secure messaging, MyChart aimed to bridge the communication gap, reduce administrative workload and empower patients to take an active role in their healthcare.”
Today, MyChart is actively used by a wide range of stakeholders within Parkview Health System, including patients, providers and office members, to communicate back and forth. Patients use the portal to access medical records, manage appointments and communicate with their care team.
Healthcare providers find it invaluable, Maile noted, for sharing test results, managing treatment plans and providing personalized care. The Epic EHR integrates with numerous systems across the organization to securely share data with areas that need it, such as imaging, pharmacy, third-party provider groups, remote patient monitoring and more.
The EHR serves as the primary source of information for healthcare delivery in Parkview and is used within the healthcare system and healthcare provider groups.
50 million portal pages viewed
“Following the implementation of MyChart, we are now seeing a significant number of users using communication methods in the portal, with more than 50 million page views in the portal in a twelve-month period,” Maile reported. “This is measured by the increase in the number of patients actively using the portal to manage their healthcare.
“And while MyChart usage wasn't high early on, as the functionality continues to grow, people have more reasons to engage with us,” he added. “MyChart's availability is accessible 24/7 and from anywhere in the world, so patients can too renew their prescriptions or send a note to their doctor after 9 p.m., when the kids have gone to bed and they finally have a break from the chaos of the day.”
The reduction of administrative tasks and improved scheduling efficiency are key success metrics for Parkview. MyChart has dramatically reduced the time employees spend on phone calls for appointments and admission requests, allowing them to focus more on direct patient care or other patient interactions.
“The benefit of operational efficiency grows as more users enjoy the portal, as they can quickly adopt services that build on foundational elements,” Maile said. “For example, the more people use MyChart, the more eCheck-in options can be leveraged. Or the number of calls can be reduced by offering online scheduling or prescription refills. The more users on the platform, the stronger the platform becomes .
Portal advice for colleagues
“For healthcare organizations considering patient portal adoption, it is essential to focus on ease of use and comprehensive integration with existing healthcare information systems,” he continued. “Ensuring that the portal is intuitive and accessible to all patients, regardless of their technical knowledge, is critical to successful adoption.”
Additionally, involving healthcare professionals in the design and implementation process can provide valuable insights into the portal's functionality to ensure it meets the needs of both patients and healthcare providers, he said. Finally, continuous evaluation and adjustment based on user feedback can lead to continuous improvements and sustainable success of the portal, he concluded.
Follow Bill's HIT coverage on LinkedIn: Bill Siwicki
Email him: bsiwicki@himss.org
Healthcare IT News is a HIMSS Media publication.