From Calls to Clicks: Improving Resident Care with Electronic Access to Health Information at Richmond Terrace

Introduction

APANS (owned by Omni Quality Living) is a high-quality healthcare provider owning five long-term care (LTC) homes in Southwestern Ontario. The leadership team at APANS was looking for a solution to help with their customer's (residents' authorized representatives) need for valuable and meaningful access to health information. Clinical staff dealt with significant demands from family members seeking updates on their loved ones. Families, especially those deeply engaged in their relatives' care, regularly called for updates on:

• Health Status Updates:

Requests for updates on health changes, medications, meal and drink intake, and upcoming appointments were common.

• Critical Health Updates:

Immediate calls were required to notify families about major health events, such as new diagnoses, medication changes, falls, or strokes, leading to a high volume of calls on both ends.

• Mass Communication:

Robo-calls were used to broadcast general information to multiple families, but these were limited in interactivity and personalized engagement.

• Detailed Updates for Passionate Families:

Some families desired very detailed updates, asking about every minor change, which further added to the workload for staff.

Overall, staff frequently fielded calls that disrupted their routine, often handling repetitive questions and detailed requests that, in many cases, could be addressed through standardized updates.

The Solution

APANS partnered with Evoke Health to implement a comprehensive platform that integrates with PointClickCare and centralizes family communication by providing access to health information, messaging, newsletters, home updates, consents, calendar events, and electronic invoicing. The platform centralized health updates, messaging, consents, calendars, and more.

The Implementation

The initial rollout of Engage⁺ began at Richmond Terrace, an innovative 128-bed LTC home in Windsor, Ontario, known for its high-quality, compassionate care in a home-like environment. The clinical team at Richmond Terrace first conducted an audit of resident contact information to ensure all necessary consents were in place for electronic access.

In June 2022, Evoke Health's family portal launched at Richmond Terrace, offering the following features to residents and their authorized family members:

• 24/7 Health Records

Family members now had 24/7 access to historical and current medications, vitals, conditions, immunizations, care plans, activity notes, physician notes, fall notes, and dietary records.

• Mass Notifications

Multi-facility notifications and updates.

• Home Updates & Newsletters

Distribution of newsletters, event announcements, and activity details.

• Appointment Scheduling

Ability to view, book, and manage visitations and appointments.

• Consent Collection

Digital collection of consents for annual vaccines and clinics.

• Care Team Directory

A complete list of care team members for easy reference.

The rollout was seamless and required no additional workload for staff. Residents and families at Richmond Terrace were onboarded automatically through the “contact information” in PointClickCare, and staff could log in using their PointClickCare credentials. The platform’s intuitive interface enabled both families and staff to use it effectively with minimal training.

The Results

From June 2024 to November 2024, 121 family members representing 107 residents at Richmond Terrace have been invited to activate and access Evoke Health's family portal. Important highlights:

Before the portal, family communication relied heavily on phone calls. The resident portal transformed family access to information and communication with staff. They could now turn those calls to clicks. The benefits have been significant from all perspectives including:

Health Information Access

Families can now directly access vital health information through the portal, significantly decreasing the number of calls to staff for routine updates. This has empowered families to stay informed about their loved ones' care without feeling the need to repeatedly call for information.

Positive Feedback

The portal has also become a platform for families to provide positive feedback about the care their loved ones receive. Recognizing staff efforts boosts morale and fosters a culture of appreciation, highlighted by programs like Shining Star and Employee of the Month.

Collaboration & Engagement

Although some families still call to clarify specific information from the portal, the questions have shifted from basic updates to inquiries pertaining to resident’s care needs. For instance, a family called to discuss a sudden decline in resident weight. This shift indicates that families are engaged and want to collaborate with home to improve their residents' well-being.

Laura Scott, the Director of Operations of Omni Quality Living, who oversees APANS homes, says:

Operational Impact

Staff members, particularly those in leadership roles, have noted a decrease in calls directed to floor nurses. This change allows nurses to focus more on providing care rather than managing calls, enhancing overall productivity.

Addressing Concerns

While some families, particularly those less familiar with technology, initially felt overwhelmed by the portal, efforts to educate and assist them in account activation have proven beneficial. The staff and Evoke Health team dedicated time to guiding these families through the setup process, ensuring that they felt comfortable using the new system.

Concerns from the nursing staff regarding families accessing information in PCC were found. However, the leadership educated the staff to understand that families have the right to access their loved ones' complete medical records, alleviating staff worries about sharing information.

Conclusion

The resident portal has not only reduced the volume of phone calls but also fostered a collaborative environment where families feel empowered to engage with their loved ones' care. By providing access to health information and facilitating direct communication, the portal enhances resident care and supports the well-being of both families and staff.

This partnership demonstrates that sharing health information through the portal is beneficial and can transform how care is delivered, ultimately contributing to an improved experience for everyone involved in resident care.