About Luis Marcos

Luis began his tenure with SRS-Health nearly 8 years ago as an Implementation Specialist. In that time, his attention to detail and planning garnered accolades from clients and colleagues alike, making him a star within the department. In 2015, he shifted his attention to organizational project management with an emphasis on operational efficiency while overseeing activities in Professional Services. His focus shifted in mid-2016 and he now oversees the activities of both the Support and Service Delivery Teams.

If You Build It, Will They Come?

Let’s take a moment and talk about the ideal development-to-adoption scenario. For the sake of the exercise, you’re Kevin Costner. You hear a whisper about building it. You continue to explore what it is until you realize that you have been asked to build a baseball field. Through hard work and perseverance, the request becomes reality. In no time at all, ghost baseball players emerge from behind corn stalks and play a game.

That right there folks, is the dream of every software developer. They aspire to build what you need and then have you faithfully use their creation. Alas, like Field of Dreams (beautiful film), that aspiration typically falls under the genre of fantasy.

How can that be? Why wouldn’t a user take advantage of an enhancement to their software? Truth be told, there are number of reasons as to why, including, but not limited to:

  1. Lack of awareness.
  2. Aversion to change.
  3. The functionality doesn’t meet your exact needs.
  4. The perceived effort of deploying the change outweighs the benefit.

As an end user, you should want and need to maximize the feature set that your software has to offer. Why is this so important? In the graphic below, I have listed only a few of the ways that software enhancements can impact the bottom-line.


As I challenge myself to seamlessly interject concepts from other cherished feature films, this is where I say, “Help me, help you!” When it comes to your software, aspire to A.C.E. the experience.

Accountability: Appoint an Internal Software Administrator (ISA). This person would be responsible for forging a relationship with your software vendor(s). They need to be familiar with the vendor’s release cycle and understand what each new version has to offer. They would then be responsible for scheduling recurring meetings with key stakeholders to discuss their findings and recommendations. They should also volunteer to participate in any focus groups that your vendor may offer. This is a great way to ensure that your vendor understands the specific needs of your organization and how they fit into the big picture.

Collaboration:  Who are these “key stakeholders” that I mentioned above? They would be your Change Control Board (CCB). This group should be comprised of members of each functional department of your business, as changes may have ripple effects throughout the organization. Affecting change is often easier when the decision is made jointly as initial buy-in will be stronger.

Execute: Assuming the CCB finds value in certain enhancements, develop a plan to implement them. This will often involve initial training, shadowing and follow-up that could span a few weeks. Remember that each implemented change is a deviation to someone’s routine. Depending on the work flow adjustment required, a fair degree of staff coaching may be involved.

In fairness, I realize that I’m making all of this sound really easy. It’s work and it requires commitment. Alas, if it means that you can add to your bottom-line, become more efficient or play a round of catch with “Shoeless” Joe Jackson, it is worth exploring.

Now go A.C.E. your experience!

Patient Engagement Pride: We All Can Use a P.E.P. Talk!

cheerleaderPatient engagement has become a confounding challenge in the world of healthcare. It isn’t enough to simply offer a portal; in order to successfully meet the requirements of Meaningful Use, patients actually have to participate. I mean, c’mon, what kind of tomfoolery is this?

Terms such as “obstacle,” “necessary evil,” and “setup for failure” were commonly uttered in conversations about this engagement initiative. Many were asking, “Why would a patient log-in to our portal?” and “How am I expected to drive adoption?” Therein lies the rub. There is a direct correlation between practice engagement and patient engagement. If a practice is willing to make a few adjustments to their attitude and behaviors around this initiative, it can be beneficial for all involved.

Remove Meaningful Use from the equation
You must be thinking, “Huh?” Forget about it. Engagement isn’t about meeting a government requirement, it is about better serving your patients. Though your practice specializes in medicine, you are in the service industry. Take pride in that. Your goal should be to create the best possible patient experience and outcomes. This will create a loyal patient base that will allow the business to thrive in an ever changing market.

Create value for your patients
Remember to make this about them. They need to know why it’s worth their time to create another user name and password. This is about translating features into benefits.

Feature: Availability of on-line forms
Benefit: Eliminates the need to show up 30 minutes prior to the scheduled appointment. You’ll have more time to spend on things that you like to do.

Feature: Secure messaging
Benefit: Avoid sitting on hold, playing phone tag, having your message lost or having your message improperly relayed. Your message will end up in the hands of the person that can best serve you.

Feature: Availability of medical record
Benefit: You have detailed medical information available 24 hours a day. If you can’t remember the name of that really effective medication that you recently took, it is only a few mouse clicks away.

Feature: Online Bill Pay
Benefit: I can pay from anywhere, at any time without having to search for a check and stamp.

Feature: Education and Care Compliance
Benefit: With the movement towards paying physicians for their outcomes, it is increasingly important to engage patients in their health and make it easier for them to comply with the care plan the physician prescribed.

Practice what you preach
Verbalizing value is one thing, ensuring that it exists is another. Make it a point to reply to messages quickly and do not be shy about using the portal to initiate conversation. Be mindful of the data that you’re entering in your EHR. If you’re taking shortcuts, the patient will know. If the patient has made you aware of pertinent medical data, ensure that is represented properly in their medical record.

Think about the possibilities
Now take a moment to think about how nice it would be for you if…

  • You had less congestion in your waiting room because intake forms were on file in advance
  • You had fewer repetitive phone calls from patients wondering why you haven’t returned their call(s)
  • You had fewer requests for miscellaneous medical details
  • You had faster turnaround times on payments due to on-line bill pay
  • You were able to see more patients but still leave on time

I’m personally challenging you to become engaged with engagement. By emphasizing its value and taking practice-wide pride in making your patient portal a success, you too, will see just how powerful of a tool it can be.