Six years ago, Women's Care Florida, a
13-physician group practice, thought it was leaping into the future when it
implemented an ambulatory EHR.
The
software enables physicians to document their care, process labs and write
prescriptions. "We had paper charts everywhere and it was a nightmare to
find patient information," recalls practice member Matthew Mervis, M.D.
"But we realized as we got further into the transition, we weren't doing
the patient side. They were still calling us to get lab results, to ask
follow-up questions, and to make their next appointment. Every telephone call
represented another piece of paper. We got the office converted but we still
had to figure out how to convert the patients."
Like a
growing number of practices, Women's Care Florida turned to a patient portal,
in this case one embedded in its ambulatory software package, from Greenway
Medical Technologies. At first, the practice used the portal to publish
care-related pamphlets. Then it added service-oriented transactions, which
caused the popularity of the software to spike.
Now,
patients can book appointments, ask routine follow-up questions, request
medication refills, see their lab results and even pay bills online, all behind
the firewall of a secure Web site, Mervis says. "Nearly all of our
patients use it," he says. "It works out very well for the practice
from an efficiency standpoint."
But
there's one portion of the portal patients rarely touch, adds Lisa Mangan,
R.N., administrator and practice manager at Women's Care. That's the section
where patients can enter their own data into a free-standing personal health
record. In theory, patients could add other data into the PHR, and dispatch it
to their physician through the portal's secure messaging function. But that
rarely happens. "The patients just don't use the PHR," Mangan says.
"They don't understand what it's for, since they know our doctors are
keeping track of their care for them."
When it
comes to portals and PHRs, Women's Care Florida typifies a conundrum for the
broader industry. Not long ago, PHRs were the darlings of venture capitalists.
Patient-controlled records, it was predicted, would not only plug
communications gaps but also grant patients the ability to take charge of their
health. Google was one of many companies that launched PHRs, via its
GoogleHealth initiative, with those lofty goals in mind. Problem is, the vast
majority of patients weren't and still aren't interested in being their own
record-keepers-let alone asserting any type of authority over caregivers.
The
ostensible "authority" granted to patients proved to be mere
nuisance. Eventually Google dissolved its business line and many other PHR
wannabes quietly folded (see sidebar, page 26). "The market has never
taken off for PHRs as an independent platform," says John Moore, founder,
Chilmark Research, which tracks the health care I.T. industry.
"GoogleHealth was a noble attempt at trying to make it easy. But consumers
were not engaged in trying to gather their records and import them into a
PHR."
That's
not to say the importance of patient connectivity went away. While
patient-controlled (sometimes called "untethered") PHRs have thus far
proven to be marginal components of care, the patient portal model has steadily
gained traction. Industrywide, there has been a surge in patient portals, which
sport a variety of features and functions similar to those in use at Women's
Care Florida. Many observers refer to the patient portal as a "tethered
PHR," meaning it remains under the jurisdiction of the provider. Patients
gain direct access to their provider's electronic record, and while they're
limited in their ability to add data or transport the record to other
providers, the messaging and scheduling functions are appealing nonetheless. "The
real basic stuff patients want to do online with physicians can't be done with
the PHR, but can be done with the newer portals," says Moore.
Portal limitations
But
even portal advocates recognize the limitations of the model. They acknowledge
that, despite the growing numbers of features offered by portals, some
variation of the PHR-perhaps one connected via a health information
exchange-will likely be needed to fill care gaps beyond their reach. These
include between-visit care data for patients with chronic conditions, such as
diabetes. Linking to specialists outside the reach of the health-system driven
portal is another portal shortcoming potentially overcome by an untethered PHR.
What's
driving the boom in portals? Reimbursement factors in as much as the ideal of
patient authority. Under emerging payment models of accountable care, providers
will be compensated on how well they manage patients with chronic conditions.
For many, the portal represents a communications tool that can play a big role in
staying in touch with at-risk patients between visits.
And as
Moore points out, the march to value-based purchasing by health insurers, most
notably Medicare, is sparking a spate of consolidation in the industry as large
providers as well as payers acquire practices "to better control the full
patient experience and better manage chronic care patients. We will see a
greater aggregation of patient records into select entities and that will lead
to a more longitudinal record accessible through a conventional portal,"
Moore adds. Furthermore, to qualify for meaningful use payments, providers have
to provide patients an electronic copy of their chart upon request-a task
greatly simplified by the patient portal.
Portal
appeal aside, consumers have been slow to adopt PHRs due to a lack of
incentives, says Harry Greenspun, M.D., a senior advisor in the Deloitte Center
for Health Solutions, Washington, D.C. "PHRs were the rage mainly among
PHR vendors," he says. According to Deloitte's annual survey of consumer attitudes
about health I.T., just over 10 percent of the population maintains a PHR-which
the survey defines as using a computer or Web site to maintain a personal
health history. "Anything from a spread sheet to a full-bore electronic
record," Greenspun says. "We don't distinguish between tethered and
untethered."
It's
the untethered variety that providers most commonly associate with PHRs-think
GoogleHealth. The technology's inconvenience creates the biggest impediment to
consumer adoption, many say. David Voran, M.D., medical director at St. Joseph,
Mo.-based Heartland Health's Innovation Clinic, says he tried to create his own
PHR using free-standing commercial software. "It got to be a nuisance. It
involves continual reconciliation of the record. When I ask patients about
PHRs, they say they're not worth the effort."Instead, the clinic offers
patients connectivity via a portal linking directly to its EHR, from Cerner.
The Cerner portal offers transactions and features beyond the reach of most PHRs-such
as granting chart access. "They can schedule visits and communicate with
physicians," he says. "The majority of patients don't use the portal,
but among chronic patients, 80 percent do."
Many
patients with chronic conditions use the portal to query their physician about
minor problems, rather than booking appointments.
"We're
not billing for that and they save a ton of money" by avoiding office
visits, Voran says. It's direct access to their official record that lures
patients, he adds. "Patients want to use the record their doctor
sees."
The
University of Pittsburgh Medical Center tried in vain to introduce PHRs into
its workflow. Running more than 20 hospitals (including eight at the HIMSS
Analytics Stage 6 of EHR adoption), UPMC was an early partner with
GoogleHealth, recalls G. Daniel Martich, M.D., chief medical information
officer.
"We
tried to promote Google, but patients didn't want to go there. They voted with
their feet and we abandoned that approach." The problem, Martich
summarizes, is the lack of connectivity between the PHR and the regular record.
"If you want to see your appointment list, you can't," he explains.
Pushing ahead
Undeterred
by lack of interest in its PHR offering, UPMC has pushed on with its patient
portal, a secure-access site that is part of its Epic EHR. Called HealthTrak by
UPMC, about 87,000 patients use the portal, Martich says, launching into a list
of features and functions. "Patients can see a summary view of old and new
meds, make refill requests, see lab and radiology results, and view upcoming
appointments," he says. "We also have e-visits."
E-visits
are most commonly for minor complaints such as sore throats and headaches,
although they can also tackle impotence and birth control-related questions.
UPMC conducts about 150 monthly e-visits through its portal, requiring a co-pay
from patients to participate.
In the
set-up, patients log in, check off a standard disclaimer about the visit being
a non-emergency, then proceed to describe their problem from standard pull-down
list of problems. Based on the problem, the system walks patients through a
list of standardized questions, which are driven by a behind-the-scenes
algorithm, gauging the response and then pushing out the next appropriate
question. Most of the time, the question goes directly to a primary care
physician assigned to the patient's group, Martich says. "The patient
usually receives a response within three hours," he says, with most
replies coming by secure messaging containing advice about how to proceed.
Martich
says the portal also helps keeps patients with chronic conditions engaged in
their care. "We're trying to make office visits more transparent with more
data sharing," he says. For example, using the portal, diabetic patients
can track lab values and clinical measures online, graphing their lab scores
and cholesterol counts. Seeing those values helps patients take more
responsibility for their own outcomes, he says. "The portal helps patients
manage their problems."
Many
EHRs now include portal and PHR applications, but some hospitals have opted to
build their own patient interfaces. Sharp HealthCare, San Diego, looked at
commercial portals five years ago and decided it needed to build its own, says
Anthony Sacks, M.D., a family physician at Sharp Rees-Stealy Medical Group, a
350-physician group practice mandated to use the portal to communicate with
their patients. About 30,000 patients have registered to use the portal, which
offers secure messaging, online bill payments, appointment scheduling and
access to portions of the patient chart (an Allscripts EHR). Sharp did maintain
a connection with the old GoogleHealth, which enabled patients to transfer
certain information from the Allscripts system into their private PHR. But
after Google closed shop, Sharp has not considered adding other PHRs to the
mix, Sacks says. "PHRs seem like a vehicle for advertising," he says.
A tangled environment
For
many in the industry, Google's withdrawal from the PHR business reflects the
difficulty of entering the health care industry as much as limitations of the
technology. The health care information stream is both tangled and highly
regulated, causing some organizations to avoid embracing PHRs.
Heartland
Health considered a project that would push out data from its in-house EHR
chart to a PHR, says Voran, the medical director, but "the compliance
officer said that would raise too many hackles," he recalls. "We
would be pushing out HIPAA-protected data and creating all these possible use
scenarios. We would have no assurance that unauthorized data mining was not taking
place."
The
downslide for PHRs dismays many technology proponents-but does not necessarily
surprise them. "The ideal of a portable record, under patient control,
which seamlessly connects with places where the patient gets care, turns out to
be a challenge on a number of levels," says Daniel Sands, M.D., one of the
pioneers of the patient portal. "Patients are not willing to enter many
things on their own. With a portal, you are giving the patient a view that is
already there, that's already structured and reconciled."
Sands
now serves a chief medical informatics officer at Cisco Inc., having reduced
his medical practice to a part-time primary care role at Beth Israel Deaconess,
Boston. In 2000, Sands helped the hospital launch PatientSite, one of the
industry's first patient portals. Still in use, the portal enables any number
of transactions and grants access to the patient's EHR. "People are
adopting the tethered PHR because that's where it's easier to get it
right," he says. "All the major EHR vendors have embraced the patient
portal module. None of the free-standing PHR vendors has been very
successful."
The
principal drawback to the hospital-controlled portal is the limited portability
of the record, Sands acknowledges. "When patients sever ties with the
institution, they can't take their information with them," he says.
"We don't have EHR connections across the country to make it easier."
In the
short run, that lack of portability won't affect many patients, Sands contends.
"Increasingly, there's consolidation among provider groups to large
systems. The portal is going to be the only thing you need. As the industry
consolidates, the portal will be fine for the majority of patients-unless they
move. We need to figure out how to connect our disconnected system through
health information exchanges, so patients will have access to their own data
through them."
As the
industry moves away from fee-for-service to outcomes-based reimbursement
models, the need to maintain connectivity with patients becomes even greater.
The
shifting payment landscape is a big driver behind patient portals. Practices
like Women's Care Florida need to run as efficiently as possible-and automating
transactions via the portal is a timesaver for patient and provider alike,
according to Mervis and Mangan. Using the Greenway portal, patients can fill in
customized forms online prior to the visit, information which ports to the task
list in the EHR.
"The
staff can compare the old history with the new before accepting," Mangan
says. Each year, the practice completes some 8,000 appointment requests and
2,500 prescription refills through the portal, transactions which once required
phone calls and paper notes. Inevitably, during those calls, staff would small
talk with patients, protracting the call needlessly, Mervis adds. "There's
no more chit-chat with the staff when they call now."
Other
practices are looking to combine a portal with embedded PHR capabilities to
keep tabs on patients with chronic conditions. The Santa Clara (Calif.) County
Independent Practice Association is a consortium of 800 physicians and treats
over 100,000 patients, with many enrolled in commercial ACO plans, says Wayne
Pan, M.D., the chief medical officer.
The IPA
has deployed an administrative portal for its physicians, which collects and
adjudicates referrals automatically with an adjoining messaging feature. The
home-grown case management system, called Access Express, is supplemented by a
clinical hub, from AxSys Technology, Scotland. The clinical hub includes a
portal which gives patients the ability to enter in certain data into a PHR,
which can be shared with providers, says Pan.
"There
have been many false starts with PHRs," says Pan. "So we are taking a
disease-specific approach. We are starting with the most difficult diabetic
patients." With its limited initial purpose, Pan hopes the PHR will catch
on with patients. "When we talk to patients, there is not an onslaught of
requests to connect to commercial PHRs. But they are looking for tools to
manage their disease process."
Portals
also figure in meaningful use payouts. Some 140 physicians strong, Worchester,
Mass.-based Reliant Medical Group (formerly the Fallon Clinic), has received
nearly $2 million in incentive payments, says Larry Garber, M.D., medical
director, informatics. "As part of meaningful use, we must give patients
access to their record, their test results and allow them to get electronic
copies," he explains. Using Reliant's portal, which is part of its Epic
EHR, patients can download a Continuity of Care Document, or CCD, which
summarizes key clinical measures, thus enabling Reliant to meet that meaningful
use requirement.
At
UPMC, patients can see their data from the ambulatory setting and inpatient
alike, notes Martich, the CMIO. Its portal is housed in its ambulatory system,
but any inpatient discharge summaries, ED reports, and operative reports are
conveyed to the patient's individual HealthTrak account, he adds.
Enter accountable care
That
kind of data sharing will be critical to the success of accountable care, says
Mary Ann Holt, R.N., a partner at IMA Consulting. "The PHR is a way to
provide a cohesive longitudinal record for any consumer," she says.
"In the high-deductible era, there are more financial demands on patients.
We have to get out of the mode that we enable consumers to not be responsible
for their care. The PHR would help transition some responsibility to the
consumers."
Holt
understands the limitations of untethered PHRs, explaining that there will
always be interface issues between a standalone record derived from an
EHR-driven patient portal and a portable PHR controlled by patients. The
central limitation to the portal is the inability of providers outside a given
hospital network to see the data in it. And high-risk patients, the kind
targeted first by accountable care, often see a multitude of specialists. A diabetic
patient may have multiple specialists, Holt notes. "If they're not
connected to the health system sponsoring the patient portal, giving them
access to a PHR helps with coordinating care."
There
are ways around the medical staff privilege limitations of a
provider-controlled patient portal. At UPMC, for example, patients can grant
proxy access to their HealthTrak PHR, says Martich the CMIO. "They could
grant it to family members or to other physicians," he says. UPMC is also
in the early stages of enabling patients to enter their own data to their PHR.
Right now, patients can send data directly to their physicians via the secure
messaging system and ask them to add the new data, Martich says. This coming
summer, patients will be given the ability to update their charts directly, but
any changes must be approved by the physician. "It is a way to insure the
quality of data is at a certain medical standard," the CMIO explains.
One of
the biggest gaps in the provider-controlled patient portal is its ability to
capture between-visit care data, such as blood sugar scores for diabetics or
weight for CHF patients. Mike Lee, M.D., director of clinical informatics at
Newton, Mass.-based Atrius Health, says in the future the PHR can help with
"patient stealth management," or monitoring clinical data between
visits in areas such as weight loss.
Atrius
Health spans six large group practices (Reliant Medical Group among them),
totaling more than 1,000 physicians, treating about half of its patients on an
at-risk basis through various ACO-like contracts. Atrius has more than 200,000
active users of its patient portal, which is part of its Epic EHR. The portal
offers a wide array of services, including appointment requests, secure
messaging, and delivery of test results.
Thanks
to promotion of the service by physicians, enrollment has grown rapidly-from
25,000 patients at the end of 2008, Lee says. "Tethered portals have done
much better than anyone expected," he says. "Patients are using them
since they are tied directly to their physician."
Atrius
hopes to capitalize on the popularity of its portal and expand its reach.
"We are trying to figure out how to reduce morbidity and get patients to
change their behavior in the time they are not at the doctor's office,"
Lee says. "There is a huge market in smart phones for patient self-management
tools. The trick is trying to integrate the data in any sensible way with the
patient portal or the EHR."
Using a
freestanding PHR, Reliant Medical Group is attempting to close the gap between
the patient portal and between-visit care, says Garber, the informatics director.
It currently has a pilot project underway involving HealthVault, PHR software
offered by Microsoft, in which diabetic patients will be monitored remotely
(see sidebar, page 24). Garber says more needs to be done with patient
connectivity. "Downloading a CCD is only half the value," he says.
The next Holy Grail?
PHR-enabled,
two-way data exchange with patients may prove to the Holy Grail of the
industry. In Los Angeles, one federally qualified health centre is attempting
to attain it. Targeting underserved patients, AltaMed Health Services includes
about 100 providers, mostly primary care, says Martin Serota, M.D., chief
medical officer. By combining EHR, PHR and health information exchange
technology, Serota says the center is hoping to build "a more robust
model" of patient connectivity.
According
to the plan, patients would access certain data generated from AltaMed's EHR,
from NextGen, by using a portal from HealthAccess Solutions. That data will
feed a PHR embedded in the portal. At first, AltaMed would populate the PHR
with lab results, clinical messages and X-ray results. Then, it will build out
bi-directional capabilities, enabling patients to ask for appointments and med
refills. AltaMed also is building a data exchange. Three partner hospitals, via
the HIE, will send data to discrete fields in the PHR.
The PHR as Device Connector
A group
of a dozen diabetic patients at Worchester, Mass.-based Reliant Medical Group
is participating in a pilot project aimed at tackling one of the industry's
thorniest problems-tracking patient progress between office visits. In the
pilot, the patients will capture their blood pressure scores, using cuffs from
Omron Inc., which will feed data directly into a PHR, from Microsoft Corp. In
turn, the HealthVault PHR will feed data directly into the practice's
ambulatory EHR, from Epic. If the project works as anticipated, both patients
and physicians will be better served, says Larry Garber, M.D., medical
director, informatics at the 250-physician group practice.
The
participating patients will be a group of high-risk patients-diabetics whose
blood pressures are not in control. Prior to the Microsoft project, the
patients had two ways to report their blood pressure readings to their
providers. "They would call us and tell us the readings," Garber
says. "That was not very efficient for either the patient or us."
Alternatively, the patient could enter the data themselves via the practice's
portal, a step that "was better for the practice, but not very efficient
for the patient. We wanted to improve data collection for both of us. We wanted
to automate the process."
Microsoft's
HealthVault platform has built-in interfaces to a growing list of commonly used
medical devices, Garber says. By using HealthVault, the practice sidesteps
having to build multiple interfaces to its EHR in order to trap data from
medical devices used in the home, he points out. "HealthVault will be our
aggregator of devices."
In the
set-up, any data gathered via the Microsoft PHR will flow directly into Epic.
The Epic system will be configured to send a message to a clinician after two
weeks' worth of data have been entered. If a value comes across in a dangerous
abnormal range, it will send an alert. A nurse can review the data in Epic and
the patient can gain similar access through the practice's EHR portal. The
patient could also use HealthVault-a potential repository for other data-but
they are not obliged to, Garber says. "HealthVault is the conduit."
Once
the practice moves beyond the pilot, it will analyze other devices to monitor
via HealthVault. Monitoring weight remotely would be valuable for congestive
heart failure patients, Garber says, noting that weight fluctuations can signal
problems with the heart. "If patients are more engaged in their day to day
care, and we are part of that, they will be healthier," Garber says,
adding that half of the patients the practice treats are seen under shared-risk
contracts, which reimburse in part on outcomes.
Still Bullish on Free-standing PHRs
Six
years ago, after he became president of NoMoreClipBoard.com, Jeff Donnell did a
market analysis of the PHR competition. "There were about 150 PHR
competitors," he says. "By now, most have either gone belly up or
been acquired. There has been so much churn because these companies were either
focused on the clinician, or the consumer, but not on both. One reason we have
been able to survive is that we are striving for a balance in value."
When
NoMoreClipBoard.com first launched, Donnell says the company focused on the
direct-to-consumer market. "We figured everyone would want their own
PHR," he recalls. "We were early to that party." The company
recast its strategy, and now offers its PHR-still a patient-controlled,
portable record-to health systems and group practices, which sponsor the
product on behalf of their patients. About 400 group practices and 25 health
systems use the service, which is branded by the sponsoring organization and is
often integrated with the local EHR. Donnell is quick to distinguish
NoMoreClipBoard.com's PHR from EHR access granted by most patient portals.
"Most of those tethered portals are little more than a window to the
practice's EHR," he contends. "In most cases, patients can't add data
to it or take it across town to another physician. The idea that if I see three
physicians and have to use three portals is ludicrous."
The
company relies on fees from participating practices, and charges nothing to
patients for maintaining their personal record. If a patient leaves the practice,
they can still take their PHR with them, Donnell says. In addition, the PHR can
accept Continuity of Care Documents from local EHRs. He won't disclose the
number of patients who have created PHRs.
Gary
Baldwin
healthdatamanagement.com
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