explaining patient portal to patients

[mitch]

Does anyone use a letter that is given to the patient at time of sign in explaining the ability to access the portal and instructions on how to do so and if the patient wants to participate? If yes, would you be willing to share the letter that you use? Also, how are you giving the User ID and PW to the patient?  E-mailing, writing it down for the patients in the office? Looking for best practices on how to implement in my office.

Thanks.

[erica]

There is an option in Crystal where you can have the web address along with the username and password print out at the bottom of the invoice. (if a username and password have not been generated, the system will prompt you to let you know the footer will not be included)
To turn this option on, go to Admin ->Invoices, check off "Include information on how to access the portal"

You can also email the patient their log in information, you will need to set up Admin->Email->Email Settings (non-Direct) before you can email out of Crystal.
As weird as it sounds, this is not a HIPAA violation!

Another thing you can do is add a button on your website so that your patients do not have to type in the long address.
Once they know they can just go to your website and click a button instead of typing in www.crystalpm.com/PatientPortal.jsp?crystalpmid=XXXX they may be more apt to log in.

I'm not exactly sure how most of our offices communicate this info to the patients - anybody care to share?

If you have any other questions about this or have any issues please let me know!
Thank you!
Erica

[mitch]

Hi Erica. Are patients allowed to change their user ID's and PW's through the portal, or do they have to call our office to make any changes in their log in information?

[ecastaff8]

We have the website, username, and password printed on the bottom of the patient invoice.  Follow Erica's advice on how to do this by going to Admin > Invoices, etc.  You can even change the wording of the information displayed on the invoice if you wish.  The patients receive their invoice at checkout and we let them know they can now view their medical information online and show them the website address, their username and their password.    We direct our patients to our website
rather then the longer crystalpm link.  I know that we can change a patient's username and password but not sure if they have the capability to do so.  (I don't think so.)  Having the information automatically print on the patient's invoice is quick and easy. 

[erica]

At this time the only way to change their password is if they call or message you.

[mitch]

Thanks. I will try your suggestions.

[sdod]

We hand out a detailed instruction sheet to each patient.
With Stage 2 mandating that 5% of patients access the Portal, we wanted to make sure we hit that target.

Here's a copy of our letter.

(We have about a 15% rate of patients using the portal)

Attachments:

Crystal Patient Portal Instructions.docx (15.86 KB)

[gracecrystalpm]

Just be careful if you are planning on emailing the patients their user name and password. I'd only include the user name or password but not user name and password.

I have seen offices have a station set up at check out for patients to go ahead and log in and view the summary info and send the confirmation back right then and there! 

[mitch]

Thanks. This is perfect. Just what I was looking for! Thanks all for the great advise.

[tag701]

I'm using custom invoices and statements. Would that effect the portal information? I couldn't get it to print on the invoice and that's the only thing I can think of. Thanks.

[erica]

As long as you have Include information on how to access the portal checked off in Admin->Invoices the portal information will still print on custom invoices. If you have any issues with it please call into tech support and we will be happy to help.
Thanks!
Erica