Patient Issue Reporting
ChronicCareIQ offers users an easy way to view patient issues within the system. Patient issues represent missing information, patient non-compliance and a variety of other system identified trouble points. The reporting tab houses a helpful Patient Issue panel which offers an at-a-glance view of patient issues. The report catalog gives users the ability to generate reports based on specific patient issues identified by the system. The following issues are reported:
All Issues
Missing Care Plan
Missing Diagnosis
Locked Account (Patient has had too many login attempts and account is locked)
No Login
Bad Email
Non-Responsive
Non-Billable
Consent Issue
Patient Issue Box is found under “Reports” in middle of screen
Using the “Patient Issue” Report you can filter by issue to resolve from one list
Identifying Non-Compliant Patients on the Dashboard
Non-compliant patients will be represented on the dashboard by yellow status symbols. Yellow status symbols indicate patients who have not yet logged in to CCIQ or patients that have not been updating their health status consistently.
No Login Patients
Make sure to follow-up with patients who have enrolled in the program but have not logged into the system at least 2 days after sign-up. This can be performed by contacting the patient via phone or by re-sending the invite message. For instructions on how to re-send the invite message, click the link below. Staff users will receive request for contact tasks for patients who have not logged into the system within 8 days of activation. Patients who do not login within 21 days of activation will automatically convert to phone contact to optimize program workflow.
Non Responsive Patients
The non responsive status signifies that the patient has missed one or more monitoring periods. It is not uncommon for patients to miss a monitoring period, especially if they are reporting their health data daily or multiple times throughout the week. It’s important to keep watch of patients that miss reporting data for prolonged periods of time. It’s important to maintain the relationship with the patient and ensure their reporting schedule fits their needs. CCIQ recommends contacting patients that are non responsive to support engagement and patient utilization.
Patient Outreach
Via Phone
Performing phone outreach for non-responsive patients is a great first-step approach. Calling the patient to obtain feedback and gain understanding of why the patient has not either logged in or has stopped reporting their health status updates, is a vital step to increasing patient engagement. Remind and re-educate the patient on the importance of reporting their health updates. Their physician has recommended the program because they have an ongoing medical condition that places them at risk of hospitalization or other adverse health events. In order to take a proactive stance, the patient must provide data on a regular basis so the care team can take action to prevent these events from occurring. Assist the patient with the barrier that is preventing them from reporting their health update.
Via Letter
If you are unable to contact the patient or they haven’t followed through with engaging with the program, the next step is to send them a letter. The letter should communicate the request for the patient to start reporting and emphasize the importance of the program. See the sample patient letter below:
In-Person
Flag non-compliant patients in the EMR so the care team can have a conversation with them at their next appointment. Its especially important that the physician re-engage the patient to find out what barriers exist that are preventing the patient from participating. This in-person interaction is also a good opportunity for re-education. Assist the patient with downloading the app or initial setup and login. Showing the patient the ease of system use proves to be extremely valuable for increased patient engagement.
Troubleshooting Patient Logins
Here are a few common reasons patients may not login or report their health status updates along with best practices for follow-up:
Patient forgot username or password
Staff users can locate the patient’s username in the patient chart section. It is also available in the Edit Patient dialog – Account tab. Staff users can reset the password for the patient if needed. Simply navigate to the Actions tab and choose “Reset Password”. The patient will receive the message with a link to reset.
Patient hasn’t taken the time to login
Remind the patient of the importance of providing their health status update. The physician requires this information to make important decisions about their health and uses the data for care planning. The patient plays an important role in ensuring they stay on track to obtain their health goals.
Patient is waiting on a family member or care advocate to assist
Ensure you have the contact information and authorization from the patient to share health information about the patient with this individual. Educate the family member or care advocate about the importance of the program and the frequency of health status updates. It may be necessary to send reminders to this individual instead of the patient.
Patient doesn’t know how to login
Staff users can walk the patient through the process over the phone by re-sending the welcome invite. The welcome message contains a video to assist the patient with getting started. Click the link below to view the video:
If the patient is unable to successfully login on their own, encourage them to bring their device into the office and have a care team member help them get their account setup.
Patient didn’t receive the welcome email or text
Try re-sending the welcome invite. Make sure to verify the patients email address and phone number are correct. If the patient still isn’t receiving the invite, use the resource below to troubleshoot the issue:
Patient forgot to update their health status
Ensure the patient is receiving their automated reminders from the system. If not, this setting can be updated in the Edit Patient dialog – Contact tab. Encourage the patient to develop at-home reminders, ex. Calendar, to assist with remembering to update. Family members can also be instrumental in helping with this task. Enter the family member’s information in the Patient Advocate section to send notifications when the patient fails to respond.
Patient was unable to respond (Ex. Out of town or hospitalized)
Patients may be unable to respond due to a variety of different reasons such as going on vacation or being admitted to the hospital. Staff users can turn off reminders and pause monitoring for temporary periods of time in CCIQ to show this status. Within the Patient Chart, choose the Actions tab. Select Pause Monitoring from the list of options. This will allow the staff user to choose the applicable dates to pause the patient.
Patient doesn’t want to report at the assigned frequency
Frequency and scheduling are customized at the patient level. If a frequency isn’t the right fit for the patient, first verify the requested frequency with the care provider to ensure it is appropriate according to the care plan. If the adjustment is approved, edit the patient’s protocol schedule by navigating to the Patient Chart and choosing the Actions tab. Select Protocol Schedule from the list of options. Modify the protocol from this dialog.
Send a Message to the Patient
Staff users can send messages to patients through the CCIQ application. This outreach mechanism offers convenience and flexibility for patients who may prefer messaging over phone communication. To send a message to a patient:
Navigate to the patient chart
Open the Comment tab
Select “Send Message”
Enter the message text and click the blue Send Message button
Patients will receive a notification that a new message was sent (Note: Notifications are sent in the same format as health status update reminders)
