Do Your Patients Understand? Saul Amezquita, BA, CSSGB Hope Brooks, - PowerPoint PPT Presentation

Jul 11, 2023 •110 likes •330 views

Do Your Patients Understand? Saul Amezquita, BA, CSSGB Hope Brooks, Ed.S, MPH, CPXP Health Technology Symposium November 30, 2018 Video: "Making the complex simple Our Patient Portal and Open Notes Journey What Well Explore Today

Do Your Patients Understand? Saul Amezquita, BA, CSSGB Hope Brooks, Ed.S, MPH, CPXP Health Technology Symposium November 30, 2018
Video: "Making the complex simple”
Our Patient Portal and Open Notes Journey
What We’ll Explore Today Do we provide care via MyAtriumHealth: •In a way that is understandable to patients? •In a way that is sensitive to their perception, culture, and education? •In the language they prefer?
Health Literacy Definition: “The degree to which individuals have the capacity to obtain , process and understand basic health information and services needed to make appropriate health decisions .” — Source: Healthy People 2010 Health Person’s Skills & Demands/Complexity of Literacy Abilities HealthCare System
Is Information Easy to Understand? Online Health Portals 6
Doctor’s Notes 7
8
Lab & Test Results 9
10
What Our Patients Are Saying I enjoy the technology that provides the portal and the text and email communications. Love the portal messaging! I made my appointment through the web portal and it was very fast and easy. Stress free! I was able to schedule my appointment online and speak to my Dr through the portal! 11
What Our Patients Are Saying Web portal patient navigational ease of usage should be closer to Don't care for web portal- simple arithmetic; it is closer to that's generational calculus. I am signed up on your website portal. I never received an email telling me my doctor's notes or labs were available on the website. No one ever called me to go over labs. Yes, I can see on the report all my numbers were "in range" but I didn't know what 1/2 the markers were. 12
Patient Education 13
14
Is the patient’s perspective really that big of a deal? Do we think about their point of view when it comes to their: •Culture? •Education? •Perception? 15
Patient Story: Lag time in Lab Results *Elements of this story have been changed to protect the patient. 16
Patient Story: Lag time in Lab Results *continued In reaction, what did we do to avoid this in the future? • Compact Cause Analysis (CCA) showed message from patient was misrouted. • Our current Lab Policy is being reviewed to be updated for abnormal labs to require a phone call from the practice. 17
Preferred Language What does the law say about this? Title VI of Civil Rights Act of 1964 (among others) requires the written translation of materials to: • Limited English Proficiency (LEP) • Deaf • Hard of Hearing (HOH) 18
Preferred Language What type of material do we need to provide to patients who are LEP, Deaf, and HOH? • Discharge instructions • Vital documents • Patient Education 19
Preferred Language However, ethically speaking, what should we provide? Does a patient have the right to understand their care in the language they prefer and most easily understand? 20
What Comes Next?

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