health initiatives with minimal disruption Laura Williams, Director, - - PowerPoint PPT Presentation

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
• n a computer, smartphone or tablet.

What patients can see:

Appointments

• Upcoming UHN

appointments

• Past appointments up to

3 years back

Lab Test Results

• Available from 2008
• nward, if done at UHN
• For example:

▪ blood tests ▪ Urinalysis

Reports

• Available from May 1st,

2015 onward

• For example:

▪ clinic notes ▪ imaging reports ▪ pathology reports ▪ discharge summaries 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, community and public health labs

What patients can do:

Share information with others Find educational resources

• Send invitations to trusted family

members, family doctors

• Choose what they want them to see
• Medical dictionaries and abbreviations list
• Trusted health websites
• Link to uhn.ca health information

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How was it developed?

Built in-house by the UHN Digital Team Patients were included in all of the various stages of design and development. Launched UHN-wide on January 30th, 2017 (www.myuhn.ca)

Image: Maxim Kulikov

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Action → Have patients participate in the co-creation, design, delivery and review of the website.

Opportunity → To build a patient portal website that:

Follows UHN’s primary value: “The needs of patients comes first” Allows patients to become more engaged in and knowledgeable about their care Drives change towards a caring safely culture and helps reduce preventable harm

118 000 +

myUHN users

Launched across UHN on January 30th, 2017

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Outcome from patient engagement in the process: Patients lobbied for and got real-time access to their results and reports through myUHN

I’ve had times in the past of doctor’s saying, “we’ll only call you if there is something concerning with your results”…only to find out that they never received the results in the first place…The best advocate for you is you. I think this is an amazing tool and the more patients know about their health information the better patients they ultimately become – more informed and able to research and advocate to a higher degree… It’s been a great service. Very helpful for managing my appointments and reviewing what the doctor has told me.

Patients have the most at stake in their care. They wanted to ensure they quickly got their information and it was accurate. They wanted a tool that would allow them to act on the information they see. They wanted to see their results before their appointments so they can be more informed and prepare questions.

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• 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.

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.

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Challenges and change management: Concerns from staff around patients accessing records through myUHN

Clinicians Check-in staff and medical admins

The

• Patients will misinterpret health information
• Real-time access will increase patient anxiety
• Increase in time spent answering questions

about irrelevant details

• Increase in calls to speak to doctor
• Increase in requests to book earlier

appointments

• Speaking to patients who are upset as a result
• f information they saw in portal

Image: Creative Stall Image: Ralf Schmitzer

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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

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Key observations

• Key to success of myUHN was involvement
• f 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 &

teach staff how to do this (and explain why).

To learn more about myUHN Patient Portal, contact myUHN Support: Phone: 416 340 3777 Email: myuhn@uhn.ca

Go to www.uhn.ca, search myUHN Patient Portal and click:

@williamslaura @myUHNPortal @UHNPatientExp