Jordan Meadows Medical CenterEducating Patients About the Clinical Health Information Exchange(cHIE)
Jordan Meadows is part of the HealthInsight Beacon Community Program, a national initiative to improve diabetes care processes. The staff was recently asked about their significant success in getting patients to consent to the Utah Clinical Health Information Exchange (cHIE). The front desk staff, instrumental to this accomplishment, shared their specific workf low processes for cHIE consent.
The staff was trained by Rocky Rhodes, of the Utah Health Information Network (UHIN), to en- gage patients in cHIE consent by properly explaining its benefits, and how to respond to certain questions and concerns.
This training was instrumental to increase staff’s confidence in their abilities to answer questions.
“The first week was a little scary,” noted receptionist Mayra Guzman. The nervousness dissipated quickly, however, as patients were easily convinced of the cHIE’s advantages.
Debra Bowen noted that they were reluctant to add “one more piece of paper” to the ones patients must already complete, i.e. insurance, medical his- tory, and new problem checklists. Both new and established patients are asked to complete the cHIE consent when checking in to the front desk. The staff treat the cHIE consent as they do any other form. “Not making a big deal about it” appears to nor- malize the process and reduce patients’ misgivings. “Patients do not seem to mind too much,” Debra stated. Mayra emphasized the importance of respecting patients’ wishes if they decline by not appearing disappointed or disproving.
Anastasiya Timoshenko, clinic recep- tionist, who signed up over 1,000 patients by herself in one month, found that telling patients about the three different options helps, “Patients are given choices, so they don’t feel forced.” She asks patients to take the forms home, or to call UHIN for ad- ditional questions, if they seem undecided. Surprisingly, many patients do bring them back signed. Rocky explains, “As we work with many clinics to gather consent, it is interesting to see the different commitment levels. Jordan Meadows certainly was an office where management’s vision was complimented by the attitude and effort of the front office staff.”
Anastasiya tells patients that she signed up, and why, to provide them with a personal example. Her baby, born pre- maturely, has seen many providers, and Anastasia shares how she looks forward to reports and tests being exchanged electron- ically to save her time and frustration of having to hunt them down herself.
The cHIE consent process for Jordan Meadows has been much easier than ex- pected. Crucial to success, according to Debra, is UHIN training; having the form completed at the time of check in; and front desk vigilance in explaining cHIE benefits (sometimes using personal examples), and being able to answer questions without hesi- tation. Debra and Jordan Meadows staff are excited at the ability to “Have access to the cHIE for all the new patients, and to have their health information available to us at that first visit.”
Dr. Frederic Civish, III, graduated from the Univer- sity of Utah Medical School in 1988, and opened up Hunter Medical Center, in West Valley City on July 1991. Jordan Meadows Medical Center, a second facility in West Jordan, was opened in 1997. Physician Assistants and Family Nurse Practitioners make up the rest of the provider teams between the two clinics.
For more information, contact Travis Smith.