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Enabling Patient Communication with Our Secure Mobile App

Last year at this time, I was still working at a traditional fee-for-service practice. I was seeing countless patients, trying to squeeze as much as I could into my day, and would sit down at the end of the day to begin returning patient calls. By the time I called my patients, I would usually get their voicemail and thus would trigger a seemingly never-ending game of phone tag.

When I joined R-Health, I was excited about the opportunities provided by Direct Care. One of the most intriguing features of R-Health practices was the enhanced doctor-patient communication through a HIPPA compliant mobile app that is downloaded to both the physician’s phone as well as the patient’s.   Patients can use the app to communicate non-urgent medical questions at any time.  As part of my initial visit with new patients, I explain the app and how they can use it to communicate with me and my Health Guide. I have had patients reach out to me through the app, not only with medical questions, but have received follow up information after an appointment, photos of rashes, and pictures of medication bottles to verify names and dosage strengths.

And the best part – it eliminates the countless rounds of phone tag. Patients send me a message using the app, I return their message, and if needed, we can schedule a time that is convenient for us both for a call or an appointment.

After-hours, I can triage their care and often schedule them to come into the office that same day or next day. My Health Guide, our medical assistant, will often come in to the office the next morning and find that I’ve added patients to the schedule from our after-hours app communications.

You may be asking yourself, but how do you have any down time if patients can reach you 24/7?  What I’ve found to work best is that I schedule certain times in the evening to check the app and respond. I am clear with patients that the app is for non-urgent issues, and they should reach me on my cell phone for any urgent medical concerns. With this approach, I can maintain a great work-life balance while still being proactive and accessible to my patients.

I’ve also found that when patients know they can send me a message at any time, make an appointment with me the same-day or next-day, and generally have better access to me – they are more at ease. By building a trusting relationship, one with mutual respect and appreciation, I find I rarely receive inappropriate calls or messages during evening and nighttime hours.

Practicing in Direct Care – and with assistance of the mobile app – has given me back control. I can practice medicine the way that I think is most effective. I can spend the time I need with my patients, whether that’s face-to-face in the office, via text message on our secure app, or over the phone.

Dr. James Bancroft is a family physician at R-Health New Brunswick.

The R-Health Experience, Vol. II: True Mobility

Sarah, the mother of two young children, had been looking for a new doctor. Of the utmost importance to her was convenience since she is extremely busy with her kids. She had been looking for the right fit, but just couldn’t find it, until she got a postcard about Dr. Randi Protter’s practice at R-Health.

Like most people, she thought that what she was reading about R-Health sounded too good to be true, but she soon realized it was everything she was looking for.

“I love the mobile app. I developed a rash and instead of going to the office, I used the app to upload pictures and send it to Dr. Protter. She looked at the pictures, got back to me right away, and sent a prescription to my pharmacy. Not having to take my two children into the doctor’s office for me to be treated for something simple, was fabulous.”

Sarah has experienced a little bit of all the R-Health offerings. She got a same-day urgent care appointment, she has done her comprehensive wellness exam, and she loves to use the Spruce mobile app. For her, more than anything, she loves how Dr. Protter truly listens to her. “It’s so nice to talk to a doctor and have her actually listen.”

Sarah’s husband is also a member of R-Health and has been seeing Dr. Protter for almost a year. He recently had a cold that kept lingering for multiple days. He called the office, got a same-day appointment, and immediately had a prescription sent to the pharmacy.

“For us, the responsiveness of R-Health is so unique, we feel like we are privileged clients. We feel so lucky to have found Dr. Protter and R-Health.”

The R-Health Experience, Vol. I: The Best Thing to Happen to my Healthcare Toolkit

Last fall, Risa Morris went to the State’s Passport to Benefits event to learn more about the new benefit offerings. While there, she met the team from R-Health and learned that she could join an R-Health doctor’s office for free as part of her state health plan. She was intrigued and she signed up for the R-Health Ewing location, which was set to open in January.

When she heard about R-Health, Risa was excited but she also kept thinking there had to be a catch. Once the Ewing office opened in January, she realized there really was no catch and she was astounded by the level of care she received from Dr. Protter and the rest of her team.

“R-Health is a far superior doctor’s office,” said Risa. “My R-Health doctor helps me manage everything related to my health. She calls me just to answer my questions and I can e-mail with her anytime. It feels great to know that I have access and can just keep in touch on the little things.”

Risa also likes that she doesn’t have to try to remember everything that Dr. Protter tells her during each appointment. She can access a full overview of everything discussed at her appointment through the electronic patient portal and if she still has follow up questions, she just e-mails or calls Dr. Protter to review. Says Risa, “It’s refreshing that I don’t have to keep track of everything on my own.”

One of Risa’s favorite aspects of her R-Health doctor’s office is the ability to get her blood work done onsite, saying, “It’s so nice to have everything done in one place.”

With R-Health, Risa feels like she has her own concierge doctor, but without the added access fees, and of course, with no co-pays. “I used to wait hours to see my doctor and I felt like my time wasn’t as important as theirs. With R-Health, I never wait more than 5 or 10 minutes to see my doctor – it’s a miracle.”

When asked to sum up her R-Health doctor and experience, Risa said “I love Dr Protter. She is caring, warm and friendly, yet very professional and detail oriented. I have recommended her to all my friends. R-Health is the best thing to happen in my healthcare tool kit.”

Risa also thinks it is a great thing the State of NJ is offering Direct Care for those with state health benefits, noting “R-Health is far superior to other doctor’s offices.”