Health Information Portal (HIP) Frequently Asked Questions
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HIP Kiosk
Q: How do I control the HIP system?
A: A small application is loaded onto one of the practice PCs (usually one in reception) and when the system is fingerprint enabled it enables the practice to register patients. It also controls the messages and settings on the HIP system; the kiosk itself does not have a mouse or keyboard. Your practice just requires a spare IP address for connection to the system.
Q: Can I self-brand the product?
A: The onscreen system is programmed during installation to display a welcome message with the name of the practice included.
Q: Does the kiosk accommodate disabled users?
A: The floor-mounted kiosks are the correct height and width for wheelchair users.
Q: Where should the kiosk be situated in a room?
A: Ideally the back of the kiosk should be at ninety degrees to a wall to avoid passers-by trying to view the screen; try to leave sufficient space for disabled users. The kiosk only requires a power and data point.
Q: How can the patient be sure that no one else can see the kiosk screen?
A: The kiosk is designed to maximise confidentiality; the screen has a polarised filter which means that the screen has to be viewed centrally otherwise it appears totally black.
Q: Is the kiosk damage resistant?
A: The kiosk screen is made from toughened glass, the kiosk is heavy (80kg) and can be fastened down.
Registering to use HIP
Q: How does the patient register their fingerprint?
A: The whole process only takes a few minutes.
1. The patient reads and signs a patient consent form, this is scanned and added to their medical record.
2. The receptionist searches for the patient on the system and then takes 3 scans of the patients finger using a fingerprint mouse, this takes about 20 seconds
Q: How is the patient’s fingerprint stored?
A: The fingerprint is not stored as an actual image; the system converts the fingerprint into a ‘biometric string’ which is a list of numbers that represent the fingerprint, it can only be used to re-identify a patient’s fingerprint. The biometric data is stored in a secure database on the kiosk within the practice.
Q: Is the patient’s fingerprint backed up?
A: Yes both on the kiosk and the clinical server.
Q: What happens if the fingerprint scan fails when the patients try to use the HIP?
A: The system prompts the patient to report to reception.
Q: How does the system handle multiple patients with the same date of birth and gender?
A: If there is more than one patient who has the same sex and date of birth, each patient will be allocated a number to use with their date of birth when they log on to the system.
Q: Why use fingerprint ID?
A: Patients do not need to remember a password or swipe card. The fingerprint capture is not a total image so it is not like that of a police record; approximately 70 points on the fingerprint are scanned and these form a mathematical list of numbers. When the patient wants to log on to the HIP the system matches the 70 point scan with the list of numbers held on the system; the whole fingerprint can never be recreated.
Note: Patients only need to use fingerprint security to access their medical record, all the other areas of the system can be accessed as these are available to all patients.
Q: What happens if a patient leaves the kiosk without logging off the system?
A: If no action has been performed for 30 seconds the system automatically logs out.
Ordering HIP
Q: How can I obtain further information on the product?
A: Contact Central Operations telephone 0845 125 5529 or visit www.emis-online.com/commonroom and use the online shop.
Q: How can I order the product?
A: Contact Central Operations by telephoning 0845 125 5529 or email orders@e-mis.com
General questions
Q: How is the portal updated with upgrades, for example, when new languages are added?
A: A patch to the practice server updates the system, small changes, for example, language additions are updated in this way.
Q: Can Egton automated arrivals be linked to HIP?
A: Yes the same interface can be used to avoid the need for multiple interfaces. However it is advisable not to link the two because if a patient wants to view their medical record for ten minutes a queue would form for patients wanting to book in, they would then go to reception instead therefore negating the benefits of automated arrivals.
Q: Can the HIP portal be left on for over 24 hours?
A: Many practices leave their systems on for 24 hours a day and there has only been one-reported issue of screen burn from over 800 kiosks in the last 4 years.
Q: Does the HIP portal go into ‘hibernate’ mode if it is not used for some time, and would this affect patients accessing the information at any time of day or night?
A: There is no ‘hibernate’ mode, but a reboot occurs at 6am, so if a patient was using the kiosk at that time they would have to wait about 3-5 minutes whilst it rebooted. The time of the reboot could be changed to an earlier time however there are likely to be minimal numbers of patients at these times so the reboot should not cause a problem.
Q: Can practices upload their own questionnaires onto the HIP to collate data across the PCT area?
A: Yes this is possible.
Q: Is there a specific type of paper required for thermal printing?
A: A4 thermal printer paper on a roll is required; this can be purchased externally or via EMIS Central Operations department.
Q: When HIP is installed does the engineer bolt it down and fit it fully?
A: The engineer fully fits the HIP kiosk, but does not bolt it down. There are bolt holes included in the design of the HIP kiosk and if required it can be arranged for Electrotech (who provide the cabling installation for the kiosks) to bolt it down, if no one in the practice is able to do it.
Q: What are the training arrangements once the HIP kiosk has been installed?
A: The engineer provides the training at installation.
Q: Are there different languages on the initial screens that instruct patients how to access the information?
A: Not at the moment, however if a development request is submitted listing what languages are required it will be
considered.
Q: Is there any management software that can monitor the use of the HIP?
A: No, but if a development request is submitted it will be considered.
Q: Can the HIP kiosk be used to book another appointment via EMIS Access so that the patient does not have to wait at a busy reception desk?
A: Yes, HIP can be used to book appointments and repeat prescriptions through EMIS Access. This is an appropriate use of the kiosk because it will help free up time receptionist time and reduce the number of people waiting in the reception queue. There are many benefits to booking via HIP, for example, lower DNA rate as patient’s can spend more time finding the appointment that is the most suitable for them.
Addressing GP concerns
Q: Will allowing patients access to their medical record result in an increase in complaints?
A: There is no evidence to suggest that there is an increase in litigation when patients can see the thinking behind some of the decisions in their medical record. Evidence suggests that good relationships are improved.
Q: Will allowing patients access to their medical record result in an increase in consultation time?
A: Clinicians worry that patients will want more explanation and ask more questions. Experience shows that access appears to be time-neutral, some patients do take longer but research shows that:
- Access to their medical records results in patients keeping their consultations short; they consult the data beforehand and only ask what they need to know.
- One research paper showed that there was no increase in consultation time.
- The practice will in the long term save time when patients can look up their information without consulting anyone at the practice, for example, allergies, immunisations, and forms.
Q: Will I have to change the way I write?
A: It is helpful if a clear writing style is used, however patients reading handwritten records say that they understand 70% of the record.
It is advisable not to write anything that you don’t want the patient to see, derogatory comments are unacceptable.
It is best to be honest, for example, explain that a colonoscopy is looking for cancer rather than write notes to yourself that the patient may see in the future.
Third party information given to clinicians should be handled carefully, for example, when a mother tells you about her son’s behaviour and ask you to intervene without revealing the source.
Recording speculative differential diagnoses is only a problem if they have not been discussed with the patient.
Try to achieve a reasonable understanding of the HIP system so that you can answer patient queries.
