Patient View

Custom Middleware Application Reads and Writes Data to EMR Systems

In recent years, electronic record keeping has become common practice among physicians and hospitals. In fact, according to the Department of Health and Human Services, nearly 80 percent of office-based physicians and 60 percent of hospitals leverage an electronic medical record (EMR) or electronic health record (EHR) solution to manage patient documents and treatment records.

Timeline
7 months
May 2012 – November 2012

Avtex Services
Customer Journey Mapping
Microsoft Technology Assessment
Dynamics Upgrade
Custom Healthcare Application
Hosting Management
24/7 Support

Key Benefits
– Consolidated billing across all applications for delivering Customer Experience

– Trusted partner for long term success and service management

– Support across all business platforms beyond specific applications

– Delivering omni-channel engagements to personalize patient experiences

While the shift to digital record keeping offers many benefits, including standardized data and persistent storage of protected health information, today’s EMR and EHR platforms are not without their challenges. Managed properly, however, digital records management platforms are an invaluable tool for medical providers.

Customer experience is the next competitive battleground. It’s where business is going to be won or lost.

Tom Knighton

The Challenge

The Ongoing Challenges of EMR and EHR Use

Despite their pervasive use within the medical industry, many providers and patients lament the ongoing challenges of employing EMR and EHR systems, including:

  • Poor documentation: The medical records housed within EMR and HER systems are only useful if they contain quality and reliable information. Unfortunately, due to the dependency upon manual entry of information and the inherent technological learning curve associated with EMR and EHR systems, many records are substandard, especially when entered by a third party uninvolved with the treatment process.
  • Varying functionality: No two software solutions are created exactly the same. EMR and EHR solutions are no exception. The varying levels of functionality, data sets and user experiences makes it difficult to transition between platforms and transfer data between records solutions and the other solutions used by the provider.
  • Clumsy interfaces: Many digital record management systems offer challenging user interfaces, making it difficult for medical providers to input data and patients to access or interpret that information. The more challenging the interface, the less likely it is that records will be kept or that records created will be of quality.
  • Limited access: EMR and EHR organizations are traditionally difficult to do business with, due much in part to the need for privacy and regulatory compliance. This limits access to standardized portals or firewalled networks, meaning that records can only be read or written in specific settings, by specific individuals. Such limits can place a strain on a hospital or physician’s office, and impact the access a patient has to his or her vital records.

Results at a Glance

Medical providers looking to improve patient experience and integration with digital records systems stand to benefit greatly from the customization opportunities offered by Patient View.

Key Partner Technologies

The Solution

Bridging the Gap with Patient View TM

Avtex has partnered with Sansoro Health to create Patient View, a customized middleware application that connects healthcare providers with EMR and EHR solutions.

Patient View leverages a rapid, scalable, and secure approach to provide a comprehensive, bi-directional, proven set of EMR-agnostic APIs. Patient View normalizes data structures and leverages vendor-supported modules to unlock seamless data exchange between EMR and EHR platforms and mission-critical applications.

Patient View supports software integration through modern REST APIs and provides a robust set of GET and POST services that read and write data in the native EMR data repository. Patient View provides standardized EMR integration through universal APIs and a unified data model. To connect to any supported underlying EMR, a third-party developer need only code once to Patient View APIs. Patient View handles connectivity and data structure normalization across the major EMR platforms and provides advanced security and auditing features.

In short, Patient View sources data, real-time, from EMR data repositories, allowing third party vendors and medical providers to create customized applications that better connect patients and providers with the records vital to the quality of medical care.

The Results

In conjunction with legacy systems already in use in many medical practices, Patient View can be employed to implement and maintain a number of vital technologies and applications, including:

  • Patient Portals: Patient View supports the creation of custom access portals, with EMR integration, empowering providers and patients before, during and after the treatment process. Integration of digital records and access portals creates a more robust and functional experience for patients and providers alike.
  • Intelligent Patient Routing: Patient View facilitates the exchange of information between EMR, EHR and contact center platforms to facilitate intelligent routing of customer interactions. Patient View allows for the creation of applications that automatically recognize a caller’s phone number, accesses their EMR information and routes the interaction to a live representative or automated system. This allows callers to obtain insight into upcoming appointments, access information or schedule care in the manner with which they are most comfortable.
  • Automated Appointment: Patient View makes it possible to create robust automated appointment scheduling systems. By connecting patients with applicable medical records, Patient View empowers users to create new appointments or reschedule existing appointments, all without the need for live support.
  • Wellness Management: Patient View supports a deeper level of wellness management by granting patient’s direct access to key test results, records and treatment information. Patient View allows individuals to take control of their wellness and maintain constant awareness of their past, current and future care.
  • Referral Management: Patient View streamlines the process of medical referrals by offering medical providers more efficient and detailed access to digital patient records. Referrals that once involved multiple points of contact and physical documents, can be executed with fewer steps, in a more secure manner, with Patient View.

Patient View offers the flexibility and functionality needed to streamline the process of reading and writing to EMR and EHR systems, allowing medical providers to leverage digital records management solutions to their fullest.

Medical providers looking to improve patient experience and integration with digital records systems stand to benefit greatly from the customization opportunities offered by Patient View.

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