Cases of Good Practice
In general, the current healthcare model is centred in resolving problems and not in providing welfare to the general public. In Ribera, we believe that, in order to guarantee a healthier world, it is necessary to maintain an optimal welfare state which reduces the risks of diseases. This implies going beyond allocating resources only to those who suffer an acute or a chronic illness. Therefore, it is necessary to identify the segments of the general public to whom we can tailor healthcare programs. Though it might seem paradoxical, population health management requires personalized medical care. To do this, each patient must participate in the process of sharing information about the status of their health and collaborate with prevention campaigns and care provision plans in their community. We need to collect this data, analyse it, understand it, and extract the knowledge which will lead to the action. Population health management is a cyclical process which mandates the continuous analysis of results. Its proper implementation requires a strong commitment to the examination of data so as to identify and peruse segments, take the necessary measures, and monitor results.
Ribera Salud, through its program YOsalud, oversees efficiently the healthcare needs of the general public. YOsalud is an interactive portal which Ribera has made available for all of its patients. It gives them access to all of the information related to their health, their medical records, appointment management, follow-up on chronical processes, and the ability to share the information healthcare providers need without having to move to a healthcare centre. This tool offers a space that enables health promotion and disease prevention. Through each of the web pages of each healthcare department that Ribera runs, the patient registers their data, which is then verified in the organization’s database. Next, the user receives a password on their phone in order to complete the registration process. From this point onward, the user can:
→ Request primary care appointments, radiology, and receive first appointments for external consultation.
→ Follow up on chronic medical processes.
→ Know the waiting time in each Out-of-Hours of their health department.
→ Receive information and advice about vaccination and health promotion campaigns.
→ Receive the listings of all of their pending appointments and confirm, change or cancel future ones in specialized care.
→ Attach to their medical history any documents or medical reports from other public or private centres.
→ Establish a line of communication with healthcare professionals through online services or electronic text messaging.
→ Access lab work results and discharge reports.
“As of right now, the primary means of communication between healthy citizens or chronic patients, and their Primary Care team is the YOsalud (in English, IHealth) portal. Here, users can find an array of services; from campaigns promoting healthy habits to advice on dealing with major chronic pathologies, to self-assessing their own health status. It is therefore an environment designed for any citizen to find useful information; something as simple as a patient being able to send a message to their doctor from their phone in real time or requesting a specific report.”
I think it’s great and, somehow, it also contributes to break with the constraints that we may find in the current healthcare system. The citizens who belong to the Health Departments operated by Ribera can deem themselves lucky to have these tools, which are hard to find in other centres. Personally, I find incredibly motivating that I can offer these solutions to the citizens in their daily lives.
Francisco Ballesta
Product Owner of Cynara Citizen and Coordinator of the Unit of Population Health Management of Ribera Salud
That is the average waiting time for a Primary Care appointment in the Health Departments in Torrevieja and Vinalopó, the latter of which is managed by Ribera Health Group. That is five times lower than the rest of the health centres of the different Valencia Region departments and a direct result of the implementation of the YOsalud portal.
One of the most highly valued features of the portal is the chat with one’s doctor and nurse, as it allows the patient to solve doubts without needing to go to the health centre. This option facilitates tracking chronic patients and gives peace of mind to both patients and families when the need to consult a healthcare professional arises.
During the pandemic, and especially the first wave that led to lockdown, the portal’s use increased rapidly. You can find a comparison of the main indicators from March, April and May 2019 with those for 2020.
March
April
May
Hospital
Universitario
Vinalopó
146,93%
154,50%
226,13%
Hospital
Universitario
de Torrevieja
58,33%
232,19%
333,49%
Calle Santiago Ramón y Cajal, número 43, 2ª planta Elche 03203 (Alicante)