Penn Healthcare Innovation Challenge Team J Hannah McLane Fan Zhang Charles Zhao
I. MyPennMedicine Background Data
Current Situation Why did more than half of patients never activate their account? Did these people know about MyPennMedicine features? What was the reasons that MPM users DID choose to activate their account? Did MPM users have a positive user experience? What did physicians and providers think of the MPM system? Do they prefer patients to use MPM or not?
II. Key Informant Interviews: Gathering Data
Questions We Wanted Answered
Why did more than half of patients never activate their account? Did these people know about MyPennMedicine features? What was the reasons that MPM users DID choose to activate their account? Did MPM users have a positive user experience? What did physicians and providers think of the MPM system? Do they prefer patients to use MPM or not?
Prefer to use MPM “I prefer MPM rather than a phone call because I can respond wherever I am rather than having to call back. I often respond more quickly to MPM than phone calls”
”“Most of my patients don’t
use MPM but I wish they did. It is much more convenient for me in so many ways. “
Doctors
Lack of knowledge of benefits “ If I knew it was a more convenient way to reach my doctor, I would be willing to try it. Can you show me how to log on? ”
“ I don’t have an online account because no one tells me about it. I am willing to try if someone could tell me how can I use this portal ”
Patients (non-users)
Intimidated by technology “I think it’s much more convenient to just call the doctor. I am not a computer person. Usually my daughter will deal with everything.”
“I can’t imagine how someone would jump into that system without growing up with a computer. I think I’m in the wrong age group to use that system.”
Patients (non-users)
Satisfied for the most part “I use MPM regularly to check lab results and message my doctor. I started using it because my doctor told me about it during my first visit with him. It works well for me.”
“I have no problem using the MPM system, but I just use it for a few things, mostly for messaging my healthcare team. I don’t have any major complaints.”
Patients (MPM-users)
Login instructions not prominent feature of paperwork “We just have their MPM username and password on the last page of their checkout package because we are trying to minimize their paperwork.”
“I often field calls from patients who get home and have trouble logging into MPM. Less-tech savvy patients will try several times to login with the incorrect password and lock themselves out.”
Staff from check out station
III. Key Insights and Narrowing Down the Problem
Generate key Insights Patients who haven’t used MPM: ● Lack of knowledge of benefits ● Intimidated by technology ● Info regarding registration buried in discharge paperwor Providers: ● Many prefer MPM portal to communicate with patients ● Many providers have noticed most of their patients haven’t activated their account
Defining the problem How might we help patients understand the benefits of using MPM, incentivize them to use the system, and make their initial experience more user-friendly?
IV. Designing the Intervention
Desired features of intervention We wanted a tool with following features: ➢
➢ ➢ ➢ ➢
A way to show patients key features to reduce they feeling overwhelmed by prospect of using system A way to inform patients in waiting room of MPM features A way to separate MPM info from discharge paperwork A way to remind patients how to login A tool that was engaging and fun - to get patients excited about MPM!
Design Proposal
Benefits of This Approach ➢
➢ ➢ ➢
Both the ipad video and pamphlet for distribution: ○ Show patients the key features of MPM in user-friendly format. This lessens likelihood of feeling overwhelmed by system. ○ Remind patients how to login and activate account The pamphlet is a way to separate MPM information from other discharge paperwork The option of conducting a lottery incentivizes patients to logon, which is a barrier to entry for many patients Is a fun and engaging tool with approachable illustrations!
Thank you!