Process Improvement

Fall 2018 Meaningful Use Learning Collaborative and Workshops

Through our Fall 2018 Learning Collaborative and two related process improvement workshops, MeHI worked with representatives from a total of 15 healthcare organizations to apply process improvement strategies to patient engagement activities.

Participants reviewed change management and process-mapping concepts, and applied them to their current patient engagement efforts. The groups focused primarily on Patient Portals: granting access to patients and caregivers, educating patients about portal benefits to increase their use, and leveraging portal functionality to communicate with patients.

The resources developed during the Fall 2018 Learning Collaborative and subsequent workshops are designed as a starting point for organizations looking to make improvements to their own patient engagement efforts through process-mapping. 

Patient Engagement Process Maps

Process

PDF Process Map Downloads

Description

Resources

Sign-up process for a patient who is new to the patient portal​

Patient Portal
Sign-up

This map shows how to work with a patient to establish portal access for the patient during an office visit as part of the appointment check-in process.

The map targets patients who are more likely to use a patient portal, e.g. patients with chronic issues who need frequent office visits.​

Demonstration of patient portal benefits and patient portal training to increase patient use

Patient Portal
Demo and
Training

 

This map shows how to increase portal utilization by engaging with a patient at various points during an office visit, e.g. when patients wait for the next step in their care. It illustrates how staff-patient interactions present opportunities to highlight the benefits.

To increase efficiency, the workflow targets patients who are more likely to use a portal, e.g. patients with chronic issues who can benefit from remote care.

Demo and training sub-process

Patient Portal
Demo and
Training
Sub-Process

This map depicts a strategy to conduct a portal demo followed by hands-on portal training for the patient, where patients can see how the portal can benefit their care.

The premise is that when patients are assisted in discovering how a portal helps improve care, they become more likely to use it. This is similar to training the clinical staff how to use an EHR.

Patient portal education and guidance by an MD/NP during a patient visit to increase patient use

Patient Portal
Education by
MDs and NPs

 

This map shows how to leverage the relationships between patients and MDs and NPs to increase portal utilization. It highlights how patient education by a trusted MD or NP makes it more likely that patients will use the portal. 

To limit the time needed from an MD or NP, the map targets patients who can benefit the most from using the portal, e.g. patients with chronic issues who can benefit from monitoring trends in their related lab test data.