1 00:00:00,120 --> 00:00:03,420 Sarah is the Manager of the Digital Health Services 2 00:00:03,420 --> 00:00:05,100 for UVM Health Network, 3 00:00:05,100 --> 00:00:07,650 and the Business Relationship Partner 4 00:00:07,650 --> 00:00:11,527 for the IT Patient Experience and Access Team. 5 00:00:11,527 --> 00:00:13,110 In that role, she works with leaders 6 00:00:13,110 --> 00:00:15,210 to identify IT priorities, 7 00:00:15,210 --> 00:00:16,680 and coordinates with the right teams 8 00:00:16,680 --> 00:00:18,870 to ensure the work is done. 9 00:00:18,870 --> 00:00:21,660 This is a new role, and Sarah enjoys being able 10 00:00:21,660 --> 00:00:24,090 to lead the work that's impactful and meaningful 11 00:00:24,090 --> 00:00:27,060 to patients and families every day. 12 00:00:27,060 --> 00:00:29,910 And without further ado, I'm gonna turn it over to Sarah. 13 00:00:30,930 --> 00:00:32,700 Thank you. Good afternoon. 14 00:00:32,700 --> 00:00:35,130 Thank you all so much for your time. 15 00:00:35,130 --> 00:00:39,453 I am going to share my screen here. 16 00:00:42,960 --> 00:00:45,093 Can you all see that okay? 17 00:00:45,988 --> 00:00:46,821 [Keith] Yes. 18 00:00:46,821 --> 00:00:48,420 Okay, I see some nods. 19 00:00:48,420 --> 00:00:51,840 All right, so again, I am here today 20 00:00:51,840 --> 00:00:53,907 to talk a little about MyChart, 21 00:00:53,907 --> 00:00:58,907 and specifically, some of the work that my team is doing, 22 00:00:59,280 --> 00:01:01,950 things that have developed over the last several months, 23 00:01:01,950 --> 00:01:05,430 and then some things that we're focused on going forward. 24 00:01:05,430 --> 00:01:08,460 I will say up front, I don't have all the answers 25 00:01:08,460 --> 00:01:11,250 to everything, but I am happy to jot them down, 26 00:01:11,250 --> 00:01:13,920 jot down questions and take them to the team, 27 00:01:13,920 --> 00:01:15,840 and circle back with Alyssa so we can make sure 28 00:01:15,840 --> 00:01:18,240 that you get the answers you're looking for, 29 00:01:18,240 --> 00:01:19,140 if I can't do that. 30 00:01:19,140 --> 00:01:24,140 So, little bit about me personally. 31 00:01:25,020 --> 00:01:27,153 I grew up in Vermont. 32 00:01:28,050 --> 00:01:30,360 MyChart, specifically Proxy access, 33 00:01:30,360 --> 00:01:32,640 and all of the ways that we can engage 34 00:01:32,640 --> 00:01:34,110 is near and dear to me. 35 00:01:34,110 --> 00:01:35,733 I have three daughters at home, 36 00:01:36,660 --> 00:01:39,360 all in different access groups, by the way, 37 00:01:39,360 --> 00:01:42,604 eight, 13 and 15, almost 16. 38 00:01:42,604 --> 00:01:45,180 I've been with UVM Medical Center 39 00:01:45,180 --> 00:01:49,050 for the better part of the last 16 years. 40 00:01:49,050 --> 00:01:51,600 I actually started as an x-ray tech. 41 00:01:51,600 --> 00:01:54,690 I grew up always wanting to be in healthcare. 42 00:01:54,690 --> 00:01:56,250 I can remember being really young 43 00:01:56,250 --> 00:01:58,710 and wanting to be a pediatrician, 44 00:01:58,710 --> 00:02:01,140 and then that kind of moved over to wanting to be 45 00:02:01,140 --> 00:02:03,900 a neonatology nurse practitioner, 46 00:02:03,900 --> 00:02:06,960 and then that kinda changed again when I went to school. 47 00:02:06,960 --> 00:02:08,520 The direction has changed quite a bit, 48 00:02:08,520 --> 00:02:10,740 but I'm really happy where I am. 49 00:02:10,740 --> 00:02:13,830 Again, making an impact in a really different way 50 00:02:13,830 --> 00:02:15,330 is really meaningful to me, 51 00:02:15,330 --> 00:02:17,790 and being able to partner with many of you on that work 52 00:02:17,790 --> 00:02:19,380 is really, really cool. 53 00:02:19,380 --> 00:02:21,840 So just a couple pictures on this slide over to the right 54 00:02:21,840 --> 00:02:24,630 of things I've gotten to do as part of my role, 55 00:02:24,630 --> 00:02:27,630 and then to the left, just pictures of my family, 56 00:02:27,630 --> 00:02:28,983 including our dogs. 57 00:02:30,150 --> 00:02:34,710 So going over to why I'm here, Proxy work. 58 00:02:34,710 --> 00:02:37,650 So this is really focused on MyChart, 59 00:02:37,650 --> 00:02:39,540 current functionality today. 60 00:02:39,540 --> 00:02:43,443 So we have proxy access in place, as you know. 61 00:02:44,520 --> 00:02:47,460 Earlier last year, we did make a change 62 00:02:47,460 --> 00:02:50,190 to the access request process. 63 00:02:50,190 --> 00:02:53,760 And so, for the age group zero to 11, 64 00:02:53,760 --> 00:02:58,050 now legal guardians can submit an online request 65 00:02:58,050 --> 00:02:59,850 for access to that. 66 00:02:59,850 --> 00:03:03,780 It took out a lot of paper trail steps that we had in place 67 00:03:03,780 --> 00:03:06,060 and created some efficiencies there. 68 00:03:06,060 --> 00:03:09,663 So that was really exciting, went live in January of '23. 69 00:03:11,040 --> 00:03:14,784 The access classes that we have now are zero to 11, 70 00:03:14,784 --> 00:03:17,910 12 to 17, and 18 plus. 71 00:03:17,910 --> 00:03:20,490 If a legal guardian, or caretaker, 72 00:03:20,490 --> 00:03:24,540 or whomever else has access to these classes, 73 00:03:24,540 --> 00:03:27,570 there might be different things that you would see 74 00:03:27,570 --> 00:03:29,823 depending on the type of access you have. 75 00:03:31,050 --> 00:03:33,300 We have eCheck-In live. 76 00:03:33,300 --> 00:03:35,250 So that's something that patients, 77 00:03:35,250 --> 00:03:38,010 families can do before their visit. 78 00:03:38,010 --> 00:03:39,570 There's a reminder that goes out, 79 00:03:39,570 --> 00:03:41,880 I believe, seven days in advance, 80 00:03:41,880 --> 00:03:45,150 and you can update your name, 81 00:03:45,150 --> 00:03:47,310 your insurance information, guarantor. 82 00:03:47,310 --> 00:03:50,130 There are a couple questionnaires you can answer 83 00:03:50,130 --> 00:03:55,130 specific to eCheck-In, MSPQ being one of them, for example, 84 00:03:55,200 --> 00:03:57,660 signing your telehealth consent form, 85 00:03:57,660 --> 00:03:59,010 and a couple of other things. 86 00:03:59,010 --> 00:04:01,980 So that went into place a couple of years ago, 87 00:04:01,980 --> 00:04:04,110 and we continue to get feedback 88 00:04:04,110 --> 00:04:05,853 and make changes in that space. 89 00:04:06,960 --> 00:04:08,091 Reminder calls. 90 00:04:08,091 --> 00:04:12,690 So we're currently using, it's actually called Intrado, 91 00:04:12,690 --> 00:04:13,980 used to be TeleVox. 92 00:04:13,980 --> 00:04:15,630 So these are reminders. 93 00:04:15,630 --> 00:04:19,710 We can share some patient information prior to visits 94 00:04:19,710 --> 00:04:22,050 also using communication through MyChart. 95 00:04:22,050 --> 00:04:26,250 So again, sharing materials, messaging, 96 00:04:26,250 --> 00:04:28,710 and all of that functionality, 97 00:04:28,710 --> 00:04:31,470 so interactiveness with the care teams 98 00:04:31,470 --> 00:04:33,450 prior to appointments. 99 00:04:33,450 --> 00:04:36,960 We just went live with paperless billing statements, 100 00:04:36,960 --> 00:04:41,640 which means that instead of receiving a paper bill, 101 00:04:41,640 --> 00:04:46,320 or a paper statement, you actually are automatically 102 00:04:46,320 --> 00:04:49,950 opted into receiving those via MyChart. 103 00:04:49,950 --> 00:04:52,050 So if you have a MyChart account, 104 00:04:52,050 --> 00:04:55,500 you will receive those through MyChart, 105 00:04:55,500 --> 00:04:57,840 unless you log into MyChart and indicate 106 00:04:57,840 --> 00:05:00,210 that you want a paper statement. 107 00:05:00,210 --> 00:05:02,670 And if anybody's interested in more information there, 108 00:05:02,670 --> 00:05:04,670 I can certainly follow up and send more. 109 00:05:06,120 --> 00:05:09,120 Questionnaires are a lot of focus, 110 00:05:09,120 --> 00:05:11,160 and I'll get into that a little bit more 111 00:05:11,160 --> 00:05:12,630 with a couple slides. 112 00:05:12,630 --> 00:05:14,910 We have many, many questionnaires 113 00:05:14,910 --> 00:05:19,320 that we have implemented throughout our health network, 114 00:05:19,320 --> 00:05:22,710 and some are pre-visit questionnaires 115 00:05:22,710 --> 00:05:26,460 and some are post, depending on the appropriateness 116 00:05:26,460 --> 00:05:31,460 or what information we're trying to collect and engage with. 117 00:05:32,310 --> 00:05:33,540 And then, scheduling. 118 00:05:33,540 --> 00:05:37,800 So we do have some ability to make requests 119 00:05:37,800 --> 00:05:40,170 through MyChart for scheduling, 120 00:05:40,170 --> 00:05:42,633 but it's fairly limited right now. 121 00:05:43,590 --> 00:05:47,010 More coming on an upcoming slide as well. 122 00:05:47,010 --> 00:05:49,110 So you can make a request through MyChart, 123 00:05:49,110 --> 00:05:53,010 or call your office and have that conversation. 124 00:05:53,010 --> 00:05:56,610 We also have a couple of practices 125 00:05:56,610 --> 00:05:59,940 that are live with what's called FastPass, 126 00:05:59,940 --> 00:06:03,480 which is a way to be on a wait list 127 00:06:03,480 --> 00:06:05,730 and get in-the-moment notification 128 00:06:05,730 --> 00:06:08,790 and the ability to get moved up if there's a cancellation 129 00:06:08,790 --> 00:06:12,840 and your type of visit matches what that cancellation is. 130 00:06:12,840 --> 00:06:14,343 But more to come on here, too. 131 00:06:15,240 --> 00:06:16,740 And I can only see a couple faces. 132 00:06:16,740 --> 00:06:17,970 So if anyone has questions 133 00:06:17,970 --> 00:06:20,910 or wants to nudge me along the way, 134 00:06:20,910 --> 00:06:22,683 please feel free to do that. 135 00:06:25,020 --> 00:06:27,300 The future functionality, really exciting. 136 00:06:27,300 --> 00:06:30,630 We have some additional functionality coming 137 00:06:30,630 --> 00:06:33,420 with regards to Proxy access. 138 00:06:33,420 --> 00:06:36,780 In February, we are implementing what's called 139 00:06:36,780 --> 00:06:38,940 auto-activation at birth. 140 00:06:38,940 --> 00:06:43,940 So once the birth parent delivers the infant, 141 00:06:45,000 --> 00:06:47,160 the episodes in Epic are linked 142 00:06:47,160 --> 00:06:49,890 and it triggers an auto-activation at birth, 143 00:06:49,890 --> 00:06:52,900 so that the birth parent 144 00:06:54,300 --> 00:06:57,330 has access while they are still in the hospital. 145 00:06:57,330 --> 00:07:01,710 So it gives them more timely access to information. 146 00:07:01,710 --> 00:07:04,350 If the infant is in one area 147 00:07:04,350 --> 00:07:07,320 and not with the birth parent or the birth family, 148 00:07:07,320 --> 00:07:10,560 they'll be able to really have a sense of what's going on 149 00:07:10,560 --> 00:07:14,193 and interact with their care team, just in a different way. 150 00:07:15,510 --> 00:07:18,570 There will be some safeguards put into place. 151 00:07:18,570 --> 00:07:20,130 There will be some situations 152 00:07:20,130 --> 00:07:22,200 where we won't want to auto activate, 153 00:07:22,200 --> 00:07:23,940 and so, we're working through those 154 00:07:23,940 --> 00:07:26,430 and incorporating that into the build. 155 00:07:26,430 --> 00:07:28,950 But we are going live in February with that. 156 00:07:28,950 --> 00:07:31,890 So lots of education coming there. 157 00:07:31,890 --> 00:07:33,360 Read-only access class 158 00:07:33,360 --> 00:07:36,780 is one that my team is working on as well. 159 00:07:36,780 --> 00:07:40,170 And then looking at, 160 00:07:40,170 --> 00:07:42,240 because I mentioned the access classes 161 00:07:42,240 --> 00:07:46,380 as zero to 11, and 12 to 17, 162 00:07:46,380 --> 00:07:50,010 once the minor turns 12, 163 00:07:50,010 --> 00:07:54,150 if a legal guardian has access to that account, 164 00:07:54,150 --> 00:07:58,050 it changes on the day that the child turns 12. 165 00:07:58,050 --> 00:08:01,620 And so, we want to make sure that patients and families 166 00:08:01,620 --> 00:08:03,720 are aware that that change is coming. 167 00:08:03,720 --> 00:08:06,300 So we're starting to learn a little bit more 168 00:08:06,300 --> 00:08:09,510 about how to send an automated message 169 00:08:09,510 --> 00:08:13,110 so there's awareness before it just changes. 170 00:08:13,110 --> 00:08:14,880 So a lot more to come, 171 00:08:14,880 --> 00:08:16,830 and I might circle back with some of you 172 00:08:16,830 --> 00:08:20,460 to get some feedback and suggestions on how to do that, 173 00:08:20,460 --> 00:08:22,620 'cause it's really important that we incorporate 174 00:08:22,620 --> 00:08:24,363 some feedback into that process. 175 00:08:25,500 --> 00:08:26,970 With regards to reminders 176 00:08:26,970 --> 00:08:29,910 and patient information communication, 177 00:08:29,910 --> 00:08:33,753 as I mentioned, we're using a system called Intrado. 178 00:08:34,710 --> 00:08:38,160 There's pretty limited functionality with Intrado. 179 00:08:38,160 --> 00:08:42,450 We are implementing a new application called Luma 180 00:08:42,450 --> 00:08:43,920 around May 1st, 181 00:08:43,920 --> 00:08:45,810 and the really cool thing about Luma 182 00:08:45,810 --> 00:08:48,450 is that we will now be able to communicate 183 00:08:48,450 --> 00:08:52,440 with our patients and families using text messaging. 184 00:08:52,440 --> 00:08:53,850 So not just phone calls, 185 00:08:53,850 --> 00:08:57,030 but it will be text messaging, it will be bidirectional. 186 00:08:57,030 --> 00:09:00,180 So you can actually text back and say, 187 00:09:00,180 --> 00:09:01,710 no, that appointment doesn't work, 188 00:09:01,710 --> 00:09:04,890 and then it comes back with, okay, how about these options? 189 00:09:04,890 --> 00:09:07,261 And you can choose and it confirms. 190 00:09:07,261 --> 00:09:10,620 We can send information, 191 00:09:10,620 --> 00:09:13,560 educational materials as appropriate, 192 00:09:13,560 --> 00:09:16,920 and there's a lot of translated services available 193 00:09:16,920 --> 00:09:18,720 within Luma as well. 194 00:09:18,720 --> 00:09:21,240 So we're really excited about that. 195 00:09:21,240 --> 00:09:23,940 With MyChart, we're actually fairly limited to English, 196 00:09:23,940 --> 00:09:27,030 and we've been trying to expand there. 197 00:09:27,030 --> 00:09:29,630 And so, this is a really good starting point for us. 198 00:09:30,480 --> 00:09:31,950 So we're really excited about that. 199 00:09:31,950 --> 00:09:33,540 And the other thing with Luma 200 00:09:33,540 --> 00:09:35,850 is that you do not need to have a MyChart account 201 00:09:35,850 --> 00:09:37,470 to engage with the platform. 202 00:09:37,470 --> 00:09:40,380 So patients with MyChart or without MyChart 203 00:09:40,380 --> 00:09:42,543 can interact in the same way. 204 00:09:43,740 --> 00:09:45,420 And with regards to scheduling, 205 00:09:45,420 --> 00:09:48,690 we have quite a bit slated for the next couple of quarters. 206 00:09:48,690 --> 00:09:52,620 So ticket scheduling is when a provider 207 00:09:52,620 --> 00:09:56,670 or a care team member can send you what's called a ticket 208 00:09:56,670 --> 00:10:01,260 within MyChart saying, can you please schedule a visit, 209 00:10:01,260 --> 00:10:04,440 and then you can go ahead and do self-scheduling, 210 00:10:04,440 --> 00:10:08,400 again, assuming that the visit you need aligns with 211 00:10:08,400 --> 00:10:11,160 what's available in the self-scheduling template. 212 00:10:11,160 --> 00:10:13,470 So we're doing quite a bit of discovery and work 213 00:10:13,470 --> 00:10:16,200 in that space in the next couple of quarters. 214 00:10:16,200 --> 00:10:19,260 So we call it ticket scheduling and self-scheduling. 215 00:10:19,260 --> 00:10:22,080 And then I mentioned FastPass on the previous slide, 216 00:10:22,080 --> 00:10:24,300 and we are expanding that as well. 217 00:10:24,300 --> 00:10:25,860 Currently live at five practices, 218 00:10:25,860 --> 00:10:29,970 and the goal is to be live within the primary care space 219 00:10:29,970 --> 00:10:31,383 in the upcoming months. 220 00:10:35,940 --> 00:10:39,420 Questionnaires is a big one, so it gets its own slide. 221 00:10:39,420 --> 00:10:42,420 As I mentioned, we have many, many questionnaires 222 00:10:42,420 --> 00:10:43,950 available throughout the network. 223 00:10:43,950 --> 00:10:45,900 And I represent UVM Health Network, 224 00:10:45,900 --> 00:10:48,960 so I get to work with all of our partners 225 00:10:48,960 --> 00:10:51,780 and take a look at what we have, and where we're going, 226 00:10:51,780 --> 00:10:54,120 and make sure that we are standard 227 00:10:54,120 --> 00:10:58,500 and providing the same experience to all of our patients, 228 00:10:58,500 --> 00:11:00,363 our families, and our care teams. 229 00:11:01,530 --> 00:11:04,590 So what we use questionnaires for 230 00:11:04,590 --> 00:11:07,650 is really to gauge where the patients are, 231 00:11:07,650 --> 00:11:10,950 collect information, and then get it into Epic 232 00:11:10,950 --> 00:11:14,580 so that it's helpful for our care teams 233 00:11:14,580 --> 00:11:16,980 in preparation for the visit, the encounter, 234 00:11:16,980 --> 00:11:21,240 or creating a care plan, or things along those lines. 235 00:11:21,240 --> 00:11:24,360 It also helps us understand 236 00:11:24,360 --> 00:11:26,850 maybe where a patient starts in their journey, 237 00:11:26,850 --> 00:11:29,670 and then at pointed times in their care continuum, 238 00:11:29,670 --> 00:11:31,440 how they're doing and where they're going 239 00:11:31,440 --> 00:11:33,750 and how we can help and support. 240 00:11:33,750 --> 00:11:37,500 So many of our specialties have questionnaires available. 241 00:11:37,500 --> 00:11:39,750 Primary care has many, many. 242 00:11:39,750 --> 00:11:41,270 And so, some of the work we're doing 243 00:11:41,270 --> 00:11:44,850 in this upcoming quarter is to learn a little bit more 244 00:11:44,850 --> 00:11:49,050 about other functionality we can consider in this space, 245 00:11:49,050 --> 00:11:50,880 and then taking a step back and making sure 246 00:11:50,880 --> 00:11:52,020 that we're really standard 247 00:11:52,020 --> 00:11:55,710 in what we are providing and implementing. 248 00:11:55,710 --> 00:11:57,780 So from the primary care perspective, 249 00:11:57,780 --> 00:12:00,690 we should be really standard as we can, 250 00:12:00,690 --> 00:12:05,070 and pediatrics as we can, and then specialty specific. 251 00:12:05,070 --> 00:12:06,570 And we take a network approach. 252 00:12:06,570 --> 00:12:10,320 So if we get a request from one provider, 253 00:12:10,320 --> 00:12:12,030 we typically respond with, 254 00:12:12,030 --> 00:12:15,240 okay, let's get review and approval 255 00:12:15,240 --> 00:12:17,760 from more providers within that specialty, 256 00:12:17,760 --> 00:12:21,300 so we can have the perspectives all collected 257 00:12:21,300 --> 00:12:22,860 and we're making sure that we are 258 00:12:22,860 --> 00:12:24,750 asking the right questions, 259 00:12:24,750 --> 00:12:26,670 we're using it in a standard way, 260 00:12:26,670 --> 00:12:28,080 and it just makes it efficient 261 00:12:28,080 --> 00:12:29,673 for everybody in that process, 262 00:12:30,810 --> 00:12:32,583 also for the patients and families. 263 00:12:33,750 --> 00:12:37,260 So that's our work slated for the next quarter. 264 00:12:37,260 --> 00:12:38,940 I had a question about volume 265 00:12:38,940 --> 00:12:41,400 as I was starting to prepare for today. 266 00:12:41,400 --> 00:12:45,750 I don't have exact volume, but I do know 267 00:12:45,750 --> 00:12:49,320 that we send out about 30,000 questionnaires a month. 268 00:12:49,320 --> 00:12:50,730 Again, this is across our network, 269 00:12:50,730 --> 00:12:53,070 so these are all of our partners, 270 00:12:53,070 --> 00:12:56,280 and our average activation rate across the network 271 00:12:56,280 --> 00:12:57,750 is about 60%. 272 00:12:57,750 --> 00:13:00,300 So Mitra activation, 60%. 273 00:13:00,300 --> 00:13:02,463 We send out many, many questionnaires. 274 00:13:03,510 --> 00:13:06,240 And then I noted pediatric specific questionnaires 275 00:13:06,240 --> 00:13:08,280 that we have available, 276 00:13:08,280 --> 00:13:11,460 and then a few requests that we have in our queue. 277 00:13:11,460 --> 00:13:14,520 I don't have a timeline on when those will be available, 278 00:13:14,520 --> 00:13:17,823 but we will be taking a look at those in the coming months. 279 00:13:22,620 --> 00:13:24,450 More questionnaires. 280 00:13:24,450 --> 00:13:29,450 So I did mention that a team would identify the opportunity 281 00:13:29,610 --> 00:13:33,060 and kinda pause and ensure that we're being standard 282 00:13:33,060 --> 00:13:35,580 and collective in the review, design, 283 00:13:35,580 --> 00:13:37,680 build and implementation. 284 00:13:37,680 --> 00:13:41,820 It's really important that we also communicate this 285 00:13:41,820 --> 00:13:45,240 broadly with our care teams, and patients and families, 286 00:13:45,240 --> 00:13:48,660 so they all know that it's a really great tool, 287 00:13:48,660 --> 00:13:52,470 and how we can use it, and how we can do more 288 00:13:52,470 --> 00:13:55,353 if we want to and need to. 289 00:14:01,050 --> 00:14:04,230 Other things that we are working on. 290 00:14:04,230 --> 00:14:07,890 I was trying to think of how to link some of the work 291 00:14:07,890 --> 00:14:11,700 that we're doing in the MyChart or the Proxy space 292 00:14:11,700 --> 00:14:13,500 with other initiatives, 293 00:14:13,500 --> 00:14:17,580 and one thing that we've put some energy into 294 00:14:17,580 --> 00:14:22,560 over the last few months is looking at a workflow, 295 00:14:22,560 --> 00:14:25,170 both within Epic and in MyChart, 296 00:14:25,170 --> 00:14:28,380 for minors who are in state custody. 297 00:14:28,380 --> 00:14:30,600 So we do have some scenarios 298 00:14:30,600 --> 00:14:33,240 where a child might be in state custody 299 00:14:33,240 --> 00:14:35,850 and then might be out of state custody. 300 00:14:35,850 --> 00:14:38,730 And so, what are the things we need to put into place 301 00:14:38,730 --> 00:14:42,270 to keep the child's information protected, 302 00:14:42,270 --> 00:14:46,320 or the foster family's information protected 303 00:14:46,320 --> 00:14:47,160 and things like that? 304 00:14:47,160 --> 00:14:48,960 So I'm just sharing for awareness, 305 00:14:48,960 --> 00:14:51,150 that is something that we're working through. 306 00:14:51,150 --> 00:14:53,820 Pulled in several other teams outside of IT, 307 00:14:53,820 --> 00:14:56,430 operational teams, to really understand 308 00:14:56,430 --> 00:14:58,290 what that should look like. 309 00:14:58,290 --> 00:15:00,060 It's been a great partnership thus far. 310 00:15:00,060 --> 00:15:01,140 We haven't rolled anything out, 311 00:15:01,140 --> 00:15:03,903 but it is something that we're working through. 312 00:15:05,640 --> 00:15:08,190 We have continual Epic upgrades, 313 00:15:08,190 --> 00:15:10,530 so there's always new functionality 314 00:15:10,530 --> 00:15:13,800 and features coming, which is really exciting 315 00:15:13,800 --> 00:15:17,250 because there's more ways that we can engage 316 00:15:17,250 --> 00:15:21,360 with patients and families before visits, after visits, 317 00:15:21,360 --> 00:15:23,433 and really through the care continuum. 318 00:15:24,480 --> 00:15:28,380 One thing that I learned about, in December actually, 319 00:15:28,380 --> 00:15:33,060 was a module that really helps us 320 00:15:33,060 --> 00:15:34,800 take patients through the care journey 321 00:15:34,800 --> 00:15:37,890 in terms of if they need help accessing food, 322 00:15:37,890 --> 00:15:39,780 if they need help accessing rides, 323 00:15:39,780 --> 00:15:43,110 and this can be something that we can leverage Epic in 324 00:15:43,110 --> 00:15:45,660 and support our patients through. 325 00:15:45,660 --> 00:15:47,610 So that's really exciting to me, 326 00:15:47,610 --> 00:15:49,290 just ways that we can do more. 327 00:15:49,290 --> 00:15:51,540 We do two Epic upgrades a year. 328 00:15:51,540 --> 00:15:53,010 There's always a lot of discovery 329 00:15:53,010 --> 00:15:54,300 that goes into the upgrades 330 00:15:54,300 --> 00:15:56,550 so we can ensure that we're rolling it out 331 00:15:56,550 --> 00:16:00,060 and making it seamless for our patients and families. 332 00:16:00,060 --> 00:16:01,770 We have one in May, one in November, 333 00:16:01,770 --> 00:16:05,040 and then we'll have two more next year, and so on. 334 00:16:05,040 --> 00:16:09,330 The PHSO is our Population Health Organization, 335 00:16:09,330 --> 00:16:14,330 and it's more so focused on the non pediatric population. 336 00:16:14,640 --> 00:16:16,920 It's really focused on health maintenance, 337 00:16:16,920 --> 00:16:17,910 closing care gaps. 338 00:16:17,910 --> 00:16:21,510 So it could be on breast cancer screenings 339 00:16:21,510 --> 00:16:25,170 or A1C management, and things along those lines. 340 00:16:25,170 --> 00:16:28,770 But it's also really exciting work, very impactful, 341 00:16:28,770 --> 00:16:33,770 and we do leverage Epic quite a bit in that space, too. 342 00:16:34,230 --> 00:16:36,630 And then, high value care is our focus. 343 00:16:36,630 --> 00:16:39,360 And I don't have anything to call out 344 00:16:39,360 --> 00:16:41,430 specifically with regards to that. 345 00:16:41,430 --> 00:16:45,090 But the primary care teams are really focused 346 00:16:45,090 --> 00:16:46,530 on high value care, 347 00:16:46,530 --> 00:16:48,720 and we get pulled into some of that work 348 00:16:48,720 --> 00:16:52,680 so we can support and build, or partner with 349 00:16:52,680 --> 00:16:54,540 the training team on training. 350 00:16:54,540 --> 00:16:58,140 Sometimes we do engage MyChart work in that 351 00:16:58,140 --> 00:17:00,453 so we can reach patients in a different way. 352 00:17:04,770 --> 00:17:08,730 And with regards to DEI work, 353 00:17:08,730 --> 00:17:12,090 or equitability, inclusivity and accessibility, 354 00:17:12,090 --> 00:17:15,090 we've really been focusing on this. 355 00:17:15,090 --> 00:17:16,140 Really exciting. 356 00:17:16,140 --> 00:17:20,130 I mentioned, on the bottom here, I call out Luma, 357 00:17:20,130 --> 00:17:22,710 and how we have the translated text messages 358 00:17:22,710 --> 00:17:24,840 and engagement in that regard. 359 00:17:24,840 --> 00:17:27,360 Language Line is also an application 360 00:17:27,360 --> 00:17:31,560 that we recently rolled out, I think it was in last year, 361 00:17:31,560 --> 00:17:32,910 the end of last year. 362 00:17:32,910 --> 00:17:34,800 So what Language Line offers us 363 00:17:34,800 --> 00:17:37,320 is even more translation services, 364 00:17:37,320 --> 00:17:40,380 and one example I have is during a video visit. 365 00:17:40,380 --> 00:17:43,890 So the care team can pull in Language Line 366 00:17:43,890 --> 00:17:46,170 and in the moment have an interpreter 367 00:17:46,170 --> 00:17:49,337 for our patients and families, which is really exciting, 368 00:17:49,337 --> 00:17:52,173 'cause we were, I think, a little limited before then. 369 00:17:53,700 --> 00:17:56,460 We have been thinking about 370 00:17:56,460 --> 00:17:59,280 patients who have a MyChart account and patients who don't, 371 00:17:59,280 --> 00:18:01,080 and how to be able to access 372 00:18:01,080 --> 00:18:03,480 or provide access to them in the same way. 373 00:18:03,480 --> 00:18:07,320 It should be a very similar experience regardless. 374 00:18:07,320 --> 00:18:09,600 So keeping in mind video visits, 375 00:18:09,600 --> 00:18:11,760 because the majority of our video visits 376 00:18:11,760 --> 00:18:13,620 are accessed through MyChart. 377 00:18:13,620 --> 00:18:16,590 You can access the link outside of MyChart. 378 00:18:16,590 --> 00:18:18,030 Just thinking about those things 379 00:18:18,030 --> 00:18:20,190 as we design questionnaires. 380 00:18:20,190 --> 00:18:21,840 I focused a lot on questionnaires 381 00:18:21,840 --> 00:18:24,090 and how they are accessible through MyChart. 382 00:18:24,090 --> 00:18:28,710 So how do we offer those to patients without MyChart, 383 00:18:28,710 --> 00:18:32,100 or if technology is a barrier, how do we do that? 384 00:18:32,100 --> 00:18:33,930 And so, I'm being a little rhetorical, 385 00:18:33,930 --> 00:18:35,340 but these are the ways, 386 00:18:35,340 --> 00:18:39,030 these are the things that we think about as we design. 387 00:18:39,030 --> 00:18:41,160 And pulling in patient family advisors 388 00:18:41,160 --> 00:18:43,710 has been really exciting and meaningful 389 00:18:43,710 --> 00:18:46,470 for me over the last few years. 390 00:18:46,470 --> 00:18:49,320 Being able to really take into account 391 00:18:49,320 --> 00:18:52,020 honest feedback and suggestions as we design 392 00:18:52,020 --> 00:18:56,190 has been just imperative to some of the successes we've had. 393 00:18:56,190 --> 00:18:58,210 Always pausing and thinking about DEI 394 00:18:59,640 --> 00:19:02,430 before we make any decisions, 395 00:19:02,430 --> 00:19:04,440 and taking all of that into account 396 00:19:04,440 --> 00:19:07,620 as we build protocols and practices. 397 00:19:07,620 --> 00:19:11,070 And actually, we have a few DEI points, 398 00:19:11,070 --> 00:19:16,070 or equitability points in our key results 399 00:19:16,470 --> 00:19:20,190 that we have identified for this fiscal year, FY24. 400 00:19:20,190 --> 00:19:23,760 So calling that out into the work that we're doing. 401 00:19:23,760 --> 00:19:26,610 And then, up at the top, making sure 402 00:19:26,610 --> 00:19:29,790 that what we need from Epic is what we're getting from Epic 403 00:19:29,790 --> 00:19:33,270 in terms of these items here. 404 00:19:33,270 --> 00:19:36,960 We do have work slated in the next couple of quarters 405 00:19:36,960 --> 00:19:38,820 for what's called SOGI. 406 00:19:38,820 --> 00:19:43,820 So it's sexual orientation and gender identification. 407 00:19:44,190 --> 00:19:47,370 We are doing quite a bit of review to ensure that 408 00:19:47,370 --> 00:19:50,490 what we want to provide our patients and families, we can. 409 00:19:50,490 --> 00:19:52,860 So working with Epic on that, 410 00:19:52,860 --> 00:19:57,150 and everything else that we've identified as a need, 411 00:19:57,150 --> 00:19:59,730 and staying connected to the DEI Council, 412 00:19:59,730 --> 00:20:02,223 and our patient family advisors as well. 413 00:20:06,330 --> 00:20:09,150 And that's all I have, so I'll stop sharing 414 00:20:09,150 --> 00:20:12,063 and see what questions you have. 415 00:20:12,900 --> 00:20:13,733 Thank you. Sarah. 416 00:20:13,733 --> 00:20:15,930 We did have a question that came in the chat, 417 00:20:15,930 --> 00:20:17,970 so I will ask it. 418 00:20:17,970 --> 00:20:20,910 So the question is, "One question that comes up 419 00:20:20,910 --> 00:20:24,570 around questionnaires is particularly around adolescents. 420 00:20:24,570 --> 00:20:28,200 How to send the questionnaires to the patient or adolescent, 421 00:20:28,200 --> 00:20:31,533 and then how also to send to the proxy or caregiver. 422 00:20:35,628 --> 00:20:37,590 How do we do that in a functional way 423 00:20:37,590 --> 00:20:39,540 around confidentiality? 424 00:20:39,540 --> 00:20:40,373 Yeah. 425 00:20:41,400 --> 00:20:45,060 So do you have a specific age in mind? 426 00:20:45,060 --> 00:20:49,263 'Cause that might help with my response. 427 00:20:58,920 --> 00:20:59,753 Well, I'll just say, 428 00:20:59,753 --> 00:21:00,870 for some of the groups that I'm working with, 429 00:21:00,870 --> 00:21:04,353 it's that transitional age, so maybe right under 18. 430 00:21:05,400 --> 00:21:09,723 So let's say, 14 to 17-year-olds. 431 00:21:11,310 --> 00:21:16,310 So the patient will receive the questionnaire. 432 00:21:17,850 --> 00:21:21,720 If someone's linked to that account, they don't see it. 433 00:21:21,720 --> 00:21:23,490 So they won't see the actual questionnaire 434 00:21:23,490 --> 00:21:25,080 and they won't see the responses. 435 00:21:25,080 --> 00:21:28,140 Just the patient will see the questionnaire 436 00:21:28,140 --> 00:21:30,003 and what they've indicated. 437 00:21:34,350 --> 00:21:36,663 Does that answer the question? 438 00:21:42,330 --> 00:21:44,480 Does anyone have any follow up questions? 439 00:21:46,200 --> 00:21:48,063 I don't know if Stan's frozen. 440 00:21:49,650 --> 00:21:50,679 He does look frozen. 441 00:21:50,679 --> 00:21:51,810 [Sarah] He does look frozen. 442 00:21:51,810 --> 00:21:55,320 Okay, so I think I can just maybe 443 00:21:55,320 --> 00:21:56,940 go off that a little bit. 444 00:21:56,940 --> 00:21:58,590 In another conversation we have talked about 445 00:21:58,590 --> 00:22:01,020 trying to figure out if there's a way to have 446 00:22:01,020 --> 00:22:03,420 a questionnaire go to the patient, 447 00:22:03,420 --> 00:22:04,650 but also a separate questionnaire 448 00:22:04,650 --> 00:22:06,120 go to the parent with intention, 449 00:22:06,120 --> 00:22:07,320 maybe a different questionnaire. 450 00:22:07,320 --> 00:22:11,100 So I think that may be part of the other question, 451 00:22:11,100 --> 00:22:12,100 if that makes sense. 452 00:22:14,220 --> 00:22:17,100 Are you thinking maybe an SDOH, Keith, 453 00:22:17,100 --> 00:22:19,560 for the parent, and a different one for the? 454 00:22:19,560 --> 00:22:20,400 It could be that. 455 00:22:20,400 --> 00:22:21,750 It could also be related to 456 00:22:23,130 --> 00:22:24,570 some of the behavioral screening that we do. 457 00:22:24,570 --> 00:22:27,330 Like we have questions that are generated for the patient, 458 00:22:27,330 --> 00:22:29,880 other questions that could be generated for the parent, 459 00:22:29,880 --> 00:22:33,690 that are kinda aiming to assess a similar thing, 460 00:22:33,690 --> 00:22:35,280 but the set of questions are different 461 00:22:35,280 --> 00:22:38,070 because you're trying to get different perspectives on that. 462 00:22:38,070 --> 00:22:40,380 So that would be an example of a use case. 463 00:22:40,380 --> 00:22:43,320 It looks like we have Stan calling himself and may be back, 464 00:22:43,320 --> 00:22:44,180 so we can... 465 00:22:46,260 --> 00:22:48,353 Two Stans are better than one. Here we go. 466 00:22:49,290 --> 00:22:51,353 Stan, did you wanna clarify your question? 467 00:22:52,890 --> 00:22:55,260 Yeah, sorry, I froze up right as you started asking. 468 00:22:55,260 --> 00:22:56,760 Yeah, yeah, basically, right? 469 00:22:56,760 --> 00:22:58,200 I mean, there are some questions, 470 00:22:58,200 --> 00:22:59,790 like an adolescent questionnaire, 471 00:22:59,790 --> 00:23:01,710 which would be great to send to families, 472 00:23:01,710 --> 00:23:05,880 which contains a lot of confidential information 473 00:23:05,880 --> 00:23:10,260 around sexuality, substance use, mental health. 474 00:23:10,260 --> 00:23:14,048 There are other questions which are parent related. 475 00:23:14,048 --> 00:23:16,590 In particular, there's some behavioral questions, 476 00:23:16,590 --> 00:23:20,050 ADHD, the Vanderbilt, which is already in there 477 00:23:21,330 --> 00:23:23,550 but is more of a parent-directed 478 00:23:23,550 --> 00:23:25,413 or teacher-directed questionnaire. 479 00:23:28,683 --> 00:23:32,337 And so, it gets rather complex quickly. 480 00:23:34,650 --> 00:23:35,483 Yes. 481 00:23:35,483 --> 00:23:40,290 So we don't currently have it configured 482 00:23:40,290 --> 00:23:45,150 to send one questionnaire to the minor 483 00:23:45,150 --> 00:23:49,740 and then another questionnaire to the legal guardian 484 00:23:49,740 --> 00:23:52,770 or whoever has the Proxy access. 485 00:23:52,770 --> 00:23:57,390 I have asked, actually from the parental perspective, 486 00:23:57,390 --> 00:24:00,030 'cause I recently went to an appointment with my daughter 487 00:24:00,030 --> 00:24:02,400 and I was handed an SDOH form and thought, 488 00:24:02,400 --> 00:24:06,450 I have Proxy access, I'd rather do this through MyChart. 489 00:24:06,450 --> 00:24:08,430 So I will take that back 490 00:24:08,430 --> 00:24:11,010 and see what type of discovery is needed 491 00:24:11,010 --> 00:24:12,900 to learn more about that, 492 00:24:12,900 --> 00:24:16,650 because I see a really big impact in that regard, 493 00:24:16,650 --> 00:24:18,350 so thank you for bringing that up. 494 00:24:24,540 --> 00:24:27,390 I was just about to ask a related question, 495 00:24:27,390 --> 00:24:31,893 which was around all the different options around messaging. 496 00:24:33,420 --> 00:24:36,843 Similarly with the adolescents, 497 00:24:40,080 --> 00:24:41,820 or with families in general, 498 00:24:41,820 --> 00:24:44,850 you often maybe have multiple caregivers 499 00:24:44,850 --> 00:24:49,830 with separate households and separate phones, and/or a teen, 500 00:24:49,830 --> 00:24:54,540 and how do you, I guess, sort out where? 501 00:24:54,540 --> 00:24:57,180 And we see this a lot with our reminder calls. 502 00:24:57,180 --> 00:25:01,020 They may be going to whichever caregiver 503 00:25:01,020 --> 00:25:03,390 was set at the top of the demographics, 504 00:25:03,390 --> 00:25:06,270 but which may not actually have the child 505 00:25:06,270 --> 00:25:07,437 at the time of visit. 506 00:25:07,437 --> 00:25:11,550 And so, just a lot of communication challenges. 507 00:25:11,550 --> 00:25:12,660 Yeah. 508 00:25:12,660 --> 00:25:17,430 So that's something that should be reviewed 509 00:25:17,430 --> 00:25:22,430 on a pretty standard or consistent basis, 510 00:25:22,620 --> 00:25:25,230 so that we're ensuring that it's right. 511 00:25:25,230 --> 00:25:28,050 And I'm wondering, I guess back to you, 512 00:25:28,050 --> 00:25:30,480 is that happening today? 513 00:25:30,480 --> 00:25:32,940 Would that be in the practice? 514 00:25:32,940 --> 00:25:34,650 Would that be something that registration 515 00:25:34,650 --> 00:25:36,123 could support us in? 516 00:25:37,110 --> 00:25:39,210 This is all about that communication preference 517 00:25:39,210 --> 00:25:42,360 and making sure that they are knowing? 518 00:25:42,360 --> 00:25:44,850 Yeah, it's, I think it's just hard that you have 519 00:25:44,850 --> 00:25:47,013 teens who may come in once a year. 520 00:25:48,270 --> 00:25:51,900 A lot can happen around their need for confidentiality, 521 00:25:51,900 --> 00:25:53,760 and/or contact methods, 522 00:25:53,760 --> 00:25:55,863 in the time that you've last updated. 523 00:25:57,150 --> 00:25:58,680 And you can't really update again 524 00:25:58,680 --> 00:26:03,680 until you get them in and connect in some way. 525 00:26:12,180 --> 00:26:13,137 I know we've (indistinct) that. 526 00:26:13,137 --> 00:26:14,580 And a lot of these are reasons 527 00:26:14,580 --> 00:26:18,033 we don't particularly use MyChart. 528 00:26:19,350 --> 00:26:23,103 And even though gosh, it would be so great, 529 00:26:25,830 --> 00:26:28,410 it's hard to really feel confident 530 00:26:28,410 --> 00:26:32,580 that we're respecting their wishes at that point in time 531 00:26:32,580 --> 00:26:36,180 when we may have reviewed it last a long time ago 532 00:26:36,180 --> 00:26:37,743 when things were different. 533 00:26:42,450 --> 00:26:45,150 Is that happening within pediatrics? 534 00:26:45,150 --> 00:26:47,880 Just checking in with your patients 535 00:26:47,880 --> 00:26:50,763 around how they want to be communicated with? 536 00:26:52,710 --> 00:26:54,603 I think it's pretty off and on. 537 00:26:55,830 --> 00:26:57,360 Should be happening. 538 00:26:57,360 --> 00:26:59,987 I'm sure (indistinct) all the time, and... 539 00:27:05,580 --> 00:27:09,120 Yeah, I'd be happy to offline chat more, Stan, 540 00:27:09,120 --> 00:27:11,610 and hear more thoughts 541 00:27:11,610 --> 00:27:14,733 and see if there's anything we can do, 542 00:27:16,500 --> 00:27:19,473 just get creative, see if we can do anything to help. 543 00:27:22,680 --> 00:27:25,083 I think as I talked to the network partners, 544 00:27:25,980 --> 00:27:27,660 that's their biggest reservation 545 00:27:27,660 --> 00:27:30,453 about using MyChart more for their patients, 546 00:27:34,890 --> 00:27:36,870 for the adolescents anyway. 547 00:27:36,870 --> 00:27:38,370 Yeah. Sarah, are there ways 548 00:27:38,370 --> 00:27:42,150 that something could be pushed out through MyChart 549 00:27:42,150 --> 00:27:47,150 as like a prompt for adolescents or parents, guardians 550 00:27:47,670 --> 00:27:49,833 to update the information more frequently, 551 00:27:54,180 --> 00:27:58,320 so there's not a lot of putting more on the shoulders 552 00:27:58,320 --> 00:28:01,050 of the providers who maybe, 553 00:28:01,050 --> 00:28:02,760 again, as we're hearing from Stan, 554 00:28:02,760 --> 00:28:04,110 when the patients aren't coming in 555 00:28:04,110 --> 00:28:08,190 as regularly as maybe expected or desired? 556 00:28:08,190 --> 00:28:10,110 Yeah, we can. 557 00:28:10,110 --> 00:28:15,110 We can push that reminder. Yeah. 558 00:28:15,350 --> 00:28:18,300 Keith, do you have a comment or question? 559 00:28:18,300 --> 00:28:20,520 Yeah, no, I think that this is a huge issue, 560 00:28:20,520 --> 00:28:23,400 and one that I think is not unique to pediatrics, too. 561 00:28:23,400 --> 00:28:25,740 I can imagine scenarios where somebody has 562 00:28:25,740 --> 00:28:28,170 a proxy access with their partner 563 00:28:28,170 --> 00:28:29,823 and if that relationship changes, 564 00:28:31,050 --> 00:28:34,980 or if they're in a more threatening position, 565 00:28:34,980 --> 00:28:36,960 we'd wanna, as a healthcare organization, 566 00:28:36,960 --> 00:28:38,610 make sure that they were empowered 567 00:28:38,610 --> 00:28:40,770 and knew how to change proxy access 568 00:28:40,770 --> 00:28:42,903 to make sure that they were safe, 569 00:28:43,980 --> 00:28:45,630 and also to update the contact. 570 00:28:45,630 --> 00:28:48,690 So I think there's a lot of generalizability to this 571 00:28:48,690 --> 00:28:50,973 for peds and adult patient populations. 572 00:28:51,930 --> 00:28:54,570 And on a related note, is there any way, 573 00:28:54,570 --> 00:28:57,401 like if you're gonna go into discovery around 574 00:28:57,401 --> 00:28:59,280 what other features are possible, 575 00:28:59,280 --> 00:29:03,120 are we able to determine a way to identify 576 00:29:03,120 --> 00:29:05,580 if the proxy contact info 577 00:29:05,580 --> 00:29:09,570 is the same as the patient proxy contact info? 578 00:29:09,570 --> 00:29:11,130 'Cause a lot of times, 579 00:29:11,130 --> 00:29:13,350 my suspicion is that those are the same. 580 00:29:13,350 --> 00:29:16,860 And that would be a chart I would wanna flag to say, 581 00:29:16,860 --> 00:29:21,153 we're gonna shut off proxy access until this is adjudicated. 582 00:29:22,350 --> 00:29:24,960 So my understanding is that yes, 583 00:29:24,960 --> 00:29:29,550 you can validate the account information, 584 00:29:29,550 --> 00:29:32,760 like login information versus what's in Epic 585 00:29:32,760 --> 00:29:37,760 as a communication or emergency contact, things like that. 586 00:29:39,359 --> 00:29:42,360 But I don't think there's a way to run a report 587 00:29:42,360 --> 00:29:47,360 to see how many instances we have of that being the same. 588 00:29:47,760 --> 00:29:49,740 So we can approach it in a one-off, 589 00:29:49,740 --> 00:29:53,103 but not from a broader, unfortunately. 590 00:29:54,658 --> 00:29:57,813 Okay, thanks. 591 00:29:57,813 --> 00:30:01,080 And, Keith, I see you had another question in the chat, 592 00:30:01,080 --> 00:30:02,880 and, Sarah, the question is, 593 00:30:02,880 --> 00:30:04,590 do you know what the response rate is 594 00:30:04,590 --> 00:30:07,593 to MyChart questionnaires that are sent out? 595 00:30:08,730 --> 00:30:10,170 I don't know response rate, 596 00:30:10,170 --> 00:30:11,910 and that's what I was trying to drive at. 597 00:30:11,910 --> 00:30:13,050 Thank you for the reminder. 598 00:30:13,050 --> 00:30:14,400 That's what I was trying to drive that 599 00:30:14,400 --> 00:30:18,450 with the 30,000 questionnaires and the 60% activation. 600 00:30:18,450 --> 00:30:21,240 It's really hard to get that. 601 00:30:21,240 --> 00:30:23,250 If you really are interested, Keith, 602 00:30:23,250 --> 00:30:24,813 I can keep digging for you. 603 00:30:26,190 --> 00:30:27,990 I think the real question is 604 00:30:27,990 --> 00:30:30,783 response rate based on the questionnaire. 605 00:30:32,220 --> 00:30:34,140 And I think this, as a side issue, 606 00:30:34,140 --> 00:30:36,120 is kind of where your team 607 00:30:36,120 --> 00:30:38,070 could actually recover some efficiency. 608 00:30:38,070 --> 00:30:40,110 I think we make a lot of requests 609 00:30:40,110 --> 00:30:43,137 as a healthcare organization for things to go into Epic 610 00:30:43,137 --> 00:30:44,613 and MyChart questionnaires, 611 00:30:45,990 --> 00:30:48,540 and the realized value is not always there. 612 00:30:48,540 --> 00:30:51,750 So having the process to evaluate numbers of requests, 613 00:30:51,750 --> 00:30:55,890 and actually use of those builds on the other side, 614 00:30:55,890 --> 00:30:57,140 I think would be helpful. 615 00:31:05,730 --> 00:31:07,770 Hey, Sarah, it's Alan Robin. 616 00:31:07,770 --> 00:31:10,890 I have a question going back to governance, and I hear this, 617 00:31:10,890 --> 00:31:12,772 and I actually don't know the reality 618 00:31:12,772 --> 00:31:15,060 of the perception of the experience, 619 00:31:15,060 --> 00:31:19,800 but with regard to trying to get questionnaires 620 00:31:19,800 --> 00:31:24,800 approved and/or actually implemented into MyChart. 621 00:31:26,490 --> 00:31:29,520 And you included the governance slide, 622 00:31:29,520 --> 00:31:31,620 which essentially said, submit a request 623 00:31:31,620 --> 00:31:35,580 and it gets essentially reviewed at some level, 624 00:31:35,580 --> 00:31:37,470 but it didn't really have any more 625 00:31:37,470 --> 00:31:39,849 specifics with regard to that. 626 00:31:39,849 --> 00:31:42,270 Is that a ServiceNow request that we're submitting? 627 00:31:42,270 --> 00:31:43,103 Yeah. 628 00:31:44,010 --> 00:31:47,520 Is there a committee that reviews and/or adjudicates it? 629 00:31:47,520 --> 00:31:50,940 Is there a way that we can understand 630 00:31:50,940 --> 00:31:53,130 what the timeline is around that, 631 00:31:53,130 --> 00:31:56,613 and how those requests are adjudicated and prioritized? 632 00:31:57,540 --> 00:32:01,020 And I just, again, I've heard this both within the context 633 00:32:01,020 --> 00:32:05,700 of this pediatric-to-adult transitions, 634 00:32:05,700 --> 00:32:08,400 but also outside of that, within the department. 635 00:32:08,400 --> 00:32:10,380 Yeah, no, that's a great, great question. 636 00:32:10,380 --> 00:32:13,050 So the process is just that. 637 00:32:13,050 --> 00:32:15,630 You would submit, it's called an IT proposal, 638 00:32:15,630 --> 00:32:18,750 within ServiceNow, with the request. 639 00:32:18,750 --> 00:32:23,070 We ask that those submitting requests 640 00:32:23,070 --> 00:32:26,580 with regards to questionnaires have socialized 641 00:32:26,580 --> 00:32:31,140 the request and the desired output with their colleagues 642 00:32:31,140 --> 00:32:33,000 within their department or specialty, 643 00:32:33,000 --> 00:32:36,390 so that it is really standard as we start to design. 644 00:32:36,390 --> 00:32:39,000 So that's one of the questions that we ask 645 00:32:39,000 --> 00:32:41,370 when we have a request in our queue is, 646 00:32:41,370 --> 00:32:46,370 has this been socialized, and is your chair aware, 647 00:32:46,860 --> 00:32:49,770 or have you pulled in other partners, 648 00:32:49,770 --> 00:32:52,590 whatever's really applicable or appropriate. 649 00:32:52,590 --> 00:32:54,840 And then it comes into our queue, 650 00:32:54,840 --> 00:32:59,840 and essentially we work with Lisa, Don, Amy, 651 00:33:00,060 --> 00:33:05,060 and other medical group VPs to prioritize the work. 652 00:33:06,330 --> 00:33:09,600 We've been working with Don and Natasha recently 653 00:33:09,600 --> 00:33:12,060 on questionnaire prioritization, 654 00:33:12,060 --> 00:33:15,420 because we have so many requests in our queue, 655 00:33:15,420 --> 00:33:16,860 and we really wanna focus now 656 00:33:16,860 --> 00:33:19,410 on just standardizing what we have 657 00:33:19,410 --> 00:33:22,230 and being really consistent across the board 658 00:33:22,230 --> 00:33:24,360 of what we're providing to patients, 659 00:33:24,360 --> 00:33:29,360 and then starting to regroup with requests for specialties. 660 00:33:30,090 --> 00:33:34,860 So governance may be a really strong word. 661 00:33:34,860 --> 00:33:37,860 It's more of a process that we follow to make sure 662 00:33:37,860 --> 00:33:40,380 that we do have the right people pulled in. 663 00:33:40,380 --> 00:33:43,263 And we can help coordinate some of those pieces. 664 00:33:44,430 --> 00:33:46,500 And then we have very specific questions 665 00:33:46,500 --> 00:33:50,220 that we ask the requester of the questionnaire as well, 666 00:33:50,220 --> 00:33:54,600 to really think about how the patient will engage in it 667 00:33:54,600 --> 00:33:56,430 and what it will look like to the care team, 668 00:33:56,430 --> 00:33:58,860 where it lands in Epic, how it's interacted with 669 00:33:58,860 --> 00:34:01,143 and all of those things. 670 00:34:03,300 --> 00:34:06,630 Yeah, no, I think those are reasonable things to ask, 671 00:34:06,630 --> 00:34:09,240 to make sure they've socialized, 672 00:34:09,240 --> 00:34:13,020 made sure that it's evidence-based or standardized format, 673 00:34:13,020 --> 00:34:14,250 all that stuff. 674 00:34:14,250 --> 00:34:17,760 And at the same time, the feedback that I've heard 675 00:34:17,760 --> 00:34:21,328 is that it gets lost in snow land somewhere. 676 00:34:21,328 --> 00:34:24,060 The ticket gets lodged. 677 00:34:24,060 --> 00:34:28,263 It's six or 12 months later, there's been no movement. 678 00:34:29,520 --> 00:34:30,900 And so, I guess, 679 00:34:30,900 --> 00:34:35,253 that's the feedback that I'll provide as well. 680 00:34:36,360 --> 00:34:38,940 No, I appreciate that. 681 00:34:38,940 --> 00:34:42,177 Unfortunately, it's not the first time I've heard that, 682 00:34:42,177 --> 00:34:44,580 and I'm working on it. 683 00:34:44,580 --> 00:34:46,233 But I do appreciate that. 684 00:34:48,030 --> 00:34:51,360 It's a learning, for sure, this year, 685 00:34:51,360 --> 00:34:53,670 and that's part of why we're trying to really standardize, 686 00:34:53,670 --> 00:34:56,070 is so that we don't have things lost 687 00:34:56,070 --> 00:34:58,650 and there's visibility into what others are doing, 688 00:34:58,650 --> 00:35:00,840 so we can all make progress together 689 00:35:00,840 --> 00:35:03,090 and not have those things just sitting there. 690 00:35:09,630 --> 00:35:11,433 Oh, Keith, do you wanna go ahead? 691 00:35:13,020 --> 00:35:15,900 Yeah, this is related to MyChart. 692 00:35:15,900 --> 00:35:19,770 In clinic, we can type in patient after visits instructions, 693 00:35:19,770 --> 00:35:22,260 and those are really important to capture 694 00:35:22,260 --> 00:35:24,150 what we say during the visit. 695 00:35:24,150 --> 00:35:26,820 The issue is, when the patient doesn't have English 696 00:35:26,820 --> 00:35:29,280 as a primary language, I have zero ability 697 00:35:29,280 --> 00:35:33,090 to write something in a language outside of English. 698 00:35:33,090 --> 00:35:36,120 And so, where does that fall in purview 699 00:35:36,120 --> 00:35:38,710 in terms of who can help clinicians 700 00:35:40,020 --> 00:35:42,750 write in the patient's native language 701 00:35:42,750 --> 00:35:44,760 in the after visit summary, 702 00:35:44,760 --> 00:35:46,783 which then is captured in MyChart 703 00:35:46,783 --> 00:35:49,383 so that we can improve communication? 704 00:35:50,610 --> 00:35:53,430 Yeah, that's a really good question 705 00:35:53,430 --> 00:35:57,000 about how we can interface with Luma in that regard. 706 00:35:57,000 --> 00:36:01,800 Because while we can't translate directly in Epic, 707 00:36:01,800 --> 00:36:05,070 how do we translate when it reaches the patient? 708 00:36:05,070 --> 00:36:08,313 So I'm gonna take that as a follow up, Keith. 709 00:36:09,270 --> 00:36:10,103 Thanks, I appreciate it. 710 00:36:10,103 --> 00:36:11,550 And then, that's not unique to us. 711 00:36:11,550 --> 00:36:14,553 That's just a huge issue with all EHRs, 712 00:36:16,170 --> 00:36:17,610 unless you have an interpreter there 713 00:36:17,610 --> 00:36:20,400 who's willing to manually type into the computer, 714 00:36:20,400 --> 00:36:22,920 which a lot of 'em are not willing, 715 00:36:22,920 --> 00:36:25,110 or one, in the room, and two, not willing to do that, 716 00:36:25,110 --> 00:36:26,260 it becomes challenging. 717 00:36:36,420 --> 00:36:38,610 Sarah, I had a follow up question, too. 718 00:36:38,610 --> 00:36:41,640 You had a slide about, in MyChart, 719 00:36:41,640 --> 00:36:43,500 being able to make your own appointments, 720 00:36:43,500 --> 00:36:46,320 scheduling appointments, and then the FastPass. 721 00:36:46,320 --> 00:36:50,730 Could you remind us or walk us through which areas 722 00:36:50,730 --> 00:36:53,850 have that capacity to do that? 723 00:36:53,850 --> 00:36:55,020 Do you know? 724 00:36:55,020 --> 00:37:00,020 So FastPass is currently live in five areas, 725 00:37:00,330 --> 00:37:05,330 and I want to say, one is orthopedics, 726 00:37:05,550 --> 00:37:10,410 one is gastroenterology, and I don't know all five. 727 00:37:10,410 --> 00:37:11,880 I was not involved in that, 728 00:37:11,880 --> 00:37:14,820 and that went live a couple of years ago. 729 00:37:14,820 --> 00:37:19,170 But our intention for the next couple of quarters 730 00:37:19,170 --> 00:37:22,620 is that this will be live across primary care 731 00:37:22,620 --> 00:37:24,363 throughout UVM Health Network. 732 00:37:25,830 --> 00:37:27,330 So we'll start with primary care, 733 00:37:27,330 --> 00:37:29,030 then we'll move on to specialties. 734 00:37:33,900 --> 00:37:34,733 Thank you. 735 00:37:37,410 --> 00:37:40,590 I'm really excited about the texting, Luma. 736 00:37:40,590 --> 00:37:42,990 I mean, I know that we work with young adults, 737 00:37:42,990 --> 00:37:44,610 and teens, and adolescents, 738 00:37:44,610 --> 00:37:49,610 and that it, I think, will be a huge game changer, 739 00:37:50,250 --> 00:37:51,330 being able to do that. 740 00:37:51,330 --> 00:37:54,810 And not only just pushing out a text about, 741 00:37:54,810 --> 00:37:56,010 hey, a reminder for your appointment, 742 00:37:56,010 --> 00:37:57,600 but having the capacity and ability 743 00:37:57,600 --> 00:38:01,800 to have that dual back and forth conversation. 744 00:38:01,800 --> 00:38:04,350 Yeah, yeah. We're excited, too. 745 00:38:04,350 --> 00:38:07,470 And I'll just volunteer the entire Pediatrics Department 746 00:38:07,470 --> 00:38:09,033 as early adopters of this. 747 00:38:10,440 --> 00:38:12,750 This is something I've been screaming about for years. 748 00:38:12,750 --> 00:38:16,110 So if you need people to test workflows 749 00:38:16,110 --> 00:38:19,200 or test functionality, I'm in. 750 00:38:19,200 --> 00:38:20,790 Okay. No, that's great. 751 00:38:20,790 --> 00:38:23,310 And, Keith, you were somewhat involved 752 00:38:23,310 --> 00:38:26,070 in the vendor selection journey with me this summer, 753 00:38:26,070 --> 00:38:28,470 so would be happy to. 754 00:38:28,470 --> 00:38:30,627 We have a project manager within IT 755 00:38:30,627 --> 00:38:35,627 and I will volunteer you as a partner. 756 00:38:35,760 --> 00:38:37,080 -Sounds good, yeah. -Thank you. 757 00:38:37,080 --> 00:38:38,220 I was really impressed by Luma. 758 00:38:38,220 --> 00:38:40,860 I was hoping that we were gonna select that vendor. 759 00:38:40,860 --> 00:38:41,763 Glad we did. 760 00:38:45,930 --> 00:38:47,580 Patient family advisor here. 761 00:38:47,580 --> 00:38:50,550 I just wanna say I appreciate all these efforts 762 00:38:50,550 --> 00:38:54,240 to making this accessible for these adolescents, 763 00:38:54,240 --> 00:38:56,520 because we know they're on their phone, 764 00:38:56,520 --> 00:38:58,200 we know screens are in their face 765 00:38:58,200 --> 00:39:00,240 and they're already accessible in that regard. 766 00:39:00,240 --> 00:39:02,580 But making this healthcare access 767 00:39:02,580 --> 00:39:05,670 is really cool to see the initiatives done, 768 00:39:05,670 --> 00:39:08,280 especially to add in that inclusivity piece, 769 00:39:08,280 --> 00:39:11,250 and making sure, from the mental health 770 00:39:11,250 --> 00:39:12,600 to the language barrier, 771 00:39:12,600 --> 00:39:15,540 to making sure things remain confidential 772 00:39:15,540 --> 00:39:18,360 and protected for everyone. 773 00:39:18,360 --> 00:39:20,130 So I just appreciate all these efforts, 774 00:39:20,130 --> 00:39:23,070 and I know there's a lot we can do, 775 00:39:23,070 --> 00:39:24,450 and I know there's a long way to go, 776 00:39:24,450 --> 00:39:26,820 but I just appreciate what you're doing. 777 00:39:26,820 --> 00:39:27,870 Thank you for that. 778 00:39:29,190 --> 00:39:31,980 And we're always open to suggestions, too. 779 00:39:31,980 --> 00:39:36,980 So I presented a lot of things that are on our radar. 780 00:39:37,590 --> 00:39:41,130 But if you all have suggestions or thoughts that aren't, 781 00:39:41,130 --> 00:39:44,160 please feel free to reach out on my emails. 782 00:39:44,160 --> 00:39:45,090 Oh, I'm not sharing anymore. 783 00:39:45,090 --> 00:39:48,480 I can throw my email in the chat and you can send me a note. 784 00:39:48,480 --> 00:39:50,643 I'm happy to connect or just listen. 785 00:39:55,980 --> 00:39:56,813 That's great. 786 00:39:57,660 --> 00:40:01,200 We've got about two more minutes, so I will open it up, 787 00:40:01,200 --> 00:40:04,410 if there's any last minute comments, questions, 788 00:40:04,410 --> 00:40:05,820 or anything else. 789 00:40:05,820 --> 00:40:08,730 And I know that many of you have my email 790 00:40:08,730 --> 00:40:10,440 or Michelle's email. 791 00:40:10,440 --> 00:40:14,160 If there's follow up questions that you might have, 792 00:40:14,160 --> 00:40:18,480 please feel free to reach out and we can connect with Sarah, 793 00:40:18,480 --> 00:40:20,970 and hopefully she would be willing to answer 794 00:40:20,970 --> 00:40:22,770 any additional questions that may arise 795 00:40:22,770 --> 00:40:25,173 from this conversation, too. 796 00:40:36,450 --> 00:40:37,960 Thanks, Sarah. 797 00:40:37,960 --> 00:40:39,720 [Sarah] Thank you. 798 00:40:39,720 --> 00:40:41,370 Thanks, everybody, it was great. 799 00:40:41,370 --> 00:40:43,140 Thanks, Sarah. Appreciate it. 800 00:40:43,140 --> 00:40:43,973 Thank you. 801 00:40:43,973 --> 00:40:45,017 [Keith] Bye to both Stans. 802 00:40:46,410 --> 00:40:47,243 Thank you. 803 00:40:48,660 --> 00:40:49,493 [Sarah] Bye. 804 00:40:55,770 --> 00:40:57,270 All right. 805 00:40:57,270 --> 00:40:58,103 That was good. 806 00:40:59,730 --> 00:41:00,563 All right. I.