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Touchless Arrivals Using MyChart Minimize Contact at the Clinic

At WakeMed Health and Hospitals, patients can skip the check-in desk to prevent the spread of COVID-19

A doctor’s visit typically involves parking your car, checking in at the front desk, and taking a seat in the waiting room. Patients interact with a number of people before they see the doctor, and each interaction adds risk during the COVID-19 pandemic. Health systems like WakeMed Health and Hospitals in Raleigh, North Carolina, are using MyChart to facilitate a different kind of clinic experience.

Patients with upcoming appointments at WakeMed get email reminders to check in before they arrive. They can pay copays, sign forms, and update health information, such as allergies, using MyChart. That information is immediately visible to staff.

When patients park at the clinic, MyChart uses geolocation to prompt them to confirm their arrival and finish checking in on their phones if needed. Front desk staff see each patient’s arrival status so they can send a message through MyChart when a room is ready for a patient waiting outside. There’s no stop at the front desk, and rooming goes more quickly because patients’ basic health information has already been updated.

WakeMed also uses MyChart to reduce wait times in EDs and urgent cares. Patients can see wait times and let staff know when they’re on their way.

“Before the pandemic we had barely scratched the surface of digital patient engagement,” said Dr. Chris DeRienzo, Senior Vice President and Chief Medical Officer.  “This past spring, we not only used MyChart to dramatically expand access to telehealth visits but learned we could also leverage its touchless workflows in our efforts to safely re-expand access to in-person care as well.”

See the touchless arrival process in action at Scripps Health in San Diego in their Curbside Arrival video. Epic community members can learn more about minimizing contact during patient arrival in the Managing Coronavirus Disease 2019 (COVID-19) With Epic documentation on the UserWeb.