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QUESTIONS: We are exploring the possibility of integrating a customer portal in our client case management and billing system that would be similar to those used by hospitals. Some possible features could include the ability of various customers to access their information, verify appointment times, receive appointment text reminders, send referrals and in cases where applicable pay invoices. Do any other member agencies have such a portal? If so, has it been effective and useful to customers? We do not use a portal system as outlined below. We utilize Therap for electronic documentation and when needed we can give outside entities (case managers, ISDH surveyors, families/guardians, etc.) for access to the information versus having a portal. As an outpatient clinic, our organization is required to have a patient portal that allows clients to access forms, including HIPAA, as well as access to client account information and even to pay a bill. Ours does not include scheduling. The reality is that pretty much nobody uses our patient portal. It may be that nobody using it is unique to Milestones because our clients have caregivers who help them, and they usually schedule in person and pay by mail or in person. For us, changes to a client's record in our Electronic Health Record (EHR) still need to be made manually. In other words, the portal gives clients the opportunity to update their information, but our receptionist takes that info and enters it because the EHR is not flexible in this way. Since very few use the portal, changes made to someone's profile usually occur on the spot in-person during an office visit. Unfortunately, INARF did not receive any other responses for this question. If you have additional information to contribute to this post, please email Heather Newman at heather@inarf.org. This information is a compilation of suggestions, ideas, and opinions shared by INARF Members in response to the featured question. This information should not be considered official interpretation or guidance of State or Federal Policy. Additionally, statements within this document do not necessarily reflect an official position or opinion of INARF.
QUESTIONS: We are exploring the possibility of integrating a customer portal in our client case management and billing system that would be similar to those used by hospitals. Some possible features could include the ability of various customers to access their information, verify appointment times, receive appointment text reminders, send referrals and in cases where applicable pay invoices. Do any other member agencies have such a portal? If so, has it been effective and useful to customers?