Confidentiality, Privacy and Security

ROI Walk-up Window

  • 1.  ROI Walk-up Window

    Posted 06-23-2020 11:49

    We closed our ROI walk-in service mid-March due to COVID-19 at the same time the hospital began restricting visitors.  We added email to our request methods available to patients to offset any inconvenience.  This new process has been going well and we've not received any negative feedback.  Because we're an offsite department and frequently need to shuffle staff to cover the onsite window, we're now discussing the possibility of not reopening walk-in service for ROI at the conclusion of the pandemic.  While there seems to be support for this decision, we wanted to survey our peers to find out if this would be a deviation from standard practice or if it would be in line with other healthcare facilities.  Thank you in advance for your time. 

     

    1. Does your facility have an onsite or offsite ROI office/department?
    2. If you accept, process, and/or provide medical records for requests from walk-in patients,
      1. Do you do it at the onsite locations, offsite, or both?
      2. If onsite, how many FTEs are assigned
    3. If you do not process walk-in requests, how long have you not accepted walk-in requests, and have you had any issues with this?
    4. What methods are available for patients to submit requests?
    5. What format and methods do you use to provide copies of medical records to patients?
    6. Do you also provide copies of Radiology images?  How do you handle this?
    7. What is your walk-in request volume (pre-COVID-19)? Are most walk-in patients employee or non-employee patients?
    8. If you discontinued walk-in service during COVID-19, do you plan to reopen at the conclusion of the pandemic or stay closed permanently?

     

     

     

    TONYA CARRANZA, RHIT, CHPS
    Manager, Release of Information
    Tampa General Hospital
    813.844.3068 – Office
    tcarranza@tgh.org


    We Heal. We Teach. We Innovate.
    Care for everyone. Every day.

    imageTGH



  • 2.  RE: ROI Walk-up Window

    Posted 06-24-2020 08:44
    Thank you for asking these questions. I will be watching to see the responses as I am interested as well.

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    Renee Meunier
    HIM Operations Supervisor
    Parkview Health
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  • 3.  RE: ROI Walk-up Window

    Posted 06-24-2020 11:07
    See my responses below.  I hope this is helpful and I look forward to other responses as well!
    1. Does your facility have an onsite or offsite ROI office/department? Yes we have one in our main clinic, but it has been closed since March.
    2. If you accept, process, and/or provide medical records for requests from walk-in patients, N/A
      1. Do you do it at the onsite locations, offsite, or both? 
      2. If onsite, how many FTEs are assigned (Pre-COVID I had 1 FTE assigned, but was wanting 2 in the workspace.)
    3. If you do not process walk-in requests, how long have you not accepted walk-in requests, and have you had any issues with this?  Since March. We've had no issues, patients have been understanding.
    4. What methods are available for patients to submit requests? Phone, fax, email, patient portal, clinical departments (then interofficed or faxed to us)
    5. What format and methods do you use to provide copies of medical records to patients? Our preferred method is email or patient portal, otherwise mail on paper or CD
    6. Do you also provide copies of Radiology images?  How do you handle this? Our Radiology Department handles these requests.
    7. What is your walk-in request volume (pre-COVID-19)? Are most walk-in patients employee or non-employee patients? Non-employees mainly.  15-20/day
    8. If you discontinued walk-in service during COVID-19, do you plan to reopen at the conclusion of the pandemic or stay closed permanently?  My goal is not to reopen as this has been successful.  We didn't have a very functional office and had been trying to get relocated for over 4 years.


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    REBECCA KILEN, MS, RHIA, CHPS
    Privacy Officer
    Gundersen Health System
    rakilen@gundersenhealth.org
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  • 4.  RE: ROI Walk-up Window

    Posted 06-24-2020 13:38
    I am eager to hear/read other responses and perspectives on this as well. I have been pondering our future strategy in light of COVID, changes in technology and the regulatory environment, and evolving consumer/patient demands and expectations.
    1. Does your facility have an onsite or offsite ROI office/department? Onsite at 10 locations; however centralized team will service the request at any location where patient presents (i.e. patient does not have to go to facility where services were provided)
    2. If you accept, process, and/or provide medical records for requests from walk-in patients,
      1. Do you do it at the onsite locations, offsite, or both? All onsite currently
      2. If onsite, how many FTEs are assigned – 19 across the system
    3. If you do not process walk-in requests, how long have you not accepted walk-in requests, and have you had any issues with this? n/a
    4. What methods are available for patients to submit requests? Email, fax, walk-up, telephone/verbal, and patient portal coming in July 2020!
    5. What format and methods do you use to provide copies of medical records to patients? Email, portal, mail, in-person pickup, and rarely fax
    6. Do you also provide copies of Radiology images?  How do you handle this? Yes, we order imaging from the radiology department and mail out or provide to walk-up. In some cases, the patient will present directly to radiology and radiology will service them.
    7. What is your walk-in request volume (pre-COVID-19)? Are most walk-in patients employee or non-employee patients? Would gestimate about 500 per month across the system. Most are non-employee patients. And not all walk-ups are patients – law enforcement, subpoenas, APS/CPS, etc.
    8. If you discontinued walk-in service during COVID-19, do you plan to reopen at the conclusion of the pandemic or stay closed permanently? We closed walk-up services but reopened earlier this month. At our larger metro facilities, we have returned to pre-COVID volumes.

     

    Other notes: We are working on our patient portal campaign and have been challenging our team to communicate more with patients about the portal. From April to May, we increased releases to the patient portal by 83%. Additionally, in preparation for compliance with the 2020 Interoperability and Information Blocking federal rule, we are working with ITS, physician and organizational leadership to implement Open Notes and real-time result sharing to the portal. Radiology image sharing would also subject to this rule if these are a part of your designated record set. It is my hope that in the future, patients will be able to self-service much of their information access needs and HIM will govern and support rather than process requests in a traditional manner.

     



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    Lori Black, RHIA, CCS, CHTS-IM
    HIM Director
    INTEGRIS Health
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  • 5.  RE: ROI Walk-up Window

    Posted 07-07-2020 11:25
    See my responses below. Very interested to see how others are moving forward. We have been closed since the end of March.  Today we don't allow customers to walk-in to our locations, and are encouraging portal access as much as possible, we are offering curb side pick up for those who want to pick up copies of their records.
    1. Does your facility have an onsite or offsite ROI office/department? Both
    2. If you accept, process, and/or provide medical records for requests from walk-in patients,
      1. Do you do it at the onsite locations, offsite, or both? Both 
      2. If onsite, how many FTEs are assigned -
    3. If you do not process walk-in requests, how long have you not accepted walk-in requests, and have you had any issues with this? Since the end of March and we've had very few issues.  Those we have had were patients insisting that they need to pick up paper records for whatever purpose they were requesting (taking to another facility, taking to an attorney, etc).  
    4. What methods are available for patients to submit requests? Patient portal, email, mail, fax
    5. What format and methods do you use to provide copies of medical records to patients? Patient portal, email, mail, fax in rare occasions, 
    6. Do you also provide copies of Radiology images?  How do you handle this? We do.  In 2 of our locations, we are able to pull and release these.  In our other locations we work with radiology to pull the images to a CD.  
    7. What is your walk-in request volume (pre-COVID-19)? Are most walk-in patients employee or non-employee patients? Pre-COVID, volume was 15- 20  per day on average in each of our 4 main locations.  Most are non-employee patients/non-patient requesters.   
    8. If you discontinued walk-in service during COVID-19, do you plan to reopen at the conclusion of the pandemic or stay closed permanently? We are considering permanent closing and continuing the curbside pick up option.  


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    LeAnne Bouma
    Enterprise Director, Release of Information
    Sanford Health
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