Level/Name/
Definition
Characteristics
Check box if present.
Comments
1
Informing
One-way communication through website whereas the hospital is giving out information but customer cannot communicate with the hospital through the website.
- GENERAL
- ð Information is displayed like a brochure with links to services available
1.0 Yes
- COMMUNICATION
- ð Phone numbers are listed somewhere on the website
- ð Information provided on how to make donations.
- ð Office hours are listed for bill payment.
- ð A phone directory available.
- ð Driving directions to hospital(s) or clinics provided.
- ð Address of facility listed on website.
2.1 yes; http://www.gradyhealth.org/contactUs.html
2.2 yes; http://www.gradyhealthfoundation.org/
2.3 yes; http://www.gradyhealth.org/patients/billing.html
2.4 yes; http://www.gradyhealth.org/contactUs.html
2.5 yes; http://www.gradyhealth.org/directions.html
2.6 yes; http://www.gradyhealth.org/directions.html
- SERVICES
- ð List of services provided by facility available.
- ð Within list of services, phone number and office hours provided for each.
- ð For Bill paying inquires, information provided.
3.1 yes; http://www.gradyhealth.org/search/services/
3.2 yes; have to select from list of services and then you receive a phone number and office hours.
3.3 yes; only receive information about insurance, what types of payment is accepted. No online payment accepted.
- HEALTH INFORMATION, EDUCATION, GROUPS
- ð There is a list of hospital-sponsored patient events.
- ð There is a calendar of up-coming classes, support group meetings.
- ð Contact information provided for any events, classes, or support groups.
- ð Link provided to Healthcare Medical Library but only definitions given only.
4.1 None could be found for patient. Only community events and health fairs at http://www.gradyhealth.org/volunteer/healthfair.html
4.2 Calendar for up-coming classes, but not support group meetings. http://www.gradyhealth.org/imaging/
4.3 Yes; once you click on a program the contact information, along with criteria is revealed.
4.4 No
2
Advanced Informing
Two-way communication exists where the information exchange has evolved giving customers the ability to interact in a limited manner for the hospital’s benefit.
Must have met all characteristics from previous level and at least 2 characteristics from this level.
- GENERAL
- ð Link provided for what on-line services are available
1.1 No
- COMMUNICATION
- ð Phone numbers are available in several places throughout the website.
- ð List of Health Insurance accepted at facilities.
2.1 Yes; between the numbers of different department of the services to the contact us page. You can also search for doctors receiving information to contact them as well.
2.2 No; states “Grady Health System accepts most private health insurance, Medicare, Medicaid and workers' compensation - please check with your provider.”
SERVICES- ð Medical forms can be printed from the website but still is mailed to hospital.
- ð Bill paying online is available.
- ð Able to make a donation to hospital or its foundation through the website only.
- ð Internet access available in hospital
- ð Can download some nonmedical “commonly used” forms to mail in. (ex. Power of Attorney, Volunteer Application, Financial Aid Application, etc.)
3.1 No
3.2 No
3.3 Yes; http://www.gradyhealthfoundation.org/
3.4 No
3.5 No; there is a volunteer application but you submit online. No new patient forms, ect to print. http://www.gradyhealth.org/volunteer/volunteer_ready.php
- HEALTH INFORMATION, EDUCATION, GROUPS
- ð There is a list of hospital-sponsored events, classes, and support group meeting with email contact information link provided
- ð First Aid information provided
- ð Videos available but not close captioned or available in other languages
- ð Medical information and internal health library with more than definitions
- ð Capability to obtain more information or sign up for event is available through internet
- ð Social Media such as Facebook, Twitter, YouTube
- ð “How to” instructions are available for patient education. Printing is allowed.
- ð “Care Pages” or “Caring Bridge” offered as an option to patient, only. (Outsource companies that maintain these websites where patient create their own personal medical journal.)
4.1 None could be found for patient. Only community events and health fairs at http://www.gradyhealth.org/volunteer/healthfair.html
4.2 No
4.3 Yes; Survivor stories. Not available in other languages. http://www.gradyhealth.org/news/video.html
4.4 No
4.5 Yes; if you click on services, it lists if you need more information call a specific number. http://www.gradyhealth.org/clinic/4/
4.6 Yes, has Facebook, Twitter, and Youtube. http://www.gradyhealth.org/news/
4.7 No
4.8 No
3
Collaborative
Communication between hospital and customer is collaborative and informative increasing interaction through the website.
Must have met all characteristics from previous levels and at least 2 characteristics from this level.
- GENERAL
- ð Links open up in new window or easily not to get lost moving through website.
- ð Each link has a consistent menu on every page.
- Links normally do not open in new window. If you search for something and click “visit” it will bring it up into a new window. I do not feel like it is set up the best way. Easy to get lost and not knowing where to go.
- Yes; five main links of Services, Doctors, Patients, Visitors, Careers
- COMMUNICATION
- ð Able to email a healthcare provider or care team
- ð A statement is provided as to expected response time
- ð Capability to leave messages to family and friends through a read-only patient website
- ð Wait times for ER, Urgent Care, or Clinic times are posted somewhere on website.
2.1 No; you can search for doctors by name, department, specialty, ect and it gives a telephone number but no e-mail address.
2.2 No
2.3 No
2.4 No
- SERVICES
- ð Capability of medicine prescription renewal but with limited capability (only by phone in; print off a form and mail in)
- ð Able to preregister for surgery and/or OB services
- ð Appointment scheduling requests can be made online but request is submitted and wait for response back from clinic or hospital; not available for all services
- ð Capability to receive medical tests results but with limited capability (either received it online if patient has previously login to a secure system or form to print off and mail in)
- ð Capability to sort classes or events by topic.
- ð Telecare available where daily phone calls or podcasts
- ð Capability to search for Doctor/Specialty/Facility.
- ð Capability of requesting medical record on CD.
3.1 Yes; prescription refills, medication requests call the pharmacy center. http://www.gradyhealth.org/patients/
3.2 No
3.3 No, must call the center directly http://www.gradyhealth.org/patients/appointments.html
3.4 No
3.5 No
3.6 No
3.7 Yes; Search by doctor’s name, specialty, gander/language, near you, or primary care doctor. http://www.gradyhealth.org/search/doctors/#panel:search-1
3.8 No
- HEALTH INFORMATION, EDUCATION, GROUPS
- ð Interactive health library where quizzes available, searchable capability, videos
- ð Provides an internal Patient Portal service
- ð Option: some Patient Portal service that directs patient to online personal health record site managed by outsource.
- ð “wellness” tools available may include cooking recipes, risk assessment tools available
- ð Capability to search for classes or/and events
4.1 No
4.2 No
4.3 No
4.4 No
4.5 Yes; must use the search bar
4
Empowered/ Engaged
Websites are user-friendly, mobile-enabled, and real-time responsive. Use of technology allows customer to manage health status and participate in proactive decision-making of healthcare treatment.
Must have met all characteristics from previous levels and at least 2 characteristics from this level.
- GENERAL
- ð Capability to view Hospital information in a different language.
- ð Website facilitates readability and minimalizes distractions (limit ads, have enough “white space”, use of drop down menus, etc.)
- ð Use of breadcrumbs or cascading menus or consistent template that facilitate navigation.
- ð Equivalent alternatives to auditory and visual content. (Transcript available, close captioned option on videos, etc.) Accommodates the use of assistive technologies.
- No
- No; I feel like the home page is very non-helpful. I think it is cluttered and I did not know where to start looking when I first came to the webpage.
- No cascading menus, templates were somewhat the same, but also differed depending on which link you clicked on to an extent.
- No
- COMMUNICATION
- ð Real-time chat services with healthcare provider or care team.
2.1 No
- SERVICES
- ð Real-time and interactive appointment scheduling
- ð On-site patient portals with automate data fill from appointments, tests, etc.
- ð Mobile apps that allow tracking of health conditions or reminders of appointments & yearly checkups
- ð Prescription renewal through email available.
3.1 No
3.2 No
3.3 No
3.4 No
- HEALTH INFORMATION, EDUCATION, GROUPS
- ð Health related videos available.
- ð Videos capability with other languages available.
- ð Capability to register online for a class or event.
4.1 No, just the previous videos related to survivors.
4.2 No
4.3 No
SERVICES