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Support for Patients

Patient Self Service

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kdevin

(@kdevin)

Posts: 75

Estimable Member

Topic starter

How are other groups handling support for the patients when they have problems with the patient portal? Do you have dedicated resources to help the patients with log in issues, questions, etc?

Posted : January 14, 2014 8:33 am

Mitch Kwiatkowski

(@mitch)

Posts: 111

Estimable Member

Patients contact the physician's office first. We've provided a quick reference sheet on common issues that staff should be able to assist with - logins, password resets, missing attachments. If staff are unable to help the patient, they take a message and relay it to our IT department. Someone (usually the same person) calls the patient to troubleshoot. We have 18 locations and have found that this works very well. We saw a lot of support calls soon after implementation, but the volume has dropped a lot since then (over a year ago with the current portal product).

Posted : January 14, 2014 11:52 pm

kdevin

(@kdevin)

Posts: 75

Estimable Member

Topic starter

Would you be willing to share the reference sheet?

Posted : January 15, 2014 1:56 am

Mitch Kwiatkowski

(@mitch)

Posts: 111

Estimable Member

It's basically just a list of who is responsible for what. Training is separate and will vary depending on the product you use. But here's what our IT department distributed:

Due to security risks, IT cannot verify patient identity. Please do not ask the patient to call support. We are instructed to refer all patient calls to their local office. If a patient requires assistance, please send the information in a flag or call support. If we determine it is necessary to contact the patient we will do so with the information you provide.

IT is available to assist the practice with portal questions
We have tested the portal with Windows and Mac computers.

What the office is responsible for:

Patient identity verification
Verify the patient is setup in the portal
Generate a registration PIN (when necessary)
Verify delivery / track messages and documents sent to the patient portal Message Inbox
Instruct patients on initial password reset
Relay patient information to Support in the event of technical problems

When should you contact IT:

If the patient receives any error messages
If the patient cannot remember their user ID or the online password reset DOES NOT work
If the patient cannot connect to the PPCP website or PORTAL website
If the patient does not receive a secure message e-mail

Posted : January 15, 2014 3:42 am

Alice Vuong, RHIA

(@avuong)

Posts: 39

Trusted Member

We have a support line and support inbox for our patients to call or e-mail for any technical assistance. The support is handled by one person during business hours M-F. 90% of our calls are for assistance with logging in but the calls can range from lasting 2 minutes - 45 minutes. We have the portal implemented with all of our primary care, women's health and specialty offices.

Posted : February 2, 2014 11:30 pm

mbellis

(@mbellis)

Posts: 293

Reputable Member

Our portal has a helpline that is operated by myself and another informatics nurse. We are only here during business hours but have voicemail for after hours. We also check the secure message inbox for messages as well. Most calls are forgotten passwords, login help, or not knowing how to open or find the attachements. We went through a time where it seemed everyone needed to be walked through adding the portal to their compatibility settings in their browser as well.

Posted : March 20, 2014 1:08 am

kdevin

(@kdevin)

Posts: 75

Estimable Member

Topic starter

Malissa and Alice,

What size of practice do you support? We have over 250 providers across 36 locations.

Posted : March 20, 2014 5:03 am

mbellis

(@mbellis)

Posts: 293

Reputable Member

We are not nearly that large. We have 35 providers, 4 locations (1 main clinic and 3 practices in other buildings).

Posted : March 20, 2014 9:59 pm

Alice Vuong, RHIA

(@avuong)

Posts: 39

Trusted Member

Our patient portal is used for the health network. We have about 150 providers across 50 offices.

Posted : March 25, 2014 6:07 am

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