Ophthalmology Patient Portal and Online Communication Editorial

Those Amazing Patients

When the Eye Center of Central Pa started the process of utilizing patients’ email addresses for use with an appointment reminder application, questions and concerns from staff were understandable. This application provided an additional way to remind our patients of an upcoming appointment. This secure email reminder goes out 5 days before the appointment and is followed up with a personal phone call 2 days before the appointment. The organization pushed forward and began to collect email information from our patients. The goal was simple: Reduce the number of patient no shows.

In utilizing the email appointment reminder process, staff questions and concerns were as follows:

 Scott Peterson
 Director of IT, The Eye
 Center of Central PA

• Our patients do not have internet access
• Our patients do not utilize email
• Our patients do not have computers in their homes
• Our patients’ age demographics will not support this type of communication
• Our patients will not want to give us their email address at registration / check in

Here is what we found after two months:

• 504 appointment email reminders were sent out. Some patients had multiple appointment reminders.
• 137 or 37% of the emails were opened and confirmed by our patients.
• 2 emails were replied back asking to reschedule the appointment.

When we looked at the age breakdown of our email appointment reminders we were surprised and impressed. Our most senior patient with an email address was age 97.

• 9% of emails sent out were to patients over the age of 80
• 23% of emails sent out were to patients over the age of 70
• 58% of emails sent out were to patients over the age of 60
• 78% of emails sent out were to patients over the age of 50

We need to acknowledge what these numbers mean as they clearly demonstrate what is taking place in the homes of our patients as it relates to electronic communications. We all have personal stories related to our friends, neighbors or family and the increase in computer usage in the older population. I myself get at least 2 emails from my parents every day-in the morning with plans for the day, weather, sports and health updates and one in the evening with a recap of their day.

We are still collecting data tracking our no shows, but we know they are decreasing which benefits everyone.

As practices implement Electronic Health Records and Meaningful Use it is clear that one of the prime objectives is to engage the patient in their own health care. We see this in the following Meaningful Use Measures:

1. Menu Set Measure 4 of 10 – Patient Reminder
2. Menu Set Measure 5 of 10 – Patient Electronic Access
3. Menu Set Measure 6 of 10 – Patient Specific Education
4. Core Measure 13 of 15 – Clinical Summaries of each office visit

Secure email and patient portals will help deliver this. As our experience has shown, new applications can be efficiently utilized by providers and embraced by patients. This ultimately will help drive better patient care.

So it is we see that we should never underestimate our patients. People are willing to adapt and learn when convenience is on the line. And when technology creates a situation where things are easier for both parties involved; everybody wins.