The healthcare landscape has grown in many ways. Virtual appointments and digital tools are significant in delivering and receiving care now. Digital access and literacy are also important factors that impact the care a patient can receive.
Results from a survey sent out to 250 patients showed that 70.5% believe MyChart and other digital tools could help them take better care of their health. 82% are open to the idea or are curious to learn more about using digital health tools.
Two years ago, Hennepin Healthcare launched the Digital Equity Experts (DEX) to help address this barrier to care. The DEX program seeks to improve digital access by providing hands-on support to patients who need it. Digital navigators are at the bedside to assist patients by setting up their MyChart account and connecting to their email. The digital navigators can also provide patients with resources and referrals to programs for affordable or free hardware and broadband solutions.
There is currently one full-time digital navigator, joined by 2-3 part-time volunteers who are out on the floor meeting with patients. Digital navigator Anisa Sharif Abdinassir said patients are often frustrated and nervous about using things like MyChart. "Digital literacy in general, like how to access their emails, feels intimidating to many patients. When you take the time to sit down and help them, it's nice to see the helplessness go away."
On a typical day, Anisa meets with patients, and they connect through a digital literacy survey to see where she can support them. The most common things she helps with are setting up MyChart, preparing for a telehealth appointment, and virtual discharge.
"I worked with a patient who needed help setting up their MyChart account but couldn't access their phone because they had forgotten the PIN." Working with an interpreter, Anisa was able to help the patient regain access to their phone. Afterward, she walked them through MyChart, ensuring they understood how to use it. "Although it took about an hour, it was incredibly rewarding to see them successfully connect to their care, showing how critical this service is for patients needing digital assistance."
Since the start of the DEX program, in the areas where they have focused their efforts, MyChart activation in the hospital has increased from 31% to 51%. There are plans to expand the digital navigator team, connect to more teams, and spread the word that they are here and available to help the patients.
