MGMA 2008 Annual Conference, Oct. 20, 2008
By Christina Pope, MBA, MGMA senior communications manager
When Arizona Community Physicians launched its patient portal in the spring of 2007, staff knew most patients wanted online access to their physicians. The three family physicians didn't realize who the biggest users would be.
"Our geriatric patients, patients with chronic conditions, and yes, a few hypochondriacs, are our biggest users," said Kenneth G. Adler, MD, MMM, medical director of information technology for the Tucson practice. Adler spoke about his group's experience with patient portals at the Medical Group Management Association (MGMA) 2008 Annual Conference in San Diego.
Other administrators at the conference shared similar experiences, including Barbara Daiker, FACMPE, executive director, Northwest Eye, Maple Grove, Minn. As an ophthalmology practice with 50 percent geriatric patients, Northwest Eye has found that online registration is popular, which requires completing several pages of demographic information and health history.
"One of my favorite stories about our online registration is a mother and her adult son who were patients," said Daiker. "The mother had filled out her registration online and sailed right in when she arrived for her appointment. The son had not and did not sail right in."
Daiker surmises that two factors contribute to the popularity of Northwest Eye's portal among older patients: Access online at home allows those with caregivers the time and space to complete the forms, and seniors' level of tech sophistication has been underestimated.
"These are people who are keeping up with their children and grandchildren on e-mail," Daiker notes, and they expect convenience and access from their physicians – another important relationship in their lives.
MGMA 2008 Annual Conference coverage