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Collecting patient emails - best practices

Patient Self Service

Last Post by Anonymous 1 second ago

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jsullenger

(@jsullenger)

Posts: 9

Active Member

Topic starter

Hello,

I'm looking for best practice suggestions as our organization starts collecting email addresses as part of the patient registration process for new and existing patients(i.e., what has worked and what did not work).

We are in the initial planning stages of implementing our patient portal. The decision was made not to collect email addresses when we first implemented the the practice management side (June 2013). The concern was that it would create patient confusion since we did not have a patient portal at that time nor did we have an anticipated implementation date.

Collecting an email address can be a touchy subject. I'm just curious if anyone has examples of what worked well in the opt-in approach of collecting. Or, perhaps someone has an example of what did not work well. Certainly one key would be to provide clear and concise information about why we are asking for the email address and present it as an enhancement to the patient experience.

Suggestions are appreciated.

Posted : February 18, 2014 8:15 am

mikeseale

(@mikeseale)

Posts: 344

Reputable Member

We added an email text box to the registration sheet that new patients fill out. We also print out the registration and have the patient review everything (which includes email) and make changes as needed every time they come in for a visit. So, they don't have to fill out the email part, but it is there for them to do it if they feel like it.

It really depends on the portal you are using. Intuit's patient portal requires an email address to use, so we are telling our patients they have to provide an email to have access to the patient portal. If they don't provide one, we just write "None" in the email text box so that we know we at least asked for it.

Posted : February 18, 2014 11:04 pm

jsullenger

(@jsullenger)

Posts: 9

Active Member

Topic starter

Thanks for sharing feedback. We will require and email address as well. An update to the existing registration form makes sense; we have that in place already. Good (well informed) messaing about the portal from the front office team, the back office staff, and the providers will help too.

Posted : February 19, 2014 1:31 am

cecild

(@cecild)

Posts: 314

Reputable Member

We as well added the E-Mail field to the sign up sheet, but a lot of patients will not fill it out or put none. What we are doing now is asking at the front desk when we get insurance cards. We are telling them we need there email address. Also having them sign a authorization for Patient Portal. Then we have a clerk actually sit down and sign them up prior to going to the back office. Sometimes we get people who do not want it, and what we have found is now our providers and nurses tell them we will be sending your lab results back through secure messaging. They will say we need you to sign up, becuase due the the higher cost of postage all normal results will be sent this way.

This approach has yielded 1500 patients signing up in approx 45 days. We are well on our way to meeting the next MU goal now. Also found patients are liking it and telling others as well.

Also getting a good percentage of patient generated questions through secure messaging now.

Posted : February 25, 2014 4:05 am

jsullenger

(@jsullenger)

Posts: 9

Active Member

Topic starter

Thanks very much for taking the time to share feedback--very helpful. I think you highlighted a major key--getting the providers and nurses to engage patients in the process. Patients may decline at the front desk, however when their provider says "I sure hope you signed up for our new portal!" then the patient may have a much-improved perception. It sounds like you launched with a nice adoption percentage -- best of luck as you work toward MU goal.

Posted : February 25, 2014 5:42 am

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