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May 1, 2011
“You can’t teach an old dog new tricks” is an overused and
well known saying. But quite frankly, it’s not true.
The implementation
of new things, especially technology, requires patience and acceptance
by both the user and the implementer. When we first began using our
patient portal we initially met some resistance, but now both staff and
patients are using it willingly and happily. When we implemented the
patient portal we didn’t really do much to promote or even use it. Then
we sat down and thought about the convenience it would bring to both us
and the patients, and we are absolutely reaping the benefits.
Improvement in workflow
The registration time on the website can vary, mostly depending upon
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Matthew Kruse
Ophthalmic Technician
Medical Center
Ophthalmology Associates
San Antonio, TX |
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how much data the patient has to input. If someone has many
medications, putting them in can take some time, but the time spent by
the patient online is time we save in the office because their
information flows straight into our EMR. We try to give the most value to the patient’s time by treating the patients that registered online to a minimal wait
(VIP status of sorts, think e-ticketing for airline travel, the idea is to save yourself time at the airport), usually less than 5 minutes. By calling
them back quickly, and not having to extensively review their history (they’ve done it for you after all) you can easily save 15-30 minutes of their
time in clinic. Not only does this help our office staff keep things smooth and relatively error free, but it keeps our patients on schedule and
feeling important.
The benefits have been tremendous
Firstly, time savings for the patient which is huge. No more sitting in our office 30 minutes prior to their appointment filling out
paperwork. No more trying to pull medical information from the cobwebs in their ears, or needing to make a follow up phone call or visit
because they couldn’t remember exactly what medications they were on. Our patients are happier because they know we value their time outside
the office as much as we value their presence in our office.
Secondly, having the ability to register online for your appointment gives the patient the feeling that our clinic is up-to-date with
technology. Patients have actually told us “I’m glad at least one of my doctors’ offices is in the 21st century” after registering online.
People notice. I recently sat with a friend at a well known hospital filling out 8 different medical history forms, many of which were repetitive.
I literally thought to myself, “how can this hospital not have online registration?” The response from our patients has been overwhelmingly positive.
People comment that it is easy and convenient. They are happier when they check in and the whole experience is just generally more positive.
Online registration helps people of all ages and stages. Our patients that are bringing in small children for eye exams usually at the mention
of being able to register online and save themselves time in the clinic will pounce on that opportunity. The reverse is also true, some of our
patients have their grown children bring them in for their appointments, and often their kids help them register online. For an adult, who is
possibly missing work or another important activity to help their parent, being able to miss as little as possible is very helpful.
So, although it is sometimes difficult to get people to do new things, especially those outside of their comfort zone, it is not impossible.
With some education, promotion and patience we have been able to transform our office waiting room into a place where you have come to see a
doctor, not fill our forms.
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