Hospital

Mobile Forms

Toolkit

Business Case & Guide to Adding Mobile Forms Options

Your walk-through guide for implementing EHR-integrated patient forms on mobile devices.

Before You Begin | How to Use This Guide

Necessitated by essential safety protocols, patient care preferences have compelled hospital leaders and administrators to entirely reevaluate their approach to healthcare interactions. This has led to an increased emphasis on mobile-driven solutions like digital front door initiatives, telehealth, home monitoring, virtual waiting rooms, and virtual visits, among others. At Access, our goal is to assist by offering valuable insights that can steer healthcare tactics and endeavors in this novel landscape.

How to read this guide

1. Comprehensive Analysis | Utilizing a hospital-centric perspective, this comprehensive guide offers a detailed examination of implementing mobile patient form solutions tailored for your healthcare facility. Drawing on research by leading experts and proponents, we address critical inquiries such as, “Should paper form options be retained?” and, “What steps are required to offer mobile forms to patients?””

2. Resource Guidance | We will offer research-based, best practice guidance derived from 20 years of experience utilizing the finest form practices and resources at our disposal. Our comprehensive approach will address an assortment of questions, such as “How do I advocate for a mobile patient eSignature project?” and “What is required to develop a business case for incorporating mobile eSignature?” We will present a well-structured business case for offering patient form options and the optimal circumstances for their provision. You will gain insights into determining whether paper, an in-house tablet, or a mobile form is most suitable for a patient. Additionally, you will uncover the tangible ROI of delivering the best possible patient experience while simultaneously alleviating your staff’s workload through electronic form automation.

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Hospitals Mobile eForms Toolkit Business Case and Guide

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Part – 10 Helpful Resource List

Introduction to Providing Mobile Forms Options for Patients

Hospitals are beginning to realize the value of using mobile eForms as an efficient and effective way to handle patient intake, medical surveys, payment forms, and more. When it comes to patient intake processes, consumers patients prefer options because patients have different preferences. Hospitals need to include a variety of ways to accept patient forms and documentation such as paper forms options, signature options on iPads or tablets within the hospital, however, to be successful in the future, hospitals must include Mobile eForms.

When considering mobile eSignature options at your hospital, it is vital to understand the many benefits of implementing mobile eForms, the potential challenges you’ll face, and exactly how to move forward with your mobile eSignature project and business case. You’ll also want to decide if a baked-in solution from your EHR is suitable, or if you need the flexibility and specialized experience provided by a third-party vendor.

Patient Consumers Expect a Seamless Easy Process Now Because They Experience It Everywhere

Now hospitals are realizing that they can harness better care though the use of smartphone technology

By integrating mobile eConsent options into existing processes, hospitals are able to quickly gather information from patients without wasting time or resources and to accommodate every patient’s needs. Furthermore, with mobile eSignatures, patients can securely sign documents electronically from their device at any time and place— no longer requiring face-to-face interaction or extra paperwork. This not only helps reduce wait times but also frees staff from manual patient entry processes and provides an added layer of security for compliance, since all signatures are tracked digitally with timestamps, ensuring the authenticity of each traceable document.

Overall Benefits of Adding Mobile eForms in Hospitals

1. Streamlined data management

From medical surveys to patient-doctor communication to payment processing, mobile eForms allow hospitals to streamline and automate data management processes. This eliminates the extra time it takes to manually process paperwork, which is especially beneficial during peak hours or high-volume periods like flu season.

2. Improved patient experience

By providing patients with an easy-to-use mobile form, hospitals provide their customers with a better user experience. Patients have the ability to fill out forms quickly and submit them securely on their phones, eliminating the need for paper forms or waiting in line at a reception desk.

3. Reduced costs and increased efficiency

By eliminating paper processes with electronic consent automation, hospitals eliminate hard costs associated with paper and the wasted time spent scanning forms into their EMR. Patients’ waiting time is often cut in half. When applying mobile eSignature, hospitals additionally eliminate the upkeep of signature devices because patients primarily use their mobile devices to pre-register.

Can you simply implement Mobile forms at your hospital? 

In short, no. 

In this eBook, we’ll look at the key benefits of implementing mobile eForms in hospitals, discuss potential pitfalls, and provide an overall guide on how to create a successful business case for your hospital’s mobile eSignature project. You will learn why it is also important to still provide back-up options, including paper forms and on-premise iPads or signature pads for capturing electronic consent. We’ll also provide advice on best practices when it comes to integrating mobile forms into existing processes and building effective workflows. With this guide, you will have everything you need to make an informed decision about implementing mobile eSignatures. Let’s get started.

Future Data & Trends for Mobile eSignature

85% of Americans own and use a smartphone, a clear indication of how much technology has become a part of everyday life. Using this technology to its full potential will be critical for hospitals in the long run.

Hospitals equipped with technology to reach patients in a variety of ways, including mobile devices and home computers, can access more patients, work with more providers, and even reach more staff. It is essential for hospitals to keep up with these technological advances in healthcare, especially when it comes to mobile eForms and other ways to extend reach to patients outside of the normal geographic bounds.

Mobile Device Data Trends Changing Patient Intake Expectations

85%

97 percent of Americans now own a cellphone, and 85 percent own a smartphone, which is up 35 percent since 2011.

– Pew Research Center

90%

9 out of 10 health systems overall are positioning themselves with a mobile, digital approach within the next 5 years.

– HIMSS Report

79%

Nearly 80 percent of smartphone users have made a purchase on their smartphone, in the last 6 months.

– Outerbox eCommerce Stats

1%

Error rates for paper consents versus electronic “eConsents” decreased from 32 percent to 1 percent from implementing electronic processes.

– JAMA Research

Download our Digital, Mobile Pre-Registration Business Case Below

Hospital-improve-patient-satisfaction-esignature

Shifting Patient Preferences Reveal the Benefits of Implementing Mobile eForms in Hospitals

Hospitals have started to realize the value of using mobile eForms as an efficient and effective way to handle patient intake, medical surveys, payment forms, and more. When it comes to patient intake processes, patients want options that cater to their personal preferences. Hospitals should offer a variety of ways to accept patient forms and documentation, including paper forms, but to be successful in the long run, offering mobile eForms is a must.

“The biggest milestone in the history of medicine is the patient empowerment movement. Patients, who have been the most underused resource of healthcare, can now act proactively and become a member of their own medical team. Any technology that supports that transition significantly improves the ways patients can access care.”

– Dr. Bertalan Meskó, Ph.D., Director of The Medical Futurist Institute

Patients can now use their mobile devices to manage their healthcare from anywhere

Patients already use their phones for everyday tasks, and they expect hospital visits to be no different because mobile technology is so embedded in their everyday lives. Mobile eForms have quickly become the preferred method for patients because it allows them to fill out forms electronically before their visit and submit forms securely via any mobile device, eliminating the need for paper forms and providing quick response times when submitting information. The convenience and speed of mobile eForms is beneficial to both patient and hospital; for the patient, it allows for a focused and efficient experience when the patient arrives, and for the hospital, it eliminates staffing challenges by abolishing manual processes for HIM departments and registrars.

Reducing extra paperwork in the hospital and long wait times

By integrating mobile eConsent options into existing processes, hospitals can quickly gather information from patients without wasting time or resources. Furthermore, with mobile eSignature technology, patients can securely sign documents electronically from their device at any time and place—no longer requiring face-to-face interaction or extra paperwork. This not only helps reduce wait times, but also liberates staff from manual patient entry processes and provides an added layer of security for compliance, since all signatures are tracked digitally with timestamps, ensuring the authenticity of each traceable document.

Clear Benefits of Mobile eForms in Hospitals

Increased efficiency:

Mobile eForms provide hospitals with the ability to collect accurate patient information in real-time.

Reduced costs:

Utilizing mobile eForms reduces the overhead costs associated with printing, distribution, storage, and retrieval of paper forms.

Streamlined data entry and management:

From medical surveys to patient-doctor communication to billing, mobile eForms allow hospitals to streamline and automate data management processes. This eliminates the added time it takes to manually process paperwork, which can be especially beneficial during high-volume periods, like flu season.

Improved patient experience:

With mobile eForms, patients complete and submit forms securely on their phones, eliminating the need for paper forms or waiting in line at reception desks. Patients can fill out forms electronically on their own device and submit them quickly.

Another benefit of using digital forms is that they can be updated easily and quickly. This allows your compliance team and risk managers to easily keep up with any changes in HIPAA regulations or other laws without having to go through a cumbersome manual process of updating multiple copies every time.

Additionally, digital forms can complete large parts of pre-registration, including integrations with payment and insurance verifications.

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Interoperability Challenges and the Old Ways of Healthcare eSignature

Big Business Practices from conglomerates Amazon and CVS are aiming to raise the bar for patient expectations

Change, particularly within the healthcare sector, has always been difficult, but it is no longer viable for hospitals to use paper-only forms processes. While patient safety concerns are a legitimate reason to be weary of introducing trending and short-tested demands for new tech, such as telehealth programs for hospitals, it is equally vital to stay relevant by adopting technology that patients can use day-to-day.

Disadvantages of using paper forms in healthcare:

Risk of data loss and delays in processing;
Unpleasant perception of germs on hospital forms, pens, and tablets;
Poor patient experiences filling out forms upon arrival and waiting;
Human error due to transcription, scanning, and data entry;
Illegibility leading to inaccurate information on patient forms;
Time-consuming manual rekeying of form content for providers;
Possibility of documents being misplaced or lost consents during the manual scanning process;
Increased paper storage costs;
Inability to instantly access critical information;
Manually updating HIPAA compliance and regulations for printed forms;
Security risks because paper forms are not encrypted; and
Unnecessary staff workload and paperwork filing costs.

Disadvantages of using in-house tablets, iPads & signature pads in hospitals:

Daily maintenance, including charging and disinfecting;
Security concerns and device theft;
Expense of buying additional devices for each location or service area;
HIPAA privacy compliance concerns from the patient perspective;
Software maintenance intervals involving IT;
Difficulty seeing what it being signed for informed consent;
Broken hardware; and
manual processes often requiring intervention.

Many hospitals are getting closer to their digital front door for patients by offering various ways to complete forms electronically in-house on hospital provided iPads or signature pads, like Topaz. This progressive approach eliminates much of the paper cost, inconvenient processes and risks associated with paper forms, however it brings additional disadvantages associated with electronic device maintenance and other duties.

Innovate or Die and Amazon has Innovated

Nearly all healthcare consumers and providers are using smartphones, and the time has come to apply these technologies in a way that enhances the patient experience by providing the best options possible now, before predatory practices, such as those from businesses like Amazon, CVS, and large conglomerate health systems, extend their reach to your patients.

“Innovate or die, and there’s no innovation if you operate out of fear of the new or untested.”

― Robert Iger

Why it is Necessary to Upgrade from Traditional Forms Processes

In today’s modern world, convenience is often the deciding factor for whether an individual chooses to purchase a product or service. For the patient consumer, this means they can go to a Minute Clinic down the street or schedule a telehealth appointment remotely through their insurance provider rather than go to a physical hospital. The nature of our new digital world means competitors have more targeted access to your customer base outside traditional geographic boundaries. For healthcare organizations to stay relevant and competitive, they must offer more options when it comes to patient intake and other forms processes, patient experiences, and how and which care offerings are presented.

Companies like Amazon, Google, CVS, and more are entering the healthcare space with vigor and an eye on seamless convenient care options to meet the masses. This is because they have access to big data, a verifiable consumer acquisition strategy, and the agility to pivot quickly in decision-making, a crux of the tangled web of healthcare change at large.

Amazon has made their billions on convenience, and now they are planning to exploit healthcare gaps in efficiency by applying direct-to-consumer approaches to deliver better experiences in healthcare care. Amazon recently invested just under $4 billion in the acquisition of patient-facing company One Medical, giving them access to roughly 815,000 consumers, extending their healthcare reach across 200 brick-and-mortar medical offices in 26 different markets. The healthcare industry is worth nearly $808 billion, and Amazon now has an investment stake representing 0.5% of it.

Businesses at fail to adapt no matter who they are will be at risk

Big business are now winning with convenience

Protect Yourself from Outside Competition with Patient Experience Enhancements

Paper forms processes are inconvenient and outdated because when a patient, who is also a consumer, is exposed to positive digital experiences outside the healthcare industry, eventually it becomes an expectation everywhere.

“That status quo where healthcare was all about the paternalistic relationship between the doctor and the patient, where the doctor was the center of the universe—not anymore,” Shegewi asserted. “Healthcare is being heavily impacted by technology. The doctor is still a very important central part of that universe, but so are patients. So are care-seeking consumers. All of them should be empowered by technology that facilitates that relationship and takes it to a different level.”

– Mutaz Shegewi, IDC Health Insights research director

Many factors are at play, including cutting through logistical challenges and managing varying opinions on what technology should be adopted. When the lives of patients are at stake, providers and key care decisionmakers SHOULD be wary; however, patient consumer demands and the undeniable advantages of mobile-first approaches are, above all things, driving this change.

Considering all the different patient types, from different ages and socio-economic and education levels, it may seem unfathomable that within five years the third-largest industry in America will have transitioned to provide mobile eForms options, but you don’t need to look far to see successful examples of similar industry changes.

Real World Business Case for Interoperability Change

Providing OPTIONS

Resistance to change, particularly in healthcare, stems from doubt that certain changes will meet the needs of the masses, however this concern is misaligned. Not all consumers are created the same, and not every patient is comfortable with technology. Therefore, hospitals need to carry the stance of providing multiple form options for patients, rather than requiring patients to conform to a specific standard. By providing mobile eSignature as the preferred method for forms, hospitals can manage much of the intake process through automation, upfront and in many cases before they arrive.

However, having a signature pad or iPad eSignature set up within the hospital is another good option for when a patient’s smart phone is not accessible. And believe it or not, some patients prefer paper, so having this option is also good.

Providing options is key to providing the expected patient experience

Key Decisions by Key Decisionmakers Drives Positive Change for the Masses

A great example of a technology push-and-change that benefited the masses happened in October 2015 was when key decisionmakers for credit card companies adopted a drastic change, bucking “the way it’s always been done” mentality, despite serious pushback. During that time, credit card decision makers decided to shift from the standard “swipe” credit card method for payments to include Europay, MasterCard® and Visa® (EMV).

EVM & NFC Payment options were mandated by better business practices without government intervention

EMV is the embedded electronic chip that was added to credit cards, allowing consumers more options at the register: tap, insert, or slide. It’s important to note that EMV was not mandated. Instead, credit card stakeholders set this standard once they realized the benefits of EMV in both reducing fraudulent charges and improving the consumer experience.

Patients and consumers are forced to evolve however we do change for the better eventually

Credit card companies provided options to patients that we not comfortable with change yet

For many, the adjustment to using a chip credit card was easy; for others, the learning curve was a bit steeper. The transition period was frustrating for some, as the technology rolled out to vendors little by little across America. Nevertheless, EVM chips were added as a more convenient option for those who preferred it, not as a requirement, and therein lies the benefit of providing options when transitioning to new technology. Consumers are not created equally, and situations occur where hospital personnel may need another option in the event of a technological failure or a specific consumer preference. The goal is to be prepared for a multitude of possibilities and preferences.

EVM reduced fraud by 76 percent despite public push back

The credit card companies, in recognizing a digital solution to an age-old problem, transformed how we do business. Every consumer in America can now make contactless payment at the gas station pump or the grocery store by tapping, sliding, or inserting. People can now choose the method they prefer based on their personal level of technological familiarity, while credit card companies curb security risks and create a more seamless payment process.

Let’s examine what healthcare can learn from this approach taken by key decision makers in the credit card industry.

Common Burdens Eliminated by Electronic Forms Processes

The use of paper forms in patient intake and medical surveys is an outdated process, yet many hospitals still scan paper forms into their systems, exposing them to the risk of data loss and processing delays. There is also the risk of human error in both data entry and transcription of paper forms.

This is an organized health information management file storage area

When hospitals shift towards entirely electronic processes using iPads, WACOM, and/or Topaz devices for capturing signatures, there are immediate improvements to business processes and efficiency in day-to-day operations, including the associated costs saved on manual labor from paper processing and printing.

Because patients are experiencing mobile simplicity with forms and apps outside healthcare they have grown to expect smartphone options everywhere

Because patients and hospitals have different preferences sometimes they need tablet options at the hospital

Because patients have different preferences sometimes they need paper options

Having patients rely on their own devices for intake and patient forms means you do not handel maintenance when hardware breaks or needs an update

When hospitals provide options for patients to complete forms on paper, on iPads or tablets at the hospital, or even on a mobile device ahead of care, they are providing both convenience and personalization. Managing patients in the best, most efficient way possible while also allowing them to choose forms processes that they are comfortable with has a drastic positive impact on a hospital’s perceived value.

A major benefit of mobile eSignature as an option is the speed in which a patient can complete forms. Combined with automated EHR based workflows, this allows registrars and clinicians to be hands-free and patient-focused, allowing for vastly better care experiences.

Another benefit of patients using personal devices to complete forms is that it reduces the costs and hassle associated with keeping in-hospital patient consent devices up to date.

Kiosks and other healthcare intake devices like in-hospital iPads often break down, need an upgrade, or get stolen. When hospitals used check-in kiosks, for example, the goal was a self-sufficient patient intake solution, but patients had difficulty using the kiosks and hospital staff had to monitor them and constantly help patients use them, eliminating any added efficiency.

Some 3rd party healthcare solutions require hardware and software updates which creates problems not solutions for patients and healthcare staff

What was intended to be a smooth intake experience became frustrating for staff and patients alike. Hospitals that rely more heavily on patient devices for intake and other electronic forms, such as informed eConsents, eliminate this frustration. Moving from in-house tech devices to consumers’ personal devices is the next natural step in the shift to a digital-first consumer care experience.

Airline Industry Example for Demand Change Over Time

Let’s look at the airline industry as an example. Years ago, airlines incorporated media as a way for passengers to pass the time during flights. It started with a common screen, usually placed on a wall up front in a centralized area. It was a great step in the right direction; however, it was not very lasting. Not all passengers wanted the same experience. While some passengers didn’t mind watching Rambo, most passengers wanted to choose movies that they liked. When airlines realized passengers did not like being forced to watch a common movie, they installed individual screens on the backs of seats. .

Remember when airlines decided to create a better experience for passengers by adding televisions

While the cost to outfit 200-850 passenger seats with screens was quite drastic, it was a fantastic next step, because passengers could choose what they wanted, and airlines could advertise an entertainment option. However, this connection with the patient ended as soon as the patient landed, and the cost to upkeep such devices was problematic. The solution? Airlines created ways for passengers to use their personal devices to watch in-flight movies, play games, check email, and more, eliminating the hard costs of maintaining tens of thousands of entertainment screens. The airlines capitalized on shifting consumer preferences and were able to capture their passengers’ attention (and wallets) through their mobile devices.

Look at some of the clear benefits within the forms processes for healthcare to provide additional resources for your business case:

Whether it be on Mobile or on a Signature pad at the hospital, by using digital forms, there are several challenges that the healthcare industry faces that are no longer an issue:

No more illegible handwriting resulting in errors or delays in data entry

No more illegible handwriting resulting in errors or delays in data entry

Elimination of the need to mail, fax or scan documents

Abolishment of redundant data entry and storage processes

Decrease in reporting errors from manual data entry

Reduction in paper waste and costs associated with filling out forms

Increased patient satisfaction and compliance

Clear Benefits of Implementing Mobile eForms in Hospitals:

Improved patient experience

Patients can fill out forms electronically on their own device and submit them quickly.

Increased efficiency

Mobile eForms provide hospitals with the ability to collect accurate patient information in real-time.

Reduced cost

Eliminating paper forms reduces overhead costs associated with printing, distribution, storage and retrieval of paper forms.

Streamlined data entry

Data collected from mobile.

Hospitals Proving Technology Integrations Result in Better Care

Some hospitals have taken major leaps forward in providing the consumer experience patients expect. Check out the case study snippets below to see how your hospital could benefit from a digital patient intake and electronic forms process.

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Hospitals Discuss Better Digital Healthcare Processes to Support Community Health & Strategic Growth

WATCH:

Hospitals Discuss Working with Experienced 3rd Party Vendors & Vendor Promises Versus Reality

WATCH:

How Community Hospitals Are Staying Competitive & Addressing Digital Intake

WATCH:

How Hospitals Are Using Forms Automation & Digital Processes to Eliminate Healthcare Compliance Risk

WATCH:

Delivering Healthcare ROI with eForms Automation & Processes for Better Patient Staff Experiences

Cost Savings of Adopting Digital Forms in the Long Run

The cost savings of going digital are not just limited to paper and printing costs. Digital forms also help reduce administrative expenses associated with manual data entry, filing, and storage.

Patient experience improvements, especially at registration, have the potential to drastically increase your HCAHPS scores, thus raising bottom-line from additional Medicare/Medicaid reimbursements.

Use our ROI Calculator below to give you an idea of the tangible cost savings, staffing benefits, and reduced time spent with manual processes. This will provide a clear picture of your minimum return within the first year of implementing a digital approach.

How Going Digital with Patient eForms Drastically Increases Workflow Efficiency

Digital forms provide the convenience of being able to access patient information and records instantly, eliminating the need for staff to manually search through paper files or wait for documents to be mailed, faxed, or scanned. Additionally, digital forms accelerate form completion times, ensuring that patient information is gathered quickly and accurately for your HIM and Compliance teams, all while providing the best experience possible for patients.

Michelle Wetzel of Ozarks Healthcare shares her experience:

“Removing the paper vastly improved the patient’s experience. Additionally, with no paper around, there was no opportunity for human error. Everything was always where it needed to be. This made the lives of everyone so much better. By using the Access eSignature solutions, we also noticed something else interesting. Because our staff was not having to focus as much on pushing paper, they could focus more on attending to the patient.”

Additionally, digital forms eliminate errors associated with manual data entry and legibility from handwritten content, ensuring that patient records are accurate and up to date. IT Director Justin Millar of Mt. Graham explains what life was like before and after their digital approach to patient forms:

“We had things that were out of order. We had signatures that were not being captured in the right timeline, and now Access eForms makes us do it in the right timeline, which is so much better for medical records. And yes, it was an adjustment for our team during the first week or two, but I think the first month we had over five thousand forms and signatures all captured seamlessly.”

Utilizing Intelligent Automation for Efficient Form Processing

Digital forms equipped with intelligent automation bring efficiency to form processing by ensuring that all requested information is entered accurately and quickly. This means using automated workflows to reduce paperwork errors, eliminate manual data entry, and ensure that forms can be processed faster. Additionally, Access’ intelligent automation allows for automatic alerts when forms are incomplete or incorrect, allowing hospitals to quickly identify and address any issues with patients.

Because staffing challenges are at an all-time high, hospitals should be looking to technology to help eliminate unnecessary work, because the first interaction a patient has should be with a friendly staff member. According to beckers:

According to Beckers Hospital Review

Read the entire article >>

US News reports that staff shortages are choking the U.S. health care system. Healthcare workers are burned-out, and while a simple software solution could relieve some of the burden, this progressive approach to relieve staff with automation is facing budget challenges. Hospital leaders need to look at creating efficiencies in the immediate future. According to an article in US News,

“At Virginia Mason Franciscan Health in Washington State, virtual care is proving helpful. Chief Nursing Officer Dianne Aroh says a centralized mission control center and virtual hospital that went into effect in 2019 provides real-time, systemwide surveillance that has helped deploy personnel more rapidly to departments experiencing capacity issues, while easing patient-flow bottlenecks and wait times.”

With software intervention, registrars and clinicians can use technology to alleviate staffing burdens and maintain their focus on patients.

Jane Ayers, Financial Systems Analyst of Northern Regional Hospital, expands on the impact of automation in relieving staffing struggles within the HIM department:

“Now, it’s totally changed. HIM staff members’ jobs have changed to verifying that everything’s okay versus doing the actual scanning. And they are at a point now where several team members are going to become our forms builders. So, they have moved from scanning forms to creating them electronically. It has totally changed what they were doing, which is great!”

Woman's Hospital Places eSignature Automated Decision Making Technology at the Center of Patient Care Mission

Amy Beal, Woman’s Hospital’s Patient Services Manager, explains the impact on staff training which made positive impacts on staff retention:

“Staffing has improved for registration areas. These are your entry level positions, and there is a lot to learn. As a registration clerk, it is crucial to know which forms to sign and in which cases. Having Access Automated Decision-Making Technology readily doing the decision-making for us has helped tremendously.” The experiences of Beal’s staff in turn created a much better learning environment for new registration employees, and the tools allowed staff more time for individual patient care and interaction.

Beal explains, “Again, processes and workflow tools, right? Now, the end user does not have to think about, does this patient have this insurance? Do I need to get them to complete these forms? Did I get them the right forms, at the right time based on payers? […] So again (with eSignature Automation), the training is much more efficient for Registrars. You do not have to get as in-depth, and you are able to turn them over much quicker along without errors.”

Understanding HIPPA Compliance and Record Security Measures with eForms

The Health Insurance Portability and Accountability Act (HIPAA) requires healthcare organizations to ensure that all PHI stored electronically is secured and protected.

As such, digital forms must comply with HIPAA standards to protect patient information. Solutions such as Access eForms helps keep digital forms compliant by allowing content updates and requested patient information to be sent directly to your patient’s record within your EHR. Additionally, Access eForms offers an Audit Trail feature that allows you to track and monitor any changes made to digital forms, which helps ensure that you are meeting all HIPAA regulations.

The advantage of working with trusted, independent vendors like Access is that we have 25 years of industry expertise.

A) Established industry relationships with EHR vendors.

B) Healthcare-specific solutions and expertise.

C) 24/7 support for your customized solutions.

Many hospitals and health systems initially seek software solutions built within their EHR; however, full functionality is limited. Third party vendors provide expert customization and expansive functionality, where-in baked-in EHR eSignature only offers essential base functionality without the ability to reach patients outside the hospital on mobile devices.

When dealing with third party vendors, it is important to consider their security stance. Good businesses to work with either meet or exceed industry standards and have a full scope security stance and policy. Access eForms, for instance, relies on a multitude of tools to ensure their keeping a secure environment for customers and patients alike. This includes making available to you;

- Vulnerability and infrastructure analysis;
- Code vulnerability testing;
- QA code review & product hardening; and
- SOC audit partners.

How Big Health Systems & Outside Competitors Pursue Your Patients

Implementing Mobile Electronic Consent Options

Ideally, your patients will choose your hospital because of proximity and because you are specifically suited to meet their community health needs, but this position is at risk from outside entities.

There have been major strategic initiatives, particularly with major health systems, to reach your patients at home on their phone. And while everyone will agree that offering the best care is essential, the real question is, does a major healthcare conglomerate have any business overtaking community hospitals and rural health?

The short answer is no, but the goliath moment is currently being tested as a direct result of the economic and financial upheaval of recent years. Large health systems are competing to gain a footprint in rural areas through acquisitions and by reaching patients remotely through mobile advertisements and remote program offerings. It’s also occurring at a record pace with Big Box stores.

Community Hospitals need help to compete

Small hospitals and community health is at risk

Community health needs help in advancing

There is a stark difference between for-profit businesses and the not-for-profit healthcare sector. Best business practices are being undermined by the bottom line, a problem we may experience as Amazon and other Big Box stores continue to penetrate the healthcare market. Many argue that there is no place for big business in community care, simply because they are not actively connected to the community, but the reality is that the weight of healthcare costs for families is significant when inflation rates are at a record high. .

Historic Example of Predatory Practices from Outside Eradicating the Competition

Direct-to-Consumer Interaction as Seen in Big Business Retail

In 2017, most consumer goods retailers failed to recognize the impending demand of convenience that online retail created, even held against the amazing experiences of going to the mall with friends as children. It’s not so much that these companies didn’t try to meet demand, but they didn’t invest enough in their online presence. Their finger wasn’t on the pulse of the future. Consequently, the retailers that failed to adapt and innovate simply ceased to exist.

In what was arguably the most blatant example of market manipulation the world had ever seen, artificial intelligence, or AI, entered the online retail scene, adjusting pricing and gouging the competition.

Automated bots monitored competitors and updated product listings to ensure selling at the lowest price available. These daily battles of instant online price adjustments to beat competition became so caustic that online selling prices would often dip below profit margins. Regardless, this price manipulation led to record sales and unimaginable millions in revenue for these companies.

Now Amazon is the leader in retail shutting many businesses down and forcing many by neccessity to s

The strategy would hurt the competition by forcing price matching online, which would in turn sell out their own products with little to no profit, the benefit being that they would gain a plethora of new higher-paying customers to remarket to. This squeezed profitability for brick-and-mortar businesses and mom-and-pop retailers because they couldn’t compete with convenience and low cost, forcing many of them into bankruptcy.

Competition with Deep Revenue Sources

The predatory business strategy was genius in retrospect and an example of creative capitalism at its finest, despite the dire consequences for fragile retail businesses and shopping malls across America. Government regulations would have helped; nevertheless, Amazon, Target, and Walmart were fighting over customer base and personal data, specifically for young, high-income demographics, to drive the new digital frontier. They had a stronghold on customer data to reach them.

We’re now dealing with some of these same predators entering the healthcare space. 

What Does This Have to do with Healthcare?

The problem is that we’re now dealing with some of these same predators entering the healthcare space, and healthcare isn’t a playground for retailers to play on when lives are at stake.

Healthcare demand is shifting, and quickly. Since the pandemic, demand has gone from wanting digital options to EXPECTING it.

According to the recent HIMSS Future of Healthcare Report, which surveyed over 250 hospitals and health systems,

“Almost every U.S. and international healthcare system intends to be in some stage of digital transformation by 2026-2027. Those that take too long to launch or advance, however, may find younger patients have moved on to rivals and retailers that embraced modern care models more quickly.”

Hospital is closed and no longer profitable due to outside competition

Hospitals that are forced to close for not innovating will impact the community at large

While healthcare business practices typically focus on improved processes and workflows to deliver better care, new options for care and outside competition are forcing hospitals to consider a digital-first approach, where patient experience and efficiency is the primary focus. Hospitals, for the most part, have yet to pivot in this direction.

Will it be too late for hospitals and health systems who don’t make the move now?

Quick-to-pivot healthcare businesses investing on the front lines of digital care technology are thriving, despite healthcare revenue and foreseeable projections being at a historic low. Below are some highlights of monumental shifts in healthcare patient engagements.

Big Business Investments for the Future

Virtual Care is Projected to reach USD $455.26 billion by 2030

With advancements in technology and increasing demand from consumers, telehealth is poised to become an integral part of healthcare delivery. According to a recent report from Grand View Research, the global telehealth market size is expected to reach $455.26 billion by 2030. This expected growth is due to the increasing prevalence of chronic diseases, rising demand for remote patient monitoring, and government initiatives to promote telehealth services. Additionally, with the COVID-19 pandemic bringing widespread disruption to healthcare services, digital healthcare solutions are becoming increasingly important.

Amazon, CVS, and Walgreens Have Invested Roughly $25.1B

In an industry that is worth roughly $808 billion, $25 billion represents 3.11% of the market, and these competitors to hospitals are investing in spreading cost effective primary care across the nation. The healthcare industry is undergoing a major transformation with the entrance of large companies like Amazon, CVS, and Walgreens. They are investing billions of dollars into primary care services in an effort to capture a greater share of the market. For example, Amazon recently purchased One Medical for $3.9 billion. Similarly, CVS and Walgreens are investing heavily in digital health solutions and expanding their primary care offerings with an initial investment of $10.6 billion and $5.2 billion respectively.

Amazon and CVS both have their eyes on healthcare, and it is looking like they are starting with a digital approach for the masses. Telehealth has made leaps forward in direct connection with consumers, and once patients have a positive, fully digital, at-home healthcare experience, in-person visits may start to feel like a nuisance.

While hospitals historically look at care before profit, competitors in their space providing these digital alternatives are harnessing data in unbelievable ways to deliver an amazing experience to help patients wherever they are, at a value. Investing in a digital front door patient approach is undeniably necessary for a hospital to survive.

The question is, will hospitals and health systems be able to pivot fast enough to meet this consumer demand and provide convenient and positive user experiences with a digital first approach?

According to Senior Vice President and Chief Digital Officer Eric Smith of Memorial Hermann Health System,

“Given the significant focus on consumerism and digital enablement in healthcare today, 10 years from now, patients will be guided through their care journey in a completely different way. A higher level of ‘touchless’ interaction and digital guides, coupled with more personalization — care that is specifically tailored to meet each patient’s unique needs — will translate to a more seamless and convenient experience for patients and providers alike. Think personalized messages on the TV in your hospital room, and room temperature, food selection, and lighting levels all automated based on your personal preferences. And, thanks to all the digital advances and greater efficiencies in care delivery, caregivers will have more time and capacity to focus on humanizing every experience and providing more compassionate care. Finally, care is going to be more proactive than it is today because we will have greatly enhanced access to our own health information with data that is personalized and actionable. We’ll be able to partner with our providers like never before to better manage our overall health.”

Patients and clinicians can really connect and focus on care at hand without a wait time

Clinicians embracing patient intake technology for the future

With paperwork complete nts and clinicans can connect

While it is hard for many to fathom hospitals disappearing, there was a time when we couldn’t fathom malls and retail storefronts disappearing, either.

Like with anything, change is inevitable. If HIMSS is correct that in the next five years, 90% of hospitals will offer digital-first primary care, where is your health system in this digital race?

Take a look at our commonsense checklist below to assess areas where your focus isn’t on patient experience nor a digital-first approach.

Common Sense Checklist to Deliver Experiences Patients Want

Can your patients pre-register?

Do they have to download an app for pre-registration?

- When seeking care, apps can be frustrating. No two apps are created the same, and patients don’t appreciate all the complicated login processes and password resets they sometimes require. There is no need for an app—forms can be sent straight to a user’s smartphone for instant access through two-factor authentication.

Do you have paper alternatives for print-on-demand?

- Digital isn’t for everyone – seeing impaired may require special enlarged text or audible form options. If a patient prefers to use a paper form and not pre-register, then they need this option, because that’s the experience they require.

Can your patients access their records from a mobile device?

- Patients want to know there is easy access to our own personal health records, and smartphones are a great way to provide options. An app-free experience through two-factor authentication is best for mobile patient eSignature.

Do your patients have to wait extended periods of time in the waiting room?

- The general population has seemingly become impatient with waiting, and this includes our patient population. When patients and consumers alike can purchase all their groceries as quickly as they can move their fingers on their phone, they tend to expect the same convenience from other businesses, including healthcare.

How Small Hospitals and Rural Health Systems Can Compete

Who will Prevail, Nimble Hospitals & Small Boutique Community Care, or Goliath Corporations & Health Systems with Vast Resources?

Clinicians can meet patients where they are on any device from many devices and technology

Even though many small and rural hospitals are underfunded, they often have more flexibility when it comes to making crucial decisions to steer care programs into the future. Comparatively, large health systems have a few disadvantages:

Large hospitals, like large corporations, have very large expenses to manage.
Cutting through the bureaucracy to do business now is a painfully difficult and slow process.
Large hospitals cannot easily create the same boutique feel as a smaller hospital; a rising trend.

So, the real obstacle is taking the first step towards a solution.

The real question is, which hospital can take the right steps to meet patients’ demands, rapidly?

The HIMSS 2022 State of Healthcare Report states that, “Roughly 9 out of 10 health systems overall are positioning themselves to offer digital-first primary care within the next five years.”

For anyone in healthcare, seeing a five-year timeline on such a change is unbelievable, and historically speaking, unrealistic; however, we’re headed into unchartered territory with technology evolving at a such a rapid pace. AI is ready to take over, and the difference between those who fear using such technology versus those who evolve with it sets a clear divide and a clear winner.

The fact is that big health systems and large conglomerates have no business when it comes to providing community-based healthcare, and if hospitals across the country disappear like the malls across America did, it will be a huge detriment to our patients.

“I would argue these last 2 years of COVID have taught us that bricks and mortar in some circumstances can be replaced with clicks and orders.”

John D. Halamka, MD, MS, president of the Mayo Clinic Platform

Staying Relevant and on the Forefront of Consumer Driven Preferences for Healthcare

Large health systems, while offering vast services across a wide range of needs, are less equipped to specialize in community needs due to their large size and operational complexity. Small hospitals and clinics, despite having capitol challenges, are better positioned to meet the changing demands of consumers. This means being up to date with current technology and trends, having a keen sense of how to reach their local community, and establishing themselves as a long-term provider of care in a digital world.

The takeaway

For smaller hospitals, the key is to stay nimble and invest in technology that fits your patients’ needs to make sure you’re staying ahead of the curve in terms of consumer preferences while avoiding the pitfalls of larger healthcare systems.

Decision Making Challenges and Cutting Through Bureaucracy

Large hospitals and health systems have a convoluted decision-making process, which is a barrier to rapid change. For example, if a patient requests the use of an eConsent option on their mobile device, it might require extensive updates to the health system’s IT infrastructure, which may take weeks, months, or even years. Small and rural hospitals, on the other hand, can cut through the red tape in fewer steps to get the job done, all while keeping the cost of operations low.

The takeaway

For a health system, especially one that is large and complex, staying ahead of consumer demands can be tricky—but not impossible. Smaller hospitals have a critical advantage when it comes to rapid decision-making and pivoting quickly to meet demands.

Early Adopters Will Prevail and Laggards Will Fail

Hospitals that are willing to take risks and embrace innovation will be the ultimate victors in this digital age. Those who move quickly and invest their resources wisely will keep pace with patient demand. Healthcare delivery is evolving rapidly, and those early adopters of new technologies stand to gain significant cost savings while meeting (and exceeding) patient expectations.

Hospitals and systems riddled with bureaucracy will be late to the show if HIMSS is correct in its five-year prediction for the digital world of healthcare. Those who don’t invest in technology and fail to keep up with consumer demand will find themselves playing catch-up. As more patients demand digital healthcare experiences, those who are unable to deliver may quickly become irrelevant in their community or region.

Early hospital technology adopters willing to place patient experience first will prevail

Getting Started: How to Champion a Mobile eSignature Project at your Hospital

To ensure your hospital is on the right track, you must be prepared to champion a mobile eSignature project. This will involve looking at existing processes, identifying opportunities for improvement, and developing an implementation plan that takes into account factors such as cost-benefit analysis, patient engagement strategy, technology investments, and training initiatives.

Your Healthcare IT Needs a fearless project champion

The key is to create a project roadmap with measurable milestones so that you can assess progress along the way. Once this is complete, you should have everything in place to launch a successful mobile eSignature initiative at your hospital—delivering exceptional patient experiences while saving time and money for your organization.

Suggested Research Steps for your eSignature Project

1. Assess existing processes and identify opportunities for improvement.

2. Develop an implementation plan, including cost-benefit analysis, patient engagement strategy, technology investments, and training initiatives.

3. Create a project roadmap with measurable milestones to assess progress throughout the project.

4. Establish policy requirements for eSignature standards such as HIPAA compliance and data security protocols.

5. Consider additional operational considerations, such as type of signature capture device (iPad or pen & paper).

6. Test user experience with different devices prior to launch to ensure usability meets patient expectations.

7. Develop an educational program for clinicians on how to use mobile eSignatures in practice settings, including customization and usage guidelines.

Gathering your team and key decision makers

Into action with your healthcare interoperability project and working with your team

Key Roles for your eSignature Project

Project Manager

Healthcare Project Managers are responsible for supervising and directing all team members involved in healthcare projects. They oversee the entire project from beginning to end and monitor and report on the progress throughout the process. These managers work in healthcare facilities such as hospitals, medical offices, nursing homes, and clinics.

Technology Experts

These professionals should have expertise in the technology needed to implement a mobile eSignature project and be able to provide ongoing support and maintenance. They will also need to ensure that the solution is HIPAA compliant and secure.

Training and Change Management Team

Training team members will help educate users on how to use the system, while change management specialists will ensure that the project is rolled out in an organized and efficient manner.

Process Improvement Consultants

This team of professionals should have experience with process improvement initiatives, including creating detailed plans and executing them efficiently. They should be able to identify areas where eSignature technology can help simplify processes, as well as make suggestions for improvements.

Clinical Leaders

Clinical leaders should be involved in the project, as they will have a better understanding of how eSignature technology can help improve patient care. They can provide guidance on implementation and offer insight on how to best use the system for maximum results.

Legal/Compliance Specialists

It is imperative to have legal/compliance specialists on the team to ensure that all regulatory requirements are met. They should be knowledgeable in HIPAA and other relevant regulations, as well as experienced in developing policies and procedures for compliance with those rules.

Core Items Needed to Champion your eSignature Project

Cost-benefit analysis

This should include an assessment of the costs associated with implementing a mobile eSignature project, such as technology purchases and personnel training. It should also include an analysis of the potential benefits, such as increased patient satisfaction and improved data accuracy.

Patient engagement strategy

Developing an effective patient engagement strategy is key for any mobile eSignature project. This should include initiatives to educate patients about the system and how it can benefit their care.

Technology investments

A detailed assessment of the technology requirements for a successful eSignature project should be done before investing in any specific solution. This includes understanding hardware and software needs as well as possible integration points.

Training initiatives

Training users on how to use the system is an essential part of any successful mobile eSignature project. Creating detailed training modules and plans will help ensure that users are comfortable with the system and can use it efficiently.

Risk assessment

An assessment of potential risks associated with implementing a mobile eSignature project should be done before launch. This should include an evaluation of security risks as well as any compliance issues that may arise.

Go-live timeline

A detailed timeline for the launch and implementation of the project should be created to ensure a successful roll out. This should include milestones and deadlines for each stage of the project, along with contingency plans in case of delays or unforeseen issues.

Project roadmap

This should include a clear plan of action that outlines how the project will be managed and monitored. Measurable milestones should be included to track progress and evaluate success.

Execution plan

This should include detailed steps for launching the project, such as creating publicity campaigns and training users. It should also include a timeline and budget for the launch.

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Follow-up & roll-out plan

After the project is launched, it is important to have a detailed follow-up and roll-out plan in place. This should include regular check-ins with users to ensure that they are utilizing the system correctly, as well as an evaluation of any changes that need to be made. Additionally, it is important to monitor any trends or changes in patient satisfaction related to the new eSignature system.

Overall, with the right team and a robust follow-up plan, hospitals can successfully launch a mobile eSignature project that will improve patient experiences while saving time and money.

Championing a mobile eSignature project in your hospital can be challenging, but it can also be incredibly rewarding if done correctly – from determining the scope of the project to creating a roadmap with measurable milestones, you will ensure that your hospital is on the right path forward that will ensure your community care is ongoing.

Follow up with your team and end users to make sure your interoperability project is on the path to success

Conclusion

Mobile eForms, with patient eSignatures, offer the potential to revolutionize healthcare delivery. By taking advantage of the latest technology and engaging patients meaningfully in their care decisions, hospitals can improve overall outcomes while also reducing costs. To ensure success, it is important to assemble a team of professionals knowledgeable in HIPAA regulations and experienced in project management. Additionally, they should have a clear understanding of the cost-benefit analysis, patient engagement strategy, technology investments, and training initiatives that are necessary for a successful project launch. With the right plan in place, a hospital can successfully launch a mobile eSignature project that will improve patient experiences while saving time and money.

When the patient wins we all win because that is what we are here for to create better patient experiences and health

Now that you’ve read this eBook, you know everything you need to get started! If you appreciate what you’ve learned, then please be sure to check out the additional resource, and when you’re ready to provide your patients efficient digital intake options, we’re here to help.

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