DIALOGUE | Digital, Innovation & Telehealth – “Patient Self-Service as a Means to Decrease Healthcare Spend – Self-Scheduling, Mobile Check-In, Chronic Care Management. What is Realistic to Expect from Your Patient Population?”

Brent Steineckert, MPH, Chief Clinical Operations Officer; and Christina Gonsalves, Project Implementation Coordinator, Patient Access, Sharp HealthCare

Discussion Questions:

1. What workflow or processes have you implemented to drive patients to self-serve as it relates to mobile check-in?
2. What workflow or processes have you implemented to drive patients to self-serve as it relates to direct scheduling?
3. ROI, has the group seen significant gains from the self-service and telehealth space? How are they measuring?
4. How big of a role did staff culture play in encouraging patients to self-serve?
5. How did you address staff pushback? There is still a big concern from our staff on what role they will play in the future if they encourage patients to self-serve.
6. Care Gaps – How have you used your technology to automate processes that remind patients of orders that need to be completed?
7. Is anyone using home diagnostic tools that integrate with Epic (RPM) and what is key in their virtual care strategy?
8. Has anyone tackled billable messages? If implemented are they patient or provider initiated?