VAs Award Winning

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VAs Award Winning
Personal Health Record
My HealtheVet
Theresa Hancock, Acting Director Rashida Fleming,
Deputy Veterans Health Administration Veterans
Health Information Technology Theresa.hancock_at_va.g
ov Rashida.fleming_at_va.gov
July 16, 2008
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Topics

• Overview of the My HealtheVet Personal Health
  Record (PHR)
• How are veterans using My HealtheVet?
• What new features will be added next?
• Your questions and feedback

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Complementary Tools EHR PHR
My HealtheVet Personal Health Record (PHR)
VA Electronic Health Record (EHR)

• Award-winning comprehensive electronic record
  for all care sites
• Authoritative medical record
• CPRS, VistA, BCMA, Imaging
• Decision support
• Clinical reminders
• Patient safety

• Secure web-based portal
• Easy access to information, tools, and resources
• Veteran owns information
• Self-entered information
• Incremental addition of data extracts copied
  from the EHR for VA patients
• Veteran controls access
• Consumer empowerment

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My HealtheVet PMO Services

• Strategic Planning
• Coordinated Project Planning (with VHIT)
• Performance Evaluation and Metrics
• Statistics
• Content Management
• Requirements Definition
• Communications and Outreach
• Training Education
• Stakeholder Relationships
• External Partner Relationships
• Implementation/Clinical Adoption

Veterans and Consumers Health Informatics Office
(V/CHIO)
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Beneficiary/Veteran/Consumer Empowerment
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My HealtheVet Personal Health Record
www.myhealth.va.gov

• 3-Tier Access Model
• Visitors
• Registrants
• In Person Authentication (IPA)

• Over 600,000 registered users (72 are VA
  patients)
• Over 70,000 users have been In Person
  Authenticated (new policy June 2008)
• Over 19 Million visits
• Average visits per day for May 2008 26,206

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My HealtheVet Personal Information

• Personal Information
• In Case of Emergency (ICE)
• My Profile
• My Account
• Change Your Password
• Account Activity History
• Printable Wallet Size Health Information Card

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My HealtheVet Pharmacy

• Pharmacy
• Prescription Refills
• Prescription Refill History
• Self-entered Medications, Herbals, OTCs, and
  Supplements
• My VA Medications List
• My Complete Medications List (VA and
  Self-entered)

Over 6.3 Million Prescription Refills since
launched in August 2005
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My HealtheVet Research Health

• Research Health
• Healthy Living Centers
• Diseases Condition Centers
• Mental Health
• Medical Libraries
• Service Related Conditions
• MedlinePlus
• HealthWise
• My HealtheVet Learning Center

New Healthy Living Center Separation from
Active Duty
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My HealtheVet Get Care

• Get Care
• Providers and Physicians
• Treatment Facilities
• Treatment Locations
• My Coverage
• Health Insurance
• Health Calendar

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My HealtheVet Track Health

• Track Health
• Vitals Readings
• Labs Tests
• Health History
• Family Health History
• Military Health History
• Allergies
• Immunizations
• Medical Events
• Food Activity Journals
• Personal Health Summary

Medication Histories Health History Health Care
Providers Weight Blood Pressure
Top 5 Self Entered Metrics
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Statistics Summary

• Nearly 24 million veterans and 259,000 VA Staff
  are eligible to use My HealtheVet almost 8
  million veterans enrolled in VA
• More than 598,000 registered users (72 are VA
  patients)
• More than 70,000 Veterans have been In Person
  Authenticated (IPA)
• More than 6.1 Million prescription refills have
  been processed since August 31, 2005
• More than 18 million visits to My HealtheVet
  since launched in November 2003

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My HealtheVet National Program Statistics
Geographical Distribution of Registrants
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Who? What? Where? How? Why?
Who are our users? What are their
characteristics, needs, and preferences? Where do
they access My HealtheVet? How often? Why? What
is working well and what can be improved?
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American Customer Satisfaction Index
ACSIDirect Veteran Feedback
October 2007 May 2008 61,186 respondents
Random Sampling Loyalty factor 4
pages Sampling percentage 4 Response Rates My
HealtheVet average 17.0 ForeSee average 6.5
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My HealtheVet ACSI Results
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Age
Period of Service
60 Vietnam War 19 Peacetime Service 13
Desert Shield/ Desert Storm 10 Korean War 5
World War II 5 Global War on Terror OEF/OIF
4 Other 2 Not Applicable
1 19 30 years 4 31 40 years 11
41 50 years 34 51 60 years 34 61 70
years 16 71 or older
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State of Residence
Frequency of Visits
9 Florida 9 Texas 8 California
5 Pennsylvania 4 New York 4
Georgia 1-3 All Remaining States
2 More than once a day 4 Daily 25 About
once a week 49 About once a month 5 About
every 6 months 3 Less than every 6 months
12 First time
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My HealtheVet ACSI Results
Q. What were you trying to accomplish today?
76 Request a prescription refill 24 Access
prescription history from my VA medical
record 18 Look up information about a
medication 14 Enter/keep track of personal
information (e.g. my caregivers) 13 Enter/keep
track of personal health care information (e.g.
blood pressure) 9 Other 6 Research a
health condition 6 Find information about VA
benefits 2 Find a VA health care facility
Did you accomplish what you wanted to? Yes 69
Partially 19 No 12
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My HealtheVet ACSI Results
Q. What additional services would you like to see?
88 View my upcoming appointments 76 Schedule
or change my appointments 75 Look at
information in my VA Medical Record 67 Online
secure communication with my doctor 49 Checking
that different medications I take are safe when
taken together 36 Notification of new
content/features on the site 36 Advance
check-in for my VA clinic visits 33 Reminders
of preventive care I need 27 Monthly email
newsletter 24 Share information that I have
stored with others 21 Educational programs 17
Advanced directive (e.g. living will, etc.) 9
Other 8 Information about the quality of VA
health care
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My HealtheVet ACSI Results
Considering all of your experiences to date, how
satisfied are you with the My HealtheVet program
overall?
Score 8.3 out of 10
How likely are you to recommend this site to
someone else?
Score 8.6 out of 10
How likely are you to return to this site?
Score 9.1 out of 10
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ACSI Benchmarks
My HealtheVet Site element scores are
significantly higher than key benchmarks.
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My HealtheVet Feature Releases

• Upcoming 2008 My HealtheVet Releases
• View VA Appointments
• Chemistry/Hematology Lab Test Results
• Secure Messaging
• Wellness Reminders
• Enhanced Family Health History
• Planned 2009 My HealtheVet Releases
• Additional PHR Extracts (e.g. Vitals, Labs,
  Co-Pay Balances, etc.)
• Content Management System
• Metrics and Clinical Reporting Infrastructure
• My Recovery Plan
• CPRS view of Veteran Self-Entered Data

• Future Releases
• Delegation
• Personalization
• Drug Interaction Checking
• Information Therapy
• Advanced Clinic Check-in
• and more...

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Challenges To Getting There

• Expectations Maintaining alignment with rapidly
  changing consumer-based technology expectations
• Partnerships Need to partner with industry
  innovators and other government agencies with
  experience in advanced technologies
• Privacy Ensure health information privacy and
  security and manage perceptions
• Adoption Continually increase the value
  proposition for clinicians, patients, family, and
  caregivers.
• Agile Execution Need to decrease time-to-market
  to assume leadership position
• Equal Access Conquer the digital divide,
  disabled access, other societal barriers

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Transforming Health Care
The point of care" has changed.
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Lets Make Your Dreams Our Reality
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www.myhealth.va.gov
celebrating 5 years of online access to VA
health care