Patient engagement in a pandemic: your top questions answered

Q: Is there a way to email our current patients with COVID-19 updates and information? Is documentation available on how to do it?

A: The best way to email current patients is through Appointment Broadcast in Greenway Patient Messaging (GPM). You can find a help page with documentation by clicking here.  

Q: How can I encourage patients to go to the portal?

A: Using GPM, you can send patients messages with a link to the portal. By letting them know that they can use the portal to schedule future appointments, send messages to the practice, and request prescription refills, you give them additional reasons to use the portal.

Q: How can I convince patients to share their email with the practice?

A: Let patients know that by sharing their email address, they can access their health information online, request appointments, request prescription refills, and pay their bills electronically. This is because their email address is the key to their patient portal.

Q: Our GPM voice messages feature a "professional" voice. If I make a voice message on the fly, will it result in a voice that sounds computerized?

A: Your practice has a couple of options for this.

• You can record your own message and upload it to the media library for use in messages.
• You can use the built-in text-to-speech functionality to quickly create and edit messages. A number of sites use this option for improved voice quality. To hear how your message will sound, type out the planned message and use the preview functionality to have it send to your phone.

Q: How can I determine which version of Intergy my practice uses?

A:

• Open Intergy Practice Management (PM), select Help, then About Intergy.
• Open Intergy EHR, select the top left drop down, then About Intergy.

Q: Are the features described on the webinar available for Intergy only? I do not see the options in our portal.

A: All features highlighted on the webinar are available for both Intergy and Prime Suite. For help accessing these features, please log a ticket on My Greenway.

Q: Is there a way to provide a link to a document that might be longer than what we would typically send in an email, or to send this document as an attachment? (For example, a detailed letter about practice guidelines.)

A: To upload documents to the patient portal, log in to Myhealthrecord.com as an admin, then navigate to documents and forms. Once the file is uploaded and published, patients can see it in the corresponding documents and forms section when they log in. Promote the use of the patient portal as the place you will post such information.

Q: How do I send an email blast to all patients?

A: Currently, GPM supports sending messages to patients who have been scheduled before or are on the schedule for a future appointment. This feature is called Appointment Broadcast. Click here to learn more.  

Q: Can I use the system to send messages to patients who have not been seen in the last year?

A: At this time, the system is tied to the schedule and relies on that schedule data in order to generate messages.

Q: Can I send an email through the system if the patient selected text as their preferred communication method?

A: You cannot. Messages are sent based on the preferred contact method the patient has set and will only send via the channel they have selected.

Q: If a patient’s preferred method of contact is not selected, will the broadcast method default to one method over another?

A: No, the GPM system relies on the preferred method to be sure we are contacting patients in the method they prefer.

Q: What is a TSYS user? Does that refer to a credit card?

A: TSYS is the patient payment vendor integrated with Greenway Patient. TSYS is one of our Marketplace Partners and can be contacted by filling out the form on their Marketplace page. If you choose TSYS as your merchant, payments made within the portal will be reconciled within Prime Suite or Intergy.

Q: Where can I find the toolkit outlining how patient portal engagement is reimbursable?

A: Reimbursement for these services is based on contract and carrier. Please visit My Greenway for more information.

Q: Do you have templates for COVID-19 telehealth encounters?

A: Yes. You can find all our COVID-19 templates — as well as instructions for downloading and importing the templates into your system — in our COVID-19 resource center on My Greenway.

Q: How can I handle a telehealth visit now?

A: We dedicated a recent webinar to telemedicine billing. It covers different types of telemedicine services, coding considerations, and how to navigate information from different payers. You can view the webinar by clicking here.