Harnessing Technology to Create a Better Consumer Experience

Let’s face it – no one likes to go see a healthcare provider.  It usually involves poking and prodding, either literally or figuratively.  Also, new patients often have to sit in a crowded waiting room filling out new patient paperwork – you know, the paperwork that has been copied a thousand times and is barely readable.  Some of the copies are one-sided, others are two-sided.  Oh, the humanity!

In 2010, Aspire Indiana partnered with Medfusion to implement a Consumer Portal, which is available on Aspire’s website (www.aspireindiana.org).  The Portal allows consumers to complete initial registration forms prior to their intake appointment, request medication refills, schedule appointments, ask questions regarding their medical record, ask questions regarding billing, ask questions regarding Aspire’s services, and pay their Aspire bill.  The Portal was developed with three goals in mind:

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    Photo credit: basketman via http://www.freedigitalphotos.net/

    Improved Access to Care:  The Portal allows clients to complete pre-intake registration forms on-line, including screening tools and a medical history.  On-line completion of the pre-intake packet has drastically improved attendance rates, and has lead to timely access for initial appointments.  Since the Portal was implemented, Aspire Indiana has met or exceeded the industry standard for timely access to services in 10 business days or less across the agency.

  2. Improved Client/Staff Communication:  The Portal allows Aspire Indiana to provide electronic copies of Clinical Summaries and Coordination of Care documents, as defined by the federal and state Meaningful Use Incentive program.
  3. Photo credit: winnond via http://www.freedigitalphotos.net/

    Photo credit: winnond via http://www.freedigitalphotos.net/

    Convenience for Consumers: Prior to implementation of the Portal, consumers would have to call Aspire, or visit one of its offices to request medical record copies.  Now, consumers can request a copy of their medical record using the Portal.  Consumers can also use the Portal to schedule appointments, and to pay their Aspire bill.

Through its Portal, Aspire has provided consumers with an experience that is more interactive than most providers.  All consumer registration materials are available on-line, and by incorporating a data interface program, all portal data is downloaded directly into the consumer’s chart in Aspire’s electronic medical record.  Check it out: https://www.medfusion.net/secure/portal/index.cfm?fuseaction=home.login&dest=welcome&gid=7816

About the Author: Mark Combs is a grant writer with Aspire Indiana.  You can learn more about Aspire Indiana at https://www.facebook.com/AspireIndiana.  You can follow Mr. Combs on Twitter @MarkCombs1968.

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