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S. Wilson



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    OS19 - Expanding EMR Use in Communities (ID 29)

    • Event: e-Health 2018 Virtual Meeting
    • Type: Oral Session
    • Track: Technical/Interoperability
    • Presentations: 1
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      OS19.01 - Increasing Access to Care with Patient Preferred Secure Communication (ID 312)

      S. Wilson, Neurology and EMG; Calgary/CA

      • Abstract
      • Slides

      Purpose/Objectives: Coordinating patient care using phone, fax, and mail requires a large amount of staff time and resources and fails to centre care around the patient. Clinicians, patients, and staff express frustration over conducting office visits for simple issues when that time could be saved for more critical cases. Crowfoot Village Family Practice (CVFP) and Brightsquid conducted a trial to augment clinic-to-patient communications using Secure Health Exchange, a compliant email service. The goal was to increase access to care while also creating clinic efficiency using secure asynchronous communication.

      Methodology/Approach: Secure Health Exchange was used by the clinic to: Follow up with treatment plan reminders or notify patients of changes Check in on the effectiveness of treatment Send patients test results Respond to questions as appropriate Deliver educational materials Secure Health Exchange was used by patients to: Ask follow-up questions Request non-urgent medical advice Consolidate your healthcare records Request prescription refills

      Finding/Results: Following the trial, patients revealed a preference for secure-email over phone communication and office visits in 3 out of 6 common scenarios for an aggregate first choice ranking. patient preference chart.jpg When describing their experience with Secure Health Exchange: 84% of patients said it was ‘convenient’; 83% said it was ‘easy’; 71% said it was ‘time saving’; 8% labeled the service ‘impersonal’; and 6% said it was ‘tedious’. (Survey respondents: 104, 50% 50-69 yrs) With 25% of patients registered on Secure Health Exchange, the number of phone calls handled by clinic staff dropped by 17%. Average call length reduced by 45 seconds, equivalent to saving 5 hours of phone time each week. Now patients that do need to call the clinic get through more easily because phone lines are less congested and often issues can be resolved with a single communication instead of trying to coordinate over voicemail. Staff are more focused and experience fewer interruptions. Physicians can manage 10 appropriate patient concerns remotely in the time it takes to conduct three office visits, opening 7 appointments for patients that require a clinic visit sooner. By receiving visit notes and treatment plans to patients through Secure Health Exchange patients are better informed, more compliant to treatment plans, and can be more active in their own care.

      Conclusion/Implications/Recommendations: The clinic has increased capacity to care. The inclusion of secure messaging in clinic-to-patient communications improves patient access while boosting attachment and satisfaction. Simple issues are handled via secure email, creating more clinic time for complex or urgent issues. Clinic staff and physicians are more productive because they can deliver all required information in a single secure message and work with fewer interruptions.

      140 Character Summary: Clinics using patient preferred secure electronic communication can increase access to care even for patients not using the service.

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    PS02 - Patient-Centric Solutions (ID 14)

    • Event: e-Health 2018 Virtual Meeting
    • Type: Panel Session
    • Track: Clinical Delivery
    • Presentations: 1
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      PS02.01 - Electronic Communications to Drive Connected, Collaborative Healthcare (ID 394)

      S. Wilson, Neurology and EMG; Calgary/CA

      • Abstract
      • Slides

      Purpose/Objectives: The panel explores how accelerated electronic communication among a patient’s care team can support and sustain a truly integrated healthcare ecosystem that is more efficient for clinicians and more personalized for patients.

      Methodology/Approach: This moderated session brings together a panel of experts from across the healthcare ecosystem to provide a broad perspective on the challenges of communication among healthcare professionals and the solutions that exist on the market: - Dr. Scott Wilson, an Alberta-based neurologist, will present his use of a patient-centric solution for referrals, pre-appointment communication, consultation and results reporting. - Katie LeMoyne, TELUS Health will discuss the value of clinical communication across the primary care ecosystem to enable eReferrals, eConsults, ePrescriptions and other clinical messaging.

      Finding/Results: A recent survey of 150 Canadian physicians revealed that phone (85%) and fax (65%) are the top two means physicians use to share patient information and critical medical data with other healthcare professionals. This continued reliance on outdated tools makes for unnecessary inefficiencies and stress for clinicians who are already overwhelmed by demand. To begin addressing this challenge, an eReferral solution was embedded in a leading EMR solution and launched in BC in 2010. The solution quickly grew to over 214 participants by 2017, with an average of 2400 exchanges per month, and a total of more than 200K+ exchanges to date. The success of this solution is driving the development of a national, EMR-agnostic platform that aims to expand comprehensive communications among primary care physicians, specialists, and allied healthcare professionals. This includes access to health records, the ability to contribute to those records, and channels to communicate virtually with clinical providers, ensuring that patient data is available when and where it’s needed to support continuity of care. The solution chosen by Dr. Wilson is being used by 30,000 healthcare professionals in North America sending over 35,000 messages per month. The key learnings from a community family practice of 18 family physicians and 25,000 patients and a study of patient-centered communication for 150 headache referrals and the successful implementation in a specialist clinic will be presented.

      Conclusion/Implications/Recommendations: It is essential that more efficient and timely communications are enabled in the context of the patient’s record. Using electronic tools, significant efficiency is enabled through immediate communication among providers and patients. By opening up electronic communication opportunities, elements of a patient’s chart can be attached to a communication, achieving unprecedented record portability. And, structured messages could be used to enable highly complex clinical workflows between different clinical settings and, in some cases, with the patient themselves.

      140 Character Summary: Healthcare providers need the right tools to achieve a higher standard of care that is more accessible and better attuned to the need of their patients.

      Only Active Members that have purchased this event or have registered via an access code will be able to view this content. To view this presentation, please login or select "Add to Cart" and proceed to checkout.