Public Sector Network – Healthcare Innovation Series, June 26, 2020 Operational Roll-out: Successfully embedding new technology and digital health initiatives with minimal disruption Laura Williams, Director, Patient Engagement UHN Vas Bakas, Operations Manager, myUHN Patient Portal
What is myUHN? • A secure website that lets patients see their health record from University Health Network (UHN). • See appointments and results from all UHN sites as soon as they are ready. • Links to helpful patient education resources. • Access personal health record anywhere, anytime on a computer, smartphone or tablet.
New! Ontario lab results now available in myUHN. Through a phased approach, patients will have real time access to lab results from over 150 hospitals, What patients can see: community and public health labs Lab Test Results Reports Appointments • Available from May 1 st , • • Available from 2008 Upcoming UHN 2015 onward onward, if done at UHN appointments • For example: • • For example: Past appointments up to ▪ clinic notes ▪ blood tests 3 years back ▪ imaging reports ▪ Urinalysis ▪ pathology reports ▪ discharge summaries
What patients can do: Share information with others Find educational resources • • Send invitations to trusted family Medical dictionaries and abbreviations list members, family doctors • Trusted health websites • Choose what they want them to see • Link to uhn.ca health information
How was it developed? Built in-house by the Launched UHN-wide on UHN Digital Team January 30 th , 2017 Patients were included (www.myuhn.ca) in all of the various stages of design and development. Image: Maxim Kulikov 5
Opportunity → To build a patient portal website that: Follows UHN’s primary Allows patients to Drives change towards value: become more engaged a caring safely culture in and knowledgeable and helps reduce “The needs of patients about their care preventable harm comes first” Action → Have patients participate in the co-creation, design, delivery and review of the website. 118 000 + Launched across UHN on January 30 th , 2017 myUHN users 3
Outcome from patient engagement in the process: Patients lobbied for and got real-time access to their results and reports through myUHN It’s been a great service. Very I’ve had times in the past of I think this is an amazing tool and helpful for managing my doctor’s saying, “we’ll only call you the more patients know about their appointments and reviewing what if there is something concerning health information the better the doctor has told me. with your results”…only to find out patients they ultimately become – that they never received the results more informed and able to in the first place…The best advocate research and advocate to a higher for you is you. degree… Patients have the most at stake in They wanted a tool that would They wanted to see their results their care. They wanted to ensure allow them to act on the before their appointments so they they quickly got their information information they see. can be more informed and prepare and it was accurate. questions. 6
Results of early adopter evaluation • Key to note: Other patient portals in Toronto hospitals have a delay built in for certain reports like pathology and imaging. • Patient engagement contributed to early success of myUHN: 48% uptake compared to 10 to 20% industry standard. • Significant impact on safety – a full 15% of myUHN users found documentation errors. • Staff reported decrease in no-show rates, also an impact on safety. • 96% of users preferred real-time access, even if the results could be worrisome. 7
Challenges and change management: Concerns from staff around patients accessing records through myUHN Check-in staff and medical admins Clinicians Patients will misinterpret health information Increase in calls to speak to doctor • • Real-time access will increase patient anxiety Increase in requests to book earlier • • The appointments Increase in time spent answering questions • about irrelevant details Speaking to patients who are upset as a result • of information they saw in portal Image: Creative Stall Image: Ralf Schmitzer 8
Response: Resource development and in-person support • Dedicated Operations team that: • Develops educational materials to support staff through this change • Develops materials for patients to help manage their expectations • myUHN phone and email support line available for both patients and staff who need help • Perform regular in-services and check-ins for staff • Produced patient and staff educational videos • Creates patient education workshop about myUHN 9
Key observations Key to success of myUHN was involvement • of patients from beginning of process. Real-time access to health records helps • reduce preventable harm during care and also promotes patient engagement. Patients can review their material and report errors, helping ensure that UHN is caring safely for their patients. Staff and patients need support through this • change management process. Dedicated support team that provides resources, both in print, electronically and in-person are necessary. Enable staff at the point-of-care to assist in • promoting and registering patients – make the process as easy as possible. Encourage plain language documentation & • 12 teach staff how to do this (and explain why).
Go to www.uhn.ca, search myUHN Patient Portal and click: To learn more about myUHN Patient Portal, @williamslaura contact myUHN Support: @myUHNPortal Phone: 416 340 3777 Email: myuhn@uhn.ca @UHNPatientExp
Recommend
More recommend
