Using EPIC Solutions to Improve Communication with Patients

Using EPIC Solutions to Improve Communication with Patients in the LOC Women’s Health Practice Team Members: Sharon Bird RN Margaret O’Connor RN Bette Okamoto RN Robyn Thurston Women’s Health Practice

Project Aim Statement: n The LOC Women’s Health Practice sought EPIC solutions to address two long-standing patient communication issues: Length of time for patients to receive PAP smear results by mail. n Large volume of calls from patients inquiring about their test results. n

Project Goals & Target n Turn around time for PAP smears (day of test to day letter mailed to patient) Target 14 days. n Reduce volume of documented phone triage encounters for test results. Target- 30% reduction in call volume

Reduce PAP Smear Turnaround Time Solutions Implemented: Identified variation in existing processes for PAP smear result review – Created a protocol to standardize process for all MD’s. n Designed an EPIC MD to RN communication process: n n MD in-baskets the RN RN sends EPIC generated letter to the patient Education sessions for MD’s & RN’s

Achieved an 11 day turnaround time for PAP smear results

Reduce Volume of Phone Triage Calls for Test Results Solutions Implemented: n Analyzed phone triage logs to determine why patients call the triage line. n n #1 reason for triage call – Test Results Standardized expectations and processes for communication of test results within EPIC n n n Physicians are responsible to initiate communication with the patient – via Epic generated letter, phone call or office visit MD in-baskets the RN RN contacts the patient using the identified method

Reduce Volume of Phone Triage Calls for Test Results Solutions Implemented (continued): Created EPIC patient letters for Normal results n Educated MD’s and staff how to pull EPIC lab results into patient letters n Educated patients on the new notification process n n n Comment added to the After-Visit-summary informing the patient that she will be contacted with results Communicate this process with new patients to the practice

Achieved a 13% reduction in total triage calls and a 23% reduction in triage calls for test results Volume of Triage Calls for Test Results

Analysis & Next Steps Analysis: n Use of EPIC tools, in-box and patient letters, has streamlined communication processes between MD’s, RN’s, and patients in the LOC Women’s Health Practice Next Steps: n Continue to monitor over several more quarters n Explore EPIC communication options with the Healthcare Access Call Center to reduce the number of patient calls transferred from HACC to the clinic