By the End of This Lesson, You Will Be Able to How Does Secure Messaging Work? What Does The Patient Portal Look Like?...

Transcription

1 Lesson 13: Secure Messaging Table of Contents By the End of This Lesson, You Will Be Able to... 3 MyHealth Patient Portal Secure Messaging System...What Is It?... 4 How Does Secure Messaging Work?... 5 What Does The Patient Portal Look Like?... 6 How Do You Get Enrolled As An CPS User?... 6 Default Message Security Settings... 8 Patient Enrollment in the Secure Messaging System-PIN Generation... 9 Incoming and Outgoing Messages How Do Patients Read Their Messages? Message Recall and Tracking Outgoing-Sending a Message to Patient and Attaching Documents Sending a Message to the Patient Using the Messaging Tab Sending a Message to the Patient Using the SM_Basic Encounter Form What is a CCD and How Can I View or Send It? Save a Copy of a Message to the Chart My Medical Record Messages From Patients Responding to Patient Messages Manage Delegates Login as Delegate Request a Medication Renewal Override Defaults for a Single Message Ask for Advice P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM Page 1 of 56

2 Review and Quiz END OF LESSON FOR PROVIDERS Request A Referral Request Test Results (Radiology or Laboratory) Request An Appointment Cancel An Appointment Update Personal Information Make a Change to my Portal Account Help and Search Functions Glossary of Terms Frequently Asked Questions (FAQ) for HealthTeam Users Frequently Asked Questions (FAQ) by Patients SAMPLE LETTERS: Adult Patient Parental Other Authorized Adult Page 2 of 56 P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM

3 By the End of This Lesson, You Will Be Able to Login to Secure Messaging in the CPS via the Messaging tab Set your password to match your CPS password Change your defaults for a message Learn how delegates login to the inbox Generate a PIN for the patient to access the portal and use Secure Messaging Send a Secure Message to the patient from the Messaging tab Send a Secure Message to the patient using an encounter form Reply to a patient request to set or cancel an appointment Reply to a patient request for a medication renewal Reply to a patient request for advice from their provider Reply to a patient request for test results (laboratory or radiology) Reply to a patient request for a referral Reply to a patient request for a summary or CCD Answer User FAQ Answer Patient FAQ P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM Page 3 of 56

4 MyHealth Patient Portal Secure Messaging System...What Is It? The MSU HealthTeam MyHealth Patient Portal is a database-driven software application that allows the MSU HealthTeam to build an interactive, secure patient Web site. The Patient Portal is integrated with our Centricity CPS system so that your patients can access select parts of their medical information, get copies of chart documents such as laboratory and radiology results. Office Visit notes sent to them, or use Secure Messaging to communicate with providers external to the MSU HealthTeam. Staff can more effectively manage patient communication by working with messages received in the portal also called the Secure Messaging Center. The MSU HealthTeam MyHealth Patient Portal will allow patients to generate an account, verify their identity once, choose and set a new user ID and password, then send messages to any clinic that is setup on the Portal. Each clinic has a Clinic Practice Page with information for their patients about services they provide, telephone numbers, clinic address, hours, and answering service telephone numbers. The MSU HealthTeam MyHealth Patient Portal allows access by issuing a randomly-generated PIN number that verifies the patients identity on the Portal. The PIN is similar to a one you may receive from your bank or a credit union. PIN numbers can only be issued (or reissued if lost) while the patient is in clinic. Parents can get a separate PIN for each child and then register them on one account in the Family Management section. 1 1 The Portal will automatically unlink their child s chart from all accounts at the age of 12 to comply with Michigan law. Page 4 of 56 P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM

5 How Does Secure Messaging Work? MyHealth Patient Portal Web site for Secure Messaging ( Patient, Parent, or other Adult Nurse Delegate Box Physician Reception Delegate Box Referral Delegate Box YOUR Box P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM Page 5 of 56

6 What Does The Patient Portal Look Like? The PIN letter directs patients to go to: and they see the page in the following figure. The patient will click on the link, Register for a MyHealth Account and follow the setup instructions using their PIN number to activate their account in the portal. (See Appendices for samples of Patient Letters). Once they activate their account the PIN is no longer needed. The PIN number will expire in 30 days. How Do You Get Enrolled As An CPS User? To get enrolled as a user you need to complete the CPS training course. Once the privilege has been set for you in the CPS you will see a new tab on your desktop entitled, Messaging. The first-time you click the Messaging tab you will see this User Log In window as shown in the following figure. You need to login with the temporary password that will be issued during the classroom training session. Page 6 of 56 P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM

7 You will use your CPS username to login to the system in the User ID or field and the temporary password given to you in the classroom. When you login the system will prompt you to reset your password, as shown in the following figure. You first need to choose answers for both Hint questions before the Set Password button will be activated on so you can click it. Set your New password here to match your password in CPS. Once you set this to match your CPS password you will not have to login to access messaging every time you login to the CPS. You can return to the Settings>Credentials tab at any time to change your password. P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM Page 7 of 56

8 Next we will set some of your basic preferences for Secure Messaging in the Settings window. 1) Log into the CPS and click the Messaging tab 2) Click the Settings link on the menu section 3) Click on the Preferences tab. 4) Check all of the checkboxes on the preferences page. 5) Enter a generic description (non-hpi information) that will be used for all of your outgoing messages similar to what is shown here, Secure Message from Your Clinic (name). 6) Click the Apply button to apply your changes and you will see a message that your settings have been updated. Default Message Security Settings Many of the default message settings are set at account creation including Receive replies at alternative address: as shown in the following figure. Replies to messages sent by Physicians will automatically go to the Nurse delegate box for the clinic instead of directly back to the physician. We will review how to temporarily change settings for a specific message later in the lesson. Physician or Provider Default Settings Page 8 of 56 P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM

9 Patient Enrollment in the Secure Messaging System-PIN Generation Before a patient can use the system they need to be issued a PIN and use it to register for an account. Patients are not given access to the Secure Messaging system until they have shown a photo ID in clinic and received a PIN Welcome letter document. Each clinic will have made its own workflow decision regarding how OR if they will document when a patient is declining participation in the Secure Messaging system (see prior figure). To verify whether or not a patient is in the system, check the patient banner in their chart to see if there is an address in it, as shown in the following figure. If there is already an address in the banner the patient then the patient has registered for Secure Messaging and they do not need to be issued a PIN. P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM Page 9 of 56

10 The patient/parent/guardian identity needs to be verified with a photo ID and in person prior to being provided with a PIN number. PIN numbers cannot be mailed or given over the telephone. PIN numbers are generated with a PIN Generator encounter following these steps. 1) Select the Update button the in patient s chart. 2) Next select the PIN Generator encounter type. The Summary field text will be automatically generated (see next figure). 3) If the patient declines to participate a quick text may be used to enter a comment into the note. Users can type the quick text,.decline in the document and either print the PIN letter and shred it OR choose not to print the document and document this in the note according to their clinic workflow. 4) Click the Auto Generate action button on the form that opens, as shown in the following figure, in order to generate the PIN number. Page 10 of 56 P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM

11 If the button says, Reactivate, the patient has let a PIN that was issued to them earlier expire. 5) Select the appropriate Welcome letter (Adult Patient, Parental, or Authorized Other Adult) and click the corresponding button to print and then give it to patient. No customization is necessary, the patient s identifying information and PIN number will automatically be pulled into the letter. 6) When the PIN is activated an expiration date will be inserted into the note. 7) The user who creates the PIN Generator encounter needs to end the update and sign the document. If the document is not signed, the PIN will not be available for the patient to use when trying to activate their account. 8) The letter prints and is given to the patient (see Appendices for letter samples). 9) Patient takes the letter home, opens their browser program and navigates to the page shown in the following figure then clicks on Register for a MyHealth Account. P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM Page 11 of 56

12 10) When the user clicks on, Register for a MyHealth Account they will see a window with Steps for MyHealth Registration containing information about the registration process (see following figure). 11) Patient needs to click on the Register Today link as shown in the previous figure. 12) Patients next have to read the MyHealth Website Use: Terms and Conditions page and click either the, I accept OR I do NOT accept button (see following figure) before the program will let them continue. 13) In the next steps patients will create their account and set options for User ID, First Name, Last Name, Address, Alternate Notification , password, Hint question #1, Hint questions #2, and checkbox to indicate whether or not they would like to receive Page 12 of 56 P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM

13 Newsletters (see following figure). Incoming and Outgoing Messages Once the patient has registered themselves and setup their account, on the MyHealth Patient Portal they are ready to review their Protected Health Information (PHI) and send messages. The screen they will see next lists the clinics and topic headings for the types of information they have access to (see following figure). Each clinic will have an internal page with information about the services they provide. P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM Page 13 of 56

14 Outgoing-Sending a Message to Patient and Attaching Documents Sending a Message to the Patient Using the Messaging Tab The following Visio diagram shows a possible workflow for sending a message to a patient using the Messaging tab. Page 14 of 56 P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM

15 If a patient has made a request to see copies of their test results, Providers or staff can send a message directly to the patient and attach any requested documents. The following figures show default message settings for Recipients and Additional Security. The default settings are set when an account is created and under most circumstances will not need to be changed. P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM Page 15 of 56

16 In order to attach information you can either first view the selected patient s chart and then go back to your desktop and make a selection from the Messaging tab OR pick the patient s name from within the message. Click on New Message then Patient to open the Patient template. (You can also use one of the other available templates such as, Standard or Referral ). Once you open the Patient message template you will see the information from the last patient s chart that you were reviewing. All current documents from the patient chart show in the lower window, on the tab entitled, CPS Chart, and could be included as attachments by checking the box to the left. The message is entered on the tab entitled, Message, in the bottom window as shown in the following figure. Page 16 of 56 P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM

17 Message Recall and Tracking Messages to patients are tracked automatically. You can view the messaging and tracking information on it in the Sent box of the user or delegate that sent the message. 1) Click on the Sent box. 2) Locate the message and double-click on it to open it. 3) Click on the tab containing the information you want to review. (a) Message-contains the text of the message itself. (b) Tracking-contains the detail information, see following figure. (c) If you want to recall the message click the Recall button. Sending a Message to the Patient Using the SM_Basic Encounter Form Another method for sending a message to the patient is selecting an SM_ encounter type. See following Visio workflow diagram. P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM Page 17 of 56

18 The preferred encounter type is the SM_Basic Encounter. This encounter is selected from within the Patient s chart and is an easy way for physicians to send a quick note to a patient. 1) Select Update 2) Select the Encounter Type 3) Select the Provider 4) Fill in a Summary 5) Click OK The form will open and pull in the patient s address in the To: field along with setting a default subject line. Page 18 of 56 P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM

19 6) You can attach a copy of the CCD by selecting the checkbox in the lower left corner. Since we are using an encounter, quick text can be used in the Message field. 7) After typing your message, click the Close button. 8) Ending and signing the update sends the message to the patient. What is a CCD and How Can I View or Send It? The CCD or Continuity of Care Document, is a special version of a chart summary that can be sent to the patient or to clinicians outside the MSU HealthTeam. The CCD displays the patient s problems, medications, and allergies (as they appear in the patient s CPS chart). In addition, it can include any immunizations, vital signs, and lab results from the patient s chart. P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM Page 19 of 56

20 You can review the CCD prior to sending it by clicking on the View link. If you want to send it to the patient or other physician, then checking the box to Attach as CCD will include information similar to the following figure. The CCD will not contain any current ROS or HPI information. You select the checkbox next to any document that is listed on the CPS Chart tab to attach it to the message. All documents are available to be sent to the patient whether they are signed or unsigned. Save a Copy of a Message to the Chart You can change the settings for individual messages to meet the needs of different clinic workflows. If you want to send a copy of your message to the patient s chart, 1) Click the checkbox CC to chart 2) Click the word Provider to set the parameters for the copy being sent to the chart. The Provider should be the name of the user who will be creating the document. Clinic workflows may vary regarding whether this will be a user, triage desktop, or physician who is answering their own messages. 3) The document could be either sent directly to the patient chart already signed (when no further action is needed) OR unsigned and directed to a Triage or shared user s desktop when further action is required. 4) Enter a Summary. This message will become a document in the patient s chart, so if you would like the summary to say something different than the message subject line you have the opportunity to change it here. Page 20 of 56 P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM

21 5) Click the Done button and you will be returned to the message. 6) When the message is ready to be sent, click the Send button in the upper left corner. How Do Patients Read Their Messages? Patients will open their browser program and navigate to the address on their PIN letter then login into the system to setup their account once they are setup and logged in, they click on the heading My Inbox to read responses to messages they sent to clinic (see following figure). There are also quick links available on the far right for the patient to change information in their MyHealth Portal Account settings. If patients want to save their messages or documents they can download copies onto their computer or Move them to another folder that they create. P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM Page 21 of 56

22 My Medical Record Patients can see a summary of their PHI when they log in and click on the tab MyMedicalRecord. The information they see online is similar to what is contained in the CCD. Unsigned diagnostic results are not available online. Patients can click the link on the left and the page containing the information they want to review opens on the right. Information is available for downloading or printing separately for each section of the chart. Page 22 of 56 P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM

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25 In addition to being able to get individuals list, patients have the ability to review then download or print their CCR/CCD from using the link for Complete Medical Record link. Messages From Patients Patients will click on the Send A Message tab to see and select the link for what type of message they want to send to a clinic. Patients will select one of the categories to send a message. The categories above will automatically be directed to the shared delegate mailbox for the clinic the patient has chosen to send a message to. We will go into more detail on how to respond to the different types of requests later in the training. P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM Page 25 of 56

26 Responding to Patient Messages Messages will go to a delegate message box unless it is a response. Responses could go to the physician or another user if the enterprise message settings had been changed. Delegates can be groups of staff that are assigned to share coverage of a delegate box or a physician who is covering for another physician while they are out-of-the clinic. Manage Delegates In order to answer messages from patients or to respond to messages on behalf of a delegate, you have to have first been given permission to act as a delegate. The process is similar to giving someone your keys to watch your house when you are on vacation. Staff will already be assigned delegate roles when they are added to the MyHealth Patient Portal system. If you wanted to select a user to act as your delegate, clicking on the Manage Delegates link on the menu on the left side of the screen starts the process and is covered in detail in a separate document. Login as Delegate To respond to messages from patients you will need to login to either your own box or as a delegate. 1) Click to on the button entitled, Delegate Log In to open the Delegate Log In window which contains the list of delegate boxes you have been given permission to use. 2) Click to select the name of the delegate login account you wish to use, in this example, nurse.fhc@hc.msu.edu. 3) Click the Login In As Delegate button. Page 26 of 56 P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM

27 Once you have logged in as a delegate you will see the name of the box you are logged into in the upper right corner in yellow as shown in the following figure. Delegates can move a message they are working on into their own delegate subfolder, as shown in the following figure. When you have completed your work as a delegate selecting the Log out link on the far left as shown in the following figure, logs you out of the delegate box returns to your own account. Your login name will show in blue in the upper right hand corner of the window. Which delegate box a message from a patient goes to, depends on which selection they made from the Send a Message screen. The more common messages that physicians may see are when the patient selects the Request a Medication Renewal or the Ask for Advice from my Provider links. P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM Page 27 of 56

28 Request a Medication Renewal The patient will go to the Send a Message screen and select the Request a Medication Renewal link. The screen will open as shown in the following figure and lists their current medications. Patients can select the medication they would like to have renewed and fill in the corresponding Pharmacy and Notification information. Page 28 of 56 P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM

29 When responding to the message clinics will create an Append then choose a Full Update. Clinics may have different workflows for which form is chosen as a Full Update when completing a medication refill (Phone Note, Rx Refill, or other). Class time will include discussion, demonstration, and practice of this process. Override Defaults for a Single Message When your account is created some message settings are already in your account as a, default. You P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM Page 29 of 56

30 can change settings for individual messages you are going to send to a patient. You may want to uncheck the option for a patient to be able to Forward, Reply, Reply all, or Attach items to a message when you want the patient to call the office instead of replying by . 1) Click on the Settings menu at the top of the message. 2) The Security tab will open first. 3) Uncheck all of the boxes under the Allow Recipients To: heading. 4) Click the OK button at the bottom. Staff Default Settings For example, if it is your clinic protocol to have patients call the office and schedule an appointment when they are on the 3 rd refill of a medication. The Forward, Reply, Reply all, and Attach checkboxes would all be unchecked so the patient is unable to reply to the message and the message will ask the patient to call the office. Page 30 of 56 P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM

31 Ask for Advice The following diagram shows the workflow for responding to messages that ask for advice. P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM Page 31 of 56

32 After logging in patient will select Ask for Advice from my Provider from the Send a Message menu, as shown in the previous figure and will see the screen shown in the following figure. Patients will have to select 1 of 4 subject areas and cannot free text. The message field is limited to 200 characters. When responding to the message clinics will create an Append then choose a Full Update. Class time will include discussion, demonstration, and practice of this process during the Staff session. Page 32 of 56 P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM

33 Review and Quiz END OF LESSON FOR PROVIDERS Request A Referral P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM Page 33 of 56

34 After logging in patient will select Request a Referral from the Send a Message menu, as shown in the previous figure and will see the screen shown in the following figure. Page 34 of 56 P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM

35 When responding to the message clinics will create an Append then choose a Full Update. Class time will include discussion, demonstration, and practice of this process P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM Page 35 of 56

36 Request Test Results (Radiology or Laboratory) Page 36 of 56 P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM

37 After logging in patient will select Request Test Results from the Send a Message menu, as shown in the previous figure and will see the screen shown in the following figure. Patients will select either Request Lab Results or Request Radiology Results and note any specific information about date etc. in the Message field. When responding to the message clinics will create an Append then respond using that document or choose a Full Update. Class time will include discussion, demonstration, and practice of this process during the Staff session. P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM Page 37 of 56

38 Request An Appointment Page 38 of 56 P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM

39 After logging in patient will select Request an Appointment from the Send a Message menu, as shown in the previous figure and will see the screen shown in the following figure. P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM Page 39 of 56

40 Patients will be able to choose 2 possible appointment dates and approximate time frames for their appointment request. Class time will include discussion, demonstration, and practice of this process during the Staff session. Page 40 of 56 P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM

41 Cancel An Appointment P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM Page 41 of 56

42 After logging in patient will select Cancel an Appointment from the Send a Message menu, as shown in the previous figure and will see the screen shown in the following figure. Patients will note whether or not they want to reschedule their appointment and how they would like to be contacted. Class time will include discussion, demonstration, and practice of this process Page 42 of 56 P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM

43 Update Personal Information P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM Page 43 of 56

44 After logging in patient will select Update my Personal Information from the Send a Message menu, as shown in the previous figure and will see the screen shown in the following figure. Patient will correct the information that needs to be changed and send their message. The information is highlighted in red in the message for easy identification of what has changed for staff. The staff will use the message to update Centricity Business. Class time will include discussion, demonstration, and practice of this process in the Staff session. Page 44 of 56 P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM

45 Make a Change to my Portal Account P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM Page 45 of 56

46 After logging in patient will select Make a Change to my Portal Account from the Send a Message menu, as shown in the previous figure and will see the screen shown in the following figure. Patient is able to self-help and change the information here directly in the system. The My family tab is where parents would add the accounts for their children that they have PIN s for as shown in the following figure. Page 46 of 56 P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM

47 Help and Search Functions The How To page includes reference information, Frequently Asked Questions (FAQ), and Technical Support information about registering for a patient portal account. For questions following training please CPStraining@hc.msu.edu. For technical issues please contact the HIT HelpDesk at P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM Page 47 of 56

48 Glossary of Terms CCD-The CCD, or Continuity of Care Document, is a special version of a chart summary that can, depending on the CPS that is being used, be accepted by clinicians outside MSU and integrated into the patient s chart. It displays the patient s problems, medications and allergies (as they appear in the patient s CPS chart). In addition, it can include any immunizations, vital signs and lab results from the flowsheets in the patient s chart. Refinement of the CCD Document is ongoing. On the Portal: Patients can see their CCD on the MyHealth Chart tab. From here they can print it, save it as a document to share with another provider, etc. Central Portal-The MyHealth Patient Portal will now allow patients to generate an account, verify their identity once and send messages to any clinics that are live on the Portal. Each clinic has a Clinic Practice Page with information for their patients about services provided. Demographic updates: Patients can choose to update their demographic information with an eform anytime on the new MyHealth, but they will be asked to review their information during registration. This message will come to the clinic Receptionist shared inbox. You can open the message and see any changes that they made by looking for the red notations in the message. Per current protocols staff will update the registration information in Centricity Business (not the CPS) or contact patient if inconsistencies are noted. Changes to insurance information should not be made in Centricity Business until the patient comes in with their insurance card. Family Management: This feature on the Portal allows a family member (parents, spouses, adult children of elderly parents) to establish a Portal account and send messages for their family member(s). This is true even if the person managing the account is not a patient at an MSU clinic. On the Portal: The family member will use the PIN number that you give them for the patient to add a family member in their account. After that, the Portal will ask them to choose who they are sending the message about when they open an eform. That message will come in as usual but with a note that it was sent on behalf of the patient. MOC: This stands for method of contact. During the registration process, patients will be asked to indicate how they would like to be contacted with non-urgent information. This will come into their chart as a signed document. The METH CONTACT observation will show up on their flowsheet. Other Adult Letter: There is a 3 rd version of the letter for adults who are managing accounts for adults. It explains how to register for an account and add the patient. Staff will need to look for appropriate documentation (Release of PHI or Healthcare Power of Attorney) or obtain consent from patients before issuing a PIN in this scenario. Parent Letter: There is a special letter for parents that tells them how to register for an account and add their children. It also explains that the Portal will automatically unlink their child s chart from that account at the age of 12. PHI: Protected Health Information (medical record). PIN: An automatically generated, random number issued by the system for use in registering for an account. MSU uses a PIN number that is randomly generated to verify patients identity on the Portal. Page 48 of 56 P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM

49 Frequently Asked Questions (FAQ) for HealthTeam Users Is Private Health Information (PHI) actually included in messages sent to patients? No, what is included in the is a message with a link that will take the patient back to the portal so they can login and retrieve their message. Do I have to give a PIN code to every patient? No, as physician and healthcare providers you can make the determination if a patient is not appropriate candidate for inclusion in Secure Messaging. When does the PIN expire? The PIN code will expire in 30-days. If the patient does not activate their account during that time period they will have to return to the office and get another PIN. Do I have to sign the PIN Generator Encounter form? Yes, whoever creates the document needs to sign the encounter or the patient will be unable to register once they take their instruction letter home. Can patients get PIN codes for other members of their family? Yes, parents can get PIN codes for their children and use the Family Management feature. Patients will also be able to get PIN codes for their spouse to access their Private Health Information (PHI) when the feature is activated. Can a PIN code be issued to a caretaker or other authorized adult? Yes, PIN codes can also be issued to foster parents, caretakers, or guardians once the clinic has designated a workflow for authorizing the individual who is requesting access. What is the age-range for allowed to issue a PIN to give access to children s records in the system? Children s PHI is accessible between the ages of 0-11 years of age. Once a child reaches the age of 12 all access is disconnected. (Exception: if the child is legally an emancipated minor ). How can I tell if a patient has an account in the Patient Portal? The patient has an account in the Patient Portal if there is an address listed in their patient banner in the CPS. Why would I want to hide my address from the patient? We want to encourage the patient to use the Secure Messaging system for their PHI because it is encrypted and secure. We also want to discourage them from sending directly to your HealthTeam account instead of to their chart where the message might not be read for more than 2 days. When do messages expire? P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM Page 49 of 56

50 The system is set with the default of 90-days until expiration, the link in the message will breaks and the patient will be unable to use it. When do I get a notice that the patient has not picked up their message? The system is set to automatically issue you a notice in 15-days if the patient has not picked up their message. How can I see who has access to a delegate box? Log into the delegate mailbox and click on the menu option for delegate folders. The list that appears will include all users who currently have delegate privileges to the mailbox. Can a patient renew multiple medications with one message or do they have to make the request one medication at-a-time? Yes, the patient can select multiple medications when requesting a renewal. (The active medications will show as checkboxes) What is the deadline for responding to patient messages? The HealthTeam policy is that a patient will get an acknowledgment of receipt of their message in 2-business days. The clinic protocol will apply after that time period. Can the patient get an electronic copy of a summary of their chart? Yes, the patient can request that an electronic copy of their CCD be sent to them as an attachment to a message. Can the patient get a copy of the Clinical Visit Summary (CVS) for their visit today? No, a CVS prints when the Patient Instructions-CCC form is printed from the CPS. Currently the system is unable to print the CVS as a separate electronic document that can be sent in a message to the patient. Can the patient get an electronic copy of their entire chart through secure messaging? No, the patient will have to go to Medical Records to obtain a complete copy of their chart. How do I set the default message settings for a delegate account? If you need to change the default message settings for a delegate account you need to send a request to CPStraining@hc.msu.edu and we will make the changes to the account for you. Can I save a draft of a message if I need to stop and finish it later? Yes, the system will automatically start a draft of a message in the Drafts folder when you click on Reply and begin working on a message. If you navigate away without sending it a copy is kept in the folder until you either send it or delete it. Can anyone create subfolders for themselves or a delegate box? Page 50 of 56 P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM

51 Yes, you can create folders by selecting Manage Folders then Add Folders in the window. Once a folder has been created, messages can be moved to it. Can I change the settings for a delegate mailbox? No, settings for the delegate mailboxes need to be changed by sending a message to CPStraining@hc.msu.edu or submitting a service request. Do I have to keep messages once the work is completed? Each clinic will decide according to their established workflow whether or not they want to keep the original messages in a folder, whether they are copied to the chart, if they are kept, and for how long. How do I forward a message we received in error to the appropriate clinic? With the message selected choose Forward then you will be able to choose a user or delegate to forward the message to. How do I change a patient s address? Patient s change their own address by choosing the option to Make a Change to my Portal Account. Once they change their address in the Patient Portal it will automatically be updated in the CPS on the patient banner. How do I change a patient s user ID? Patients change their own User ID or Password by choosing the option to Make a Change to my Portal Account. Can I change a patient s password? No, Patient s must change their own password by going to the Patient Portal and clicking on the link, I forgot my password. This link will assist them in changing their password once they enter their address. What do I do if I need to revoke a user s participation in Secure Messaging? If you need to revoke a patient s privilege to use the system please send an to CPStraining@hc.msu.edu and the patient s account will be inactivated. P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM Page 51 of 56

52 Frequently Asked Questions (FAQ) by Patients What is the Patient Portal? The Patient Portal is a website where you to login in and participate with your MSU HealthTeam clinic physicians and staff in providing healthcare to you. What information can I see in the Patient Portal? You can view your demographic, insurance, pharmacy, health conditions, medications, allergies, directives, What will the Patient Portal allow me to do? The Patient Portal will allow you to see the information in your record, request an appointment, cancel an appointment, request a medication renewal, request test results, request a referral, update your personal information, and request advice from your provider. When does my PIN code expire? You will have 30-days to activate your account before the PIN code will expire. If you do not activate it before expiration you will need to return to the office to get another PIN. How do I enroll my family members or children in the Patient Portal? In order to enroll family members in the Patient Portal you will first need to get a PIN for each member. You will use the PIN and select the menu Send A Message, next click on the link, Make a Change to my Portal Account. You will see a tab for My Family you can add their names in this window. Who can have access to my chart information in the Patient Portal? Only individuals you have given permission to and that have signed a consent form will be allowed access to your Protected Health Information (PHI) and then be allowed to get a PIN. How do I give access to people who have permission to see my chart information in the Patient Portal? Once the feature is turned on you will be able to accompany your designee to clinic and be issued a PIN for access to your PHI. What is the age-range for allowed access to children s records in the system? Children s PHI is accessible between the ages of 0-11 years of age. Once a child reaches the age of 12 all access is disconnected. (Exception: if the child is legally an emancipated minor ). Is my Private Health Information (PHI) included in messages to me? Page 52 of 56 P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM

53 No, what is included in the is a message with a link that you will click to take you to the Patient Portal website so you can login and retrieve your messages or review your information. May I use the Patient Portal for urgent issues? The system should not be used for urgent or emergency situations. When can I expect a response to my message? You can expect an acknowledgment of receipt of your message within 2-business days. The time after that will depend on what you are asking for. May I get an electronic copy of a summary of my chart? Yes, you may request a summary of your chart by selecting the menu Send A Message, then choosing the link, Ask for Advice from my Provider then entering your request in the description field. May I get an electronic copy of my entire chart through secure messaging? No, requests for a copy of your entire chart need to be made through Medical Records. Can I renew multiple medications with one message or do they have to make the request one at-a-time? Yes, you can request a renewal of multiple medications using the Patient Portal. Can I save a draft of a message if I need to stop and finish it later? Yes, the system will automatically start a draft of a message in the Drafts folder and save it there when you click on Reply and begin working on a message. If you navigate away without sending it a copy is kept in the folder until you either send it or delete it. How do I change my address, User ID, Name, or Password? Once you have successfully logged into the portal, you change your address by logging into the Patient Portal and selecting the menu Send A Message, then choosing the link, Make a Change to my Portal Account. You will be able change your Name, User ID, address, Password, and Hint Questions in this area. P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM Page 53 of 56

54 SAMPLE LETTERS: Adult Patient Dear Patient, We are pleased to introduce secure online services through our Patient Portal. These services will help us correspond in a secure electronic environment, keep your information up-to-date, and are available 24/7 from the comfort of home. Once you sign-up, you will be able to: Request or Cancel an Appointment Complete and Electronically Sign Pre-Appointment Forms Access and Update Your Medical Record Request Medication Renewals Request a Referral Send a Message to Your Doctor regarding Non-urgent clinical questions Please be aware of the following: The PIN in this letter must be used within 30 days from the date of this letter or it will expire. To request a new PIN if yours has expired, please visit us in person. We do not provide this information over the phone to ensure your privacy and the security of your medical records. To connect with us online, follow these simple steps: 1. Visit our Patient Portal at 2. At the right side of the screen, click on the Register Now link. 3. Review the steps outlined on the screen then click the Register Today link. 4. Review the Terms of Service then click the button to indicate you accept. 5. Complete the information on the New Account form then click the Save button. 6. On the Patient Verification form, click the button to indicate you "have an appointment or have been seen here by a physician before" then click the Next button. 7. Complete the Personal Identification Information. Be sure you enter your name exactly as we have it in our system. PIN: {OBSANY("PATPORTALPIN")} This PIN is for: {PATIENT.FIRSTNAME} {PATIENT.LASTNAME} 8. At the bottom of the page, click the Verify button. 9. Use the bold links to Tell us How you Want to be Contacted and review or update Your Personal Information. Congratulations, you are now ready to begin communicating with us electronically. The links in the light green band beneath our logo will direct you to the operable areas of the site. Please feel free to contact us if you have any questions at {USER.PHONE}. We look forward to connecting with you online. Sincerely, {USER.CURLOCATIONNAME} Page 54 of 56 P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM

55 Parental {DATESTAMP()} As an identified legal guardian, you are electing to initiate electronic access to your child s medical record and be able to communicate with our clinic using secure . Below are the instructions for creating a parental portal account and linking to your child's medical record. Please be aware of the following: This PIN must be used within 30 days of this letter or it will expire. If you have more than one child you will need a PIN letter for each child. Due to a combination of the State of Michigan regulations and the technological limits of our system, electronic access to your child s medical record is available until your child reaches the age of 12. At that time the patient portal link to your child s medical record will automatically be broken. Though viewing the medical information electronically will be unavailable, we invite you to continue communicating with us regarding your child s care. If you have elected to have more than one parent have access, each through their own unique patient portal account, the FIRST person to link to the patient account will become the default address in our system. While all accounts will be able to communicate with us, our initiated s will go to the default address. Please take care to register your accounts so that the account you would like to be primary is the first linked to your child's record. If you have never visited the portal or received a secure message from us, you will first need to register for your own parental portal account. Then you may add a family member and use the PIN provided to link to your child's record. To Register a New Account: 1. Visit our Patient Portal at 2. At the right side of the screen, click on the Register Now link. 3. Review the steps outlined on the screen then click the Register Today link. 4. Review the Terms of Service then click the button to indicate you accept. 5. Complete the information on the New Account form then click the Save button. 6. On the Patient Verification form, click the button to indicate you are establishing an account for a child then click the Next button. 7. At the top of the page, click on My Inbox To Add a Family Member to your established account: 1. To the right of your Inbox, locate the Update MyHealth Portal Account menu and select Add a family member. 2. On the Update account information form, click the My family tab 3. Click the Add family member link. 4. Indicate the relationship of the patient to you and click the Next button. 5. Enter the patient information and PIN (see below), then click the Next button. PIN: {OBSANY("PATPORTALPIN")} This PIN is for: {PATIENT.FIRSTNAME} You will receive a message that you have successfully added your family member. You now have access to your child s medical record and are able to communicate with us in the Patient Portal. Contact us if you have any questions at {USER.PHONE}. We look forward to connecting with you online. Sincerely, {USER.CURLOCATIONNAME} P:\EMR Training\Secure Messaging\CPS Training_LESSON_13_Secure_Messaging.docx Revised: 7/28/2014 2:51 PM Page 55 of 56