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Verifying Patient Identities for patient portal - What do you do?

Patient Self Service

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angelahunsberger

(@angelahunsberger)

Posts: 290

Reputable Member

Topic starter

Do you use the PIN method to verify patient identities for the portal or do you use the temporary password method?
Do you allow identity verification over the phone or in person only?
How do you handle portal accounts for new patients where you want them to go to the portal and fill out medical history prior to their appointment? Do you require in person identity verification or if you allow verification over the phone, what criteria do you ask?
Do you allow minors portal accounts? If so, what is your policy when they become of age?

Posted : June 9, 2014 7:05 am

angelahunsberger

(@angelahunsberger)

Posts: 290

Reputable Member

Topic starter

angelahunsberger said:

Do you use the PIN method to verify patient identities for the portal or do you use the temporary password method?

Do you allow identity verification over the phone or in person only?

How do you handle portal accounts for new patients where you want them to go to the portal and fill out medical history prior to their appointment? Do you require in person identity verification or if you allow verification over the phone, what criteria do you ask?

Do you allow minors portal accounts? If so, what is your policy when they become of age?

HI! I didn't get any responses on this forum so I thought I would share the results of information i received when I reached out to my various Centricity contacts:

1. Most places use a PIN to verify patient identities. 11 out of the 12 offices I asked used the PIN and one office used the temporary password (in-office verification) method.

2. Most said they only verify ID's in person. A small few said they do allow this over the phone but ask questions that only the patient would know.

3. Most offices do not accept new patient paperwork on the portal but some did.

4. This one is tricky and is all over the board depending on company and specialty. It seems that either minors aren't allowed a portal account. Or, if they are, once they become of legal age (varies by state), the account is inactivated and must be reactivated once they become of age.

Posted : June 16, 2014 5:44 am

jutaylor

(@jutaylor)

Posts: 2

New Member

I haven't checked in a while but here's what we do:

1. We use the temporary password, our patients have a tough time with the PIN verification.

2. We do 99% in office.

3. We don't use the portal for new patient paperwork.

4. We are a geriatric group, so we don't have minor patients.

Posted : June 19, 2014 4:50 am

dduschel

(@dduschel)

Posts: 207

Reputable Member

First of all, I want to thank you for your question and your follow up. We have been using Kryptiq's SMPP for over 3 years. I have been asked to find out just about these exact same questions by our steering committee.

1) We initially used PIN but found we had very little success with registration. We changed to SS# for a while and had much better rate of registration and verification. However, Kryptiq announced they would no longer support SS# for verification so we went back to PIN

2) We give the PIN in office with in person verification. Our IT department has a list of questions we ask for extenuating circumstances. I created a text component for our IT to use in order to verify the patient. We do this only when the patient is homebound or out of state and it causes a burden to the patient.

Steps to determine reason verification isn't working:
Is the PIN less than 30 days old? :
Is the patient putting in name as indicated in the chart? :
Is the date of birth as indicated in the chart? :
Is the PIN number as indicated in the chart? :
Pick 3 of the following:
Patient's Social Security number (or last 4) of social security number :
Last date you were seen here at the clinic :
Last 2 providers you saw here at the clinic :
When are you next scheduled here at the clinic :
List a couple medications that would be on your list :
List a couple problems that would be on your problem list :

3.) We do not use the portal for new patient paperwork either.

4.) We use family management now, but we did not allow minors to have an account before we went to family management. Kryptiq actually has it built in that prior to the 18th birthday there is notice sent that the account will be de-activated on their 18th birthday and they will need to register and verify to their own account.

Posted : June 24, 2014 11:23 pm

IvanRaintree

(@ivanraintree)

Posts: 11

Active Member

Thanks for all the great insight!

What is the disadvantage of collecting new patient paperwork through portal? My thought is that this should initiate patients to start using the portal.

Appreciate the help.

Ivan

Posted : November 9, 2014 3:08 pm

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