Patient Portal

Speaker 1:

Shriners Hospital's web page is the landing page that a patient received when they get their portal invitation. It will take them directly to this portal tab. And this page was selected because we've offered additional information to our portal users regarding how to get started. The next section includes the link that will take them directly to their patient portal when they're ready to access it and claim their portal account for the first time. We've added a section called mobile app. Our patients' portal has a mobile app for Apple devices and Android devices. And portal users can click on either of these links to go to the App Store and download that app onto their phone.

Speaker 1:

We also have new functionality that will be discussed in a feature video regarding requesting medical records release. In the patient portal landing page, you can click on the link and view this information in English or in Spanish. In addition, we also have several videos that the portal user can review before they access their portal, and it will tell them how to navigate through the various components that are included within the portal. We share some information about what is included within the portal and how to address technical questions and health record questions.

Speaker 1:

Once the portal user clicks on the portal access button here, it will take them to another page where they would enter their username, which is their email address and the password they selected. Once that information is entered, it will launch them into the patient's portal. This is considered the main page of the patient portal, and it includes several pieces of information that we want to point out. The first is any special notices that we might have out there. So in this case, you'll see that we have a notice that shares that we have new information and functionality regarding scheduling, rescheduling, or requesting new appointments. In addition, there's a Contact Us button that takes them back to the Shriner's webpage and provides hospital-specific contact information.

Speaker 1:

We also have the Shriners Hospitals for Children button that takes them back to the main page for Shriners Hospitals for Children. In addition, we have a functionality that allows the portal user to select which patient they want to view. So if the parent is an authorized representative for more than one patient, they would click on this dropdown and select the appropriate patient whose information they wish to view. In addition, we have display facing up to the portal user, a list of all the allergies that are documented into the Shriners Hospitals for Children medical record. And we have key metrics, which include the patient's height, weight, vital signs, including temperature, pulse, respiration, blood pressure, and body mass index. These are obtained from the information documented in the patient's medical record, and are updated immediately once those results are finalized.

Speaker 1:

The portal user has the opportunity to just click on any of those pieces of information that are highlighted in blue and view more information about that. So they can click learn more about me. This will take them to our Krames patient education. If there's any information specific to the topic they selected, it will display below. If not, they have the opportunity to type in what they would like to search for or to browse for that information alphabetically. In addition, the patient has the option to show more or less information about that specific results. We also have general information that we have for all the patients, that includes any special alerts and our welcome message.

Speaker 1:

In addition, if there is a clipboard or a questionnaire that needs to be completed, a notification will display it above, and the portal user will be able to click on that message and go in and answer whatever questions appear in that clipboard. We'll review clipboard functionality further in a subsequent video

Speaker 1:

And the last section that we have for today is the ellipsis button. These are the three buttons in the left lower corner of the patient portal main page. Click on these and several options appear. There is account information, which allows the portal user to click on update the account settings. And from here, they have the ability to change their name or their email address. They just do that by clicking on edit and changing the information, their date of birth, the gender. And please remember, this is information about the portal user and not the patient

Speaker 1:

In the password section, they have the ability to change their password for this portal if they choose to do so or update the security questions that they've assigned related to this particular portal, your email address, or enter or update a mobile phone number. In addition, there is a notification section. This is where they can view or update their email address. So this is just another option, another location where the portal user can go in and update their email information. The next section is patient information. This is information about the patient that was selected at the beginning of this session. This information is view only. It provides information about the patient's name, date of birth, address, contact information, insurance information, personal contacts, and medical contacts. Again, this information is view only, so if there's a change that needs to be made, the portal user would need to contact the appropriate Shriner's facility to let the staff know that the information needs to be updated. Once it's updated and in the electronic medical record, then that information will display in the patient's portal.

Speaker 1:

The next section is access logs. This particular section allows the portal user to see what components of their portal have been viewed, and when they were viewed, and by whom. We have a help section, which is, essentially, frequently asked questions about what to do if patient's information is missing or they feel that it's incorrect And then the last section that we have is our language section. Right now, our patient portal is available in English or in Spanish, and the portal user can switch back and forth as they choose. Once they've clicked the Spanish link, it will change all the information in the portal to Spanish. To change that back, they just need to go back to the language section, click on the language they prefer, and then it'll resort to that language that was selected. Thank you for joining me today. That's all we have for this segment. Join us again in the future, when we will be discussing the components of labs and the information in the health information segment. Once again, thank you.

Speaker 1:

We also have information if you go to the far right-hand bottom on the info button. Clicking this allows several options to display. The health record questions tells the portal user what to do in the event that they have a question about the patient's care management or the clinical information that's contained within the portal. In this case, if there are any questions they need to reach out and contact the care management departments or the specific Shriner's Hospital where the patient was seen. In the event that there are technical questions related to the portal, the portal user needs to use the phone number indicated here in contact center. They are available 24/7, and they provide technical assistance for our patient portal. In the event that you have to contact the portal technical group, you may be asked to supply the ID number that's listed here.

Speaker 1:

The next section is terms of use. If you click on here, you'll be able to see the terms of use for our patient portal that Shriners has developed. If there's a need to see this in Spanish, then you can click on the link, and the Spanish version of the same document will display. Our privacy policy is also available through this method. And you can either click up here on privacy policy, or you can go to the info button and click on privacy policy link that's listed there. Once again, Shriners Hospitals for Children privacy policy will display. And in the event that the portal user needs to see that or is more comfortable reading this in Spanish, they can click on this link to view the Spanish version.

Speaker 1:

Once you're in the patient portal, you'll notice the menu bar on the left-hand side. The first tab is the lab section and we'll review this one first. You simply click on this link and any completed labs that have been in a finalized status will display including the lab results, the name of the test, the date it was done and the reference range for that particular lab. The portal user has the ability to click on the learn more button and this will take you to the online lab reference site which will provide additional information regarding the lab test. In addition, you can click on the learn more button and this will take you to the Krames patient education site and this will populate information related to that lab test. From the Krames site, you can either search for additional content by typing in the clinical content section or you can browse by alphabetical listing.

Speaker 1:

The lab results also have the capability to filter by date range so you can put in a start date and an end date and click submit and labs that were performed during that date range will be what displays in the list. In addition, you can click on the arrow button and you will see all the results for glucose that has been performed for that patient. This allows you to see if there's any trending upward or downward. This also provides a red display for any labs that are in a critical or a high value.

Speaker 1:

The next section that we'll review is the health information section. Click on the arrow button to drop down and you'll see that this section is composed of the health profile, medications, procedures, lab results, which is a duplicate of the lab information that we've seen from above, and radiology reports. The remaining sections will be reviewed in a future video.

Speaker 1:

First we'll talk about health profile. The health profile is the list of the patient's medications, immunizations, allergies, health issues as they've been documented in the patient's record. For the medications, it'll list the medication name, the dose, the route, when it was started, who the ordering physician is and once again, we have a learn more button. This will take you out to the online MedlinePlus site where you can get connected to additional information about that drug. In addition, we also have the learn more button for this feature and if that's selected, it will take you to the Krames education related to that specific medication.

Speaker 1:

Going back to the health profile, we see here that any immunizations that were documented in this patient's record are listed as well as the date that they were administered. We also have the allergies display here again along with any detail that we may have including the date it was identified or any reactions that the patient might have. We also have a list of the health issues or the problems that are out there. So these again are what have been documented in the record and they are listed as either an active problem or a resolved problem.

Speaker 1:

It includes the description of the problem that the patient has encountered and once again, we can click on the learn more button and it'll take us to the Krames where you can see information or videos that relate to that particular issue. If any information in this is incorrect, then the portal user needs to contact the hospital so that they can update that information. Once that information has been updated in the patient's electronic medical record, that change will be reflected within the health profile section on the patient portal.

Speaker 1:

The next section is medications and this section is a repeat of the information that we see in the health profile regarding medication. Once again, we can see the learn more button and the learn button, and if there's additional information that needs to be seen, it will say show that information and you can see information regarding that particular medication.

Speaker 1:

Moving down the list, the next section is procedures. When we click on procedures, it will display anything that was performed or documented as performed during the patient's visit. If a date was documented and it's not historical, you'll see that date listed along with the procedure.

Speaker 1:

The final section that we'll review today are the radiology reports. In this section you'll see any reports that were from radiology exams that were completed. These will display on the patient portal once that information has been finalized which means after that radiology report has been reviewed and read. You have the capability to view that result or view that report by clicking on that link and the exam will display with information documented in that report. It'll tell you when it was done, who did it, who verified it, the type of exam that was performed and any findings that they might've had. Again, please note that this is only the radiology reports that display. The actual digital images are not available in our patient portal at this time. If you have a need for those digital images, you'll need to reach out to your local Shriners Hospital to request that information.

Speaker 1:

That concludes our demo for today. Please join us for our next demo where we'll be reviewing documents, visit summaries, patient information and provider notes. Thank you and have a great day.

Speaker 1:

Hello, and welcome. During today's session, we'll review the clipboard, which is a questionnaire that's associated with specific appointments and provides the clinical staff with information in advance of the appointment related to the patient. If a clipboard has been associated to the appointment, it will display at the top of the portal page as soon as that appointment has been assigned. To access the clipboard, simply click on the link and from here you'll be able to view both available clipboards and those that have been completed. If you have more than one clipboard associated for appointments, then multiple will display in this list. You'll be able to tell which appointment this is related to. So in this case, the appointment is for September 2nd, 2020. You'll be able to see where that appointment is, what time, what patient it's for and what facility it's located in.

Speaker 1:

Clipboards are sent out as soon as the appointment is scheduled, and there will be reminders that are sent 30 days prior to that appointment and seven days prior to that appointment. It's important that this information is completed prior to that appointment. Once that appointment time has arrived, the clipboard will disappear. The messaging inbox is where those reminders would be located. You can actually access the clipboard from this link or from the home page and the clipboard link gets associated. The recommendation is to access it from the homepage as more information is available.

Speaker 1:

Once you're viewing the clipboard, click on continue and answer the questions that have been associated. For this particular clipboard, they're asking about medications that the patient is taking. This information is coming from the patient's medical record, and it lists the meds that the patient is on. Take a moment to tell us if this is being taken as prescribed, if it's not being taken or it's not being taken as it's prescribed. If the answer applies to all, you can click the check box or you can answer them individually. If the information about the medication or the dose is incorrect, that can be edited by clicking the edit button and typing in the appropriate information regarding the dose, the frequency, the comments, or the prescribing physician. Once the information has been completed, select save and then select next for the next group of questions.

Speaker 1:

In this case, we're asking the patient to review the allergies that we have on file and let us know if these are still accurate, or if they need to be edited. If they're accurate, no action is required. If there needs to be a change in the allergy or the reaction, they can request to have that removed. Once that information is sent to Shriners, it will be updated in the patient's record.

Speaker 1:

Once the information has been completed, submit the answers, or if you need to, you can go in and review the medications or the allergies to make additional updates. Again, once all the information has been completed, hit submit the answers and you'll get a notification that your form has been submitted and their provider will be able to review that information prior to your arrival. Once that clipboard has been completed, it will no longer display at the top of the homepage.

Speaker 1:

That concludes our information on the clipboard. Thank you very much and have a great day.

Speaker 1:

From the menu section, select documents. At the end of each patient visit, a patient summary is generated. The documents in the list display the summary that was developed during each encounter. These can be viewed by clicking on the link or by downloading the document. May also include the date that each document was generated. When you click on the link, the document will open and will display the information that was generated during that encounter. This includes the reason for the visit, the providers that were seen during that visit as well as the patient's allergies, medications, orders, problems, follow-up visit, discharge instructions and patient education.

Speaker 1:

The next section is the visit summary. Visit summaries are similar to the patient summary but contain much more information. The visit summary includes some of the same information as the patient summary. The biggest difference is that the visit summary also includes provider medical notes that the provider has signed and finalized. In the visit summary you have the ability to sort by entering a start date and an end date and only summaries generated during that time period will display. Once again, you can see the type of visit that the summary was generated for and you can open that summary by clicking on the link. As with the documents, you can also download. To download, you just click on the button, select download viewable. This will provide a version that you'll be able to read versus a codified version. Once that document has been downloaded, it will display in the left lower corner and you can double click on that to view it.

Speaker 1:

As you can see, these documents will contain a lot more information and much more detail about clinical information that occurred during that patient's visit. In addition, the visit summaries have the capability of being sent to another person. You can send it to someone by using direct email which is the secure version of sending an email. In this instance you would need to have the direct email address for the person that you're sending it to in order to send it securely. Or it can be sent using unsecured email. When sending a secure email, you enter the person's direct email address and a message and you can see the information that's being attached and then select send.

Speaker 1:

The next section is the patient information. This includes the patient's demographic information including their name, their date of birth, their address, their contact information, insurance information, personal contacts and medical contacts. Information on this page cannot be updated as it is view only. If information on this page is incorrect, you'll need to contact your local Shriners Hospitals for Children. Once they update the information, it will display appropriately in the patient portal.

Speaker 1:

The last section of overview is the provider note section. Once again this includes all the notes created by medical staff during that patient's visit. Again, you can click on the link or download to view that document and also see the date that each document was created. Once the document is open, you'll see information that displays just as it is in the patient's electronic medical record.

Speaker 1:

The next section is the Appointments Section. This has two subfolders, one to view upcoming appointments, and the other is to request a new appointment.

Speaker 1:

In the View Upcoming Appointment section, you'll be able to see any future appointments that are scheduled for the patient. You'll be able to tell what type of appointment it is. What time that appointment is for. Whether or not it has a clipboard associated to it or a questionnaire. What patient it's for, what facility or Shriners Hospital it's for.

Speaker 1:

From that appointment, you'll be able to select the Options button and you can add it to your calendar, view additional details, request to reschedule this appointment or request to cancel this appointment.

Speaker 1:

To reschedule the appointment click on the Reschedule option. It will open up a form for you to complete and fill out. Select a facility that you're associated with. If you have a preferred provider you can enter that information in this box. Select when you would like to visit, the choices are the first available, or you can select a date range.

Speaker 1:

Selecting First Available will allow the staff to automatically assign you to that first available time slot. Selecting a date range allows you to enter a start date and an end date. You can also select which day that you prefer. Please remember, Shriner's appointment hours are typically Monday through Friday only. You can type in your preferred time and why are you requesting to reschedule?

Speaker 1:

In addition, you'll need to select how you want to be notified, whether it's by secure message, which would be an email back to the portal email, or by telephone. If you choose by phone, you'll need to enter the area code and the phone number that you can be reached at.

Speaker 1:

Once this information is completed you can select Send Request. That sent message will appear in your message center sent box. And if the staff reviewing that request have any additional information, they will contact you either by secure message or by phone.

Speaker 1:

The other option that is available with regards to existing appointment is to cancel this appointment. If you need to cancel an existing appointment, select the Options button and select Cancel. In this particular example, you'll see that this is a surgical appointment and you are not allowed to cancel surgical appointments through this request. You would need to call that facility to contact them to let them know you need to cancel.

Speaker 1:

If it's not a surgical appointment then you'd be able to complete the form by first selecting the facility that the appointment is scheduled for, and then typing in as much information as you can with regards to why you need to cancel.

Speaker 1:

Once again, you'll need to select how you want to be notified in case there are additional questions, whether that be by secure message, which is a message to the inbox of the patient's portal or by telephone and include the area code and the phone number, and then select Send Request. Once that appointment has been canceled, it will be removed from the appointment list.

Speaker 1:

To request a new appointment that is not already on the list select Request Appointment. Again, indicate the patient that this appointment is for. Select the facility where this appointment is to take place. Tell us whether you have a preferred provider. When you would like to visit, whether it's first available or date range. Which day you prefer, once again, remember that Shriners Hospital for Children typically operates Monday through Friday. Select your preferred time and provide as much detail as you can regarding why the appointment is needed so that we can ensure that the appropriate staff and resources are available when the patient arrives. Once again, you'll need to select whether you want to be notified by a secure message or by telephone and choose, Send Request.

Speaker 1:

Any additional information regarding the appointments for these requests will be available in the gray information boxes. Please note, for requesting an appointment we have a two-day business turn-around time. And also, if there are appointments for the orthotics or prosthetics department, those are handled separately and you'll need to contact that department directly.

Speaker 1:

The Messaging Section includes an inbox, a sent folder, and a trash folder. This works similar to outlook messaging or emails that you may receive on your phone.

Speaker 1:

The inbox section is used to send and receive messages from Shriners Hospitals for Children. From the inbox, you'll be able to send a message or view messages that have been sent to you. These could include clipboard or questionnaire notifications which will be discussed further in the next video, or it may be related to a funding request or a medical request.

Speaker 1:

We'll come back to sending a message in just a moment. The Sent Folder is where messages that you have sent out are stored and they're kept in this folder until they're deleted. The Trash Folder is a temporary storage place for messages that have been deleted from the sent box or the inbox, they will remain in the trash folder until such time as you decide to delete them permanently.

Speaker 1:

So let's go back to the Inbox. This is where you'll be able to create and send a message. One method for doing this is to submit a request for a medical record release. So to do that you will click Send a Message. And once that New Message box opens you select the patient that this is related to. If you're only associated to one patient, then only one name would display.

Speaker 1:

Once that is finished, you'll see that it says Medical Record Request. Right now this is the only option available from the message center to send out. Once future functionality is added there may be additional options in that dropdown. From the subject, click on it, the box, and you'll see Request for Medical Records. You'll need to select this option.

Speaker 1:

Once you're done with that type in the message that you'd like to send to the medical records department letting them know as much information about the content that you wish to receive.

Speaker 1:

Once that's done, you can click on the Send button. Once you send that message, you'll be able to see it in the Sent folder. That message will route to the Shriners Hospital for Children health information management or medical records department and they will work on filling your request. If they have any additional questions for you they'll be able to send an email back and let you know what additional information that they need.