You’ve got e-Mail – From your doctor
- Filed under: Health News, Health Technology
- Date: Aug 18,2009
Montefiore’s Patient/Doctor Secure Messaging Service Growing Rapidly
More and more patients in the Bronx and Westchester are benefiting from a new patient-friendly Internet service called MyMontefiore, which quickly and easily helps them get prescriptions filled, retrieve lab results, answer billing questions and, perhaps most importantly, allows them to have an online, private dialogue with their physicians.
Approximately 35,000 patients in the Bronx and Westchester who now receive their care at Montefiore Medical Center use the online service — and more sign up each month.
Patients Young and Old Like Privacy, Rapid Response of MyMontefiore
Joyce Denis is a 31-year-old patient who lives in the Bronx and who is being treated at Montefiore’s Institute for Reproductive Medicine and Health. After two miscarriages, she is now 6 weeks pregnant. She has been using MyMontefiore’s web site for two years to communicate with her physician, Nanette Santoro, MD, a reproductive medicine specialist at Montefiore Medical Center.
“I think MyMontefiore is wonderful,” says Ms. Denis. “I just log onto my home page and I ask the doctor by email questions that I forgot to ask in the office visit, or if I’m worried that my hormone injections aren’t working and if there is anything I can do at home. Or I email requesting lab results, which come back within a day by email. It saves a lot of time compared to playing phone tag. Everyone replies on their own time. It’s also very private. I like that.”
For the past year, Anne and Thomas Kearney, both age 82, who live in Yonkers, have been using the service to communicate with Jonathan Greenberg, MD, a internal medicine specialist at Montefiore, who practices in Eastchester. They use it a lot for tests. Just a few weeks ago Thomas Kearney had lab tests and an X-ray and Dr. Greenberg got back to him via email with the results and a suggestion that he see a gastroenterologist. “It’s great,” said Anne Kearney, “no telephone calls.”
Physicians Like the Remote Access, Accuracy of Email
The online service has proved popular among physicians as well as patients. Some 537 primary care practitioners and 125 specialists now use MyMontefiore.
Dr. Santoro is a fan of the privacy and anywhere/anytime features of the system. “I can keep in touch with patients when I am traveling to conferences anywhere in the United States,” she says. “I can do simple things, like adjust medication dosages. I like that email communication respects both my time and hers. It’s not for complex questions. You still have to have office visits; but it is very efficient and private for simpler things.”
“I was very wary of using MyMontefiore, at first,” said Arthur Hopkins, MD, an internal medicine specialist at Montefiore, who practices in Westchester. “I worried about a deluge of patient email; but it didn’t happen. The system is not perfect, but most patients are respectful of my time.”
Dr. Greenberg, who specializes in care for the elderly, has 418 patients signed up to use MyMontefiore. He likes email because of the clarity and directness of the messages, whereas phone messages are “not as clear,” he says. “Having email is of course more work, and comes on top of phone and personal visits and postal mail, but everyone in today’s digital world has that,” he says.
MyMontefiore has caught on especially with physicians who treat younger patients. Dr. Heidi Sanger, an internal medicine specialist at Montefiore, who practices in Eastchester, treats a number of younger women and has 633 patients who use the email system.
MyMontefiore’s Added Value to Patients / Ease of Use
“While MyMontefiore provides an alternative communications tool for patients and physicians in the digital age, it is a more comprehensive platform than that,” said Stephen Rosenthal, a corporate vice president at Montefiore. “For example, once patients enroll, MyMontefiore sends them outbound messages that encourage them to manage their own health, to get flu or allergy shots. We also alert parents about CDC warning on pediatric medications. After these educational messages introduce patients to the benefits of the system, they begin to use it in other ways. We frequently see a spike in medical office usage and of online scheduling and other services after we send out these public health messages.”
MyMontefiore is easy to use. Patients who request appointments simply log into the system, look at their physician’s office hours and give three choices of a time when they are available for an appointment. Within a couple of days the appointment is confirmed. They then get a reminder of the appointment several times before visiting the physician’s office.
MyMontefiore is a product of Relay Health. It was introduced as a pilot program in 2006 and the following year was rolled out to all 21 Montefiore Medical Group office sites in the Bronx and Westchester. MyMontefiore is not considered an office visit by insurers, so it is not a reimbursable consultation. Nor is it yet integrated with a patient’s electronic medical record, though this is planned for the future.
Montefiore Medical Center encompasses 125 years of outstanding patient care, innovative medical “firsts,” pioneering clinical research, dedicated community service and ground-breaking social activism. A full-service, integrated delivery system caring for patients in the New York metropolitan region and beyond, Montefiore is a 1,491-bed medical center that includes: four hospitals — the Henry and Lucy Moses Division, the Jack D. Weiler Division, the North Division and The Children’s Hospital at Montefiore; a large home healthcare agency; the largest school health program in the US; a 25-site medical group practice integrated throughout the Bronx and Westchester; and, a care management organization providing services to 179,000 health plan members.
In 2008, The Children’s Hospital at Montefiore was ranked as one of “America’s Best Children’s Hospitals” in US News & World Report’s prestigious annual listing and also received honors in the magazine’s 2009 edition. The Leapfrog Group lists Montefiore among the top one percent of all U.S. hospitals based on its strategic investments in sophisticated and integrated healthcare technology.
Source: Montefiore Medical Center