Innovation Grant Update - Relatient Population E-lerts
Pediatric Associates applied for the CPP Innovation Grant in 2016 with a goal to increase patient outreach targeting patients due for a well check, as well as asthmatic patients in need of spirometry. The system they used, Relatient, assisted the practice with communication campaigns that consisted of automated phone calls, emails, and text messaging. The practice seemed to improve patient compliance, target gaps in care, and improve reimbursement.
What worked well?
Partners for Kids teen patient’s ages 13-18 years old received reminders of overdue well care. Partners for Kids toddlers with past due well visits were reminded to schedule well care. Asthma/Spirometry patients received reminders for follow up. These reminders can be set to call, text and email at specified intervals. If no response to call, text in two weeks (for example). Once the patient has completed the visit, the clinical alert flag falls off in Primesuite and Relatient ceases contact and counts that patient as a successful reminder. Each visit type can be assigned a dollar amount so the report can show you how much revenue you generated using the E-lert.
What didn’t work well?
Relatient did not have all of the information the practice wanted readily in their canned reports. They did create the reports and voiced willingness to create additional reports. The turnaround time for these specific reports took 2 to 3 weeks to manifest.
Did the results match the predicted outcome? What were some key learnings?
33% of the past due PFK appointment reminders contacted scheduled an appointment and completed it. The ability for patients to automatically connect to the office of their choice as soon as the E-lert is received was very helpful. You can titrate the amount of contacts made per day to fit your staffing and/or busier/slower times and days. You can prioritize which E-lerts are the highest priority so parents do not get bombarded with information.
Was there a significant impact on practice workflow, coding or other practice processes?
Yes, the practice was able to make critical patient communications more frequently without the staff working cumbersome lists, allowing other work to be completed.
The practice plans to ADAPT and ADOPT use of this product.
The practice has expanded their contacts to new campaigns. All checkup reminders are now done through Relatient. All overdue teen visits are given reminders along with Men B FAQ information. They have begun an HPV vaccine reminder campaign that will run every 6 months for those children 12 years and older who have no Gardasil vaccine listed. It explains the benefit of only 2 vaccines prior to age 15 years old. They have also targeted a specific set of zip codes that are PFK females that will receive information about Nexplanon availability in the office.
Is this innovation recommended to other practices? Yes
If yes, what key learnings or advice would you give to another practice looking to implement this innovation?
Since most practices are using E-clinical works, the workflow may differ. A demo using E-clinical works should be viewed before deciding to implement. Start with only 1-2 campaign types at a time. Learn how that works with your population. Make sure you have the exact reporting you want. Then you can expand your campaigns once you are comfortable with the product. You must have a clinical person who is willing to learn to build the alerts on the EMR side.
Jason Sprague- Business Development Manager
Pediatric Associates Inc.
(614) 864-3222 ext. 1123