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Submitted by Susan Leonelli - MedPlus/Quest Diagnostics

Segment Profile: Patients
· May have been frustrated in the past by slow or lost communication between their care providers, resulting in perception of delayed care or even harm
· Using the internet and email for their own communications, and don’t understand why doctors remain limited to faxing and mail
· Bothered by having to fill out the same information forms each time they see a different doctor
· Worried that their doctors don’t seem to talk to each other enough about their care, haven’t “heard the latest” in their medical story
· Assume doctors and hospitals can already get the information they need when they need it, such as when they arrive at the Emergency Department (don’t realize it’s often not available)
· Trust their doctors to engage other providers as needed
· Generally trust medical authorities (physicians, hospitals, labs, etc.), and state/local governments to protect their healthcare information

What They Need to Know:
· Concept of NHIN and NHIN-Direct in consumer terms
· Your doctors will now have an easier time communicating with each other about your care because there’s a new, secure way to share important test results and other records quickly, without having to rely on fax or mail delivery
· Quick, secure communication means faster response times and less delay waiting for results and scheduling tests, visits and treatments
· Any doctor who signs up can take advantage of this new system – they don’t need special software or to belong to a certain organization. It’s free for them to sign up.
· Transfer of your private data is encrypted and secure, and only takes place between the actual people involved in your care. There’s no risk of sending it out to the wrong person or accidentally posting it on the internet.
· For security reasons, you will not be able to receive data directly using this new system; only licensed providers can use it. You can still get copies of your data from your doctors upon request.
· Your doctor will be asking for your permission (consent) to send your data in this secure, electronic manner. You are not obligated to give consent. If you do not give your consent, your health data will be handled in the usual way according to your doctor’s policies.

· To Physicians: talking points or possibly collateral they can share with patients to encourage consent
· To Patients: reassurance that system is backed by ONC, designed to improve their physician’s ability to get information critical to their care when it’s needed
· To Media: plain-English talking points suitable for publication in consumer press

· Consumer Privacy watchdogs – engage them early?
· Perception that information is being “sent over email”
· Can we identify a way for patients to get copies?

Media ideas:
· Brochures for doctors’ offices
· Online ad with links for more information that physicians and consumer groups (such as AARP) can put on their websites
· Official NHIN-D Patient Consent form with messaging, downloadable by physicians
· Patient Answers webpage or tab on NHIN sites