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Anyone reporting on Response Time for Secure Messaging?

Patient Self Service

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DavidShower

(@davidshower)

Posts: 1255

Noble Member

Topic starter

For PCMH we need to measure how quickly we are responding to patient's e-mails coming in via Secure Messaging. Is anyone doing that? Any reports or at least data mappings that you would be willing to share? GE/Kryptiq has been most unhelpful.

Thanks so much!

David Shower

OU Tulsa School of Community Health

Posted : January 17, 2013 12:29 am

mfornkahl

(@mfornkahl)

Posts: 132

Estimable Member

I would like this information as well.

Posted : May 10, 2013 2:32 am

jamesedward

(@jamesedward)

Posts: 257

Reputable Member

I have two reports. One for the Kryptiq portal identifying time to 'action' and one for EMR identifying time to 'signature' on documents.

In our model, all portal messages go to the Message Center for triage by staff and a determination as to what goes in the Chart (for example, appt requests don't, but clinical messages do). During PCMH2009 all messages went directly into Charts so it was much easier to prove 'timeliness' via Documents.

I just finished building this Kryptiq SMPP report (5x) from scratch. You'll need to setup a similar SQL ODBC connection and Set the DataSource to your server.

There are a number of SMPP EventLog items that make it difficult to know exactly when the message was 'finished', particularly with the back & forth of message replies...Re:, Re:, Re:...for recent messages (i.e. this week) I just exclude the 'RE:' subject. The complexity is not in the number of tables, but in understanding how Kryptiq stores the actions.

The "Document" report goes back to the 2009 Standards and works similarly for other types of documents.

Note that these reports have grown over time and may have functions/fields that aren't being used much still lurking in the background. For the Kryptiq portal report, I essentially pulled all fields into the Detail in order to learn which values were relevant. Many of those are not. I also did not particularly follow any naming convention or prettiness as it has been more about understanding the data...caveat emptor.

Not sure the above links work, so by all means, please share any feedback or let me know if you have questions...

Jim Eppright

[email protected]

610-447-6179

Posted : May 22, 2013 3:19 am

twerner

(@twerner)

Posts: 82

Estimable Member

James - Links here are broken.

Posted : April 21, 2014 7:36 am

jamesedward

(@jamesedward)

Posts: 257

Reputable Member

Note that the two reports are for SMPP 6.2 or lower and EMR 9.5.

We have the new 6.4 version on a test server but I haven't compared the two yet.

What I end up doing with the Kryptiq report is tweaking the selection criteria (incoming messages to staff Message Center vs. outgoing messages to patient, with RE: vs. without RE:).

Note that we found an issue that when a patient 'views' a message but does not double-click to open the message, it doesn't necessarily show as read. Even with that, the report will show you what staff/offices aren't checking the Message Center.

[email protected]

Posted : April 22, 2014 12:35 am

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