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Care in Many Languages
More than 150 PHMG providers speak languages other than English. Across PHMG, there are 40 languages spoken by at least one provider. There are even two physicians who each speak five languages (in addition to English): Dr. Marlon Fletchall in Junction City, OR speaks French, German, Greek, Hebrew, Latin and Gabriel Salvadori in Vancouver, WA speaks French, German, Italian, Serbo-Croatian and Spanish.
(Based on data found in www.peacehealth.org and www.swmedicalcenter.com.)
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PeaceHealth Physicians & Providers,
 | | Dr. Howard Graman |
As you likely saw this week, PeaceHealth is working to close a sizeable gap in our FY14 budget, due to a number of complex issues affecting finances. ( Read Alan's email.) Like all areas of PeaceHealth, the medical group has been having conversations about how we can contribute, as a group, to the financial well-being of the organization. I want to reiterate that we are an important part of PeaceHealth's strategy for the future, as evidenced by many current and planned investments, including the new ambulatory medical record. We plan to maintain and continue improvements in clinical areas WHILE we look for creative ways within our realm of responsibility to bolster PeaceHealth's bottom line. One example is PatientConnection. Part of our strategy is to grow PatientConnection--especially with Epic--to enhance and extend our relationship with our patients through this web portal. It can help us offset some costs as well as retain and gain market share. (See below for key tips to enroll patients in our portals.) Please talk with all of your patients about this at every opportunity. You can expect to hear more from me and other system or local leaders on discussions and decisions related to overcoming the budget challenge. Your ideas for saving money or enhancing revenue are also welcome. If you have a minute, please visit PeaceHealth's communications site and add your own unique perspective as a provider. ( Share your ideas.) 
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Tips for Creating Unique Patient Experience
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Laura Sanger, PHMG's Patient Experience Program Manager, is gleaning ideas from some of the group's providers with outstanding CG-CAHPS scores.  Following are a few "tried and true" favorites from Dr. Greg Thompson, a pediatrician in Bellingham: - Invite parents to be involved in the exam (e.g., for an ear infection, offer to let them look through the scope)
- Tune into the patient's feelings; pay special attention and respond to body language and expressions
- Write notes to remember special facts, hobbies, family members' names , etc.
- Reassure parents they never have to apologize if the reason for the visit turns out to be less serious than they thought
(Read more tips from Dr. Thompson) What does Dr. Thompson consider the most important part of a positive patient experience? "Making people feeling valued and listened to."
Visit PHMG Patient Experience site
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Patient Portal Enrollment
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Transition to New Portal, Numbers for Old
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We are now tracking enrollment in three different portals until all of our clinics have rolled out Epic:
 41,320 patients (16.3% of 253,248 primary-care patients) on CE-based PatientConnection as of July 18, up 679 (1%) from May.
 6,841 patients (26+% of 25,998 primary-care patients) on RelayHealth-based SmartConnect, as of April 30.
New figures are due late July.
 5,050 patients (36% of 14,000 prior CE-portal users in Oregon West) on Epic-based PatientConnection, as of July 18.
Tips for enrolling patients in the portal:
- Check the system to see if the patient is enrolled
- If patient is not enrolled, tell the patient you'd like to be able to communicate with them via this tool
- Your invitation will be perceived positively by most patients, even if they don't sign up
- Ask clinic staff to help patients sign up
- Ask clinic manager for marketing tools
- Sign up yourself and experience it as a patient
A few things to keep in mind:
- Portals help patients engage in their care
- Portals can be a very strong patient satisfier
- Most patients use portals appropriately and there are safeguards to curtail inappropriate use
For clinics on Epic - view more resources
Do you have tips? please share
Patient portal splash page
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