Smarter Week

How to automate it

How to automate “work through the EHR inbox: patient messages, results and requests”

Here are 2 ways to spend less time on this, best first. Each comes with steps you can follow today.

60 min
typically, every day
40%
of the time can be automated
Some setup
to set up

Fix 1 of 2

Process fixBest fix

Share the inbox with the team using clear protocols

MAs and nurses handle normal results, refills and routine messages under written protocols, so clinicians only see what needs them.

Typically saves about 35% of the time2 h to set up
  1. 1List the message types in your inbox for one week.
  2. 2Agree which ones nurses or MAs can handle under a protocol (normal results, routine refills, forms, scheduling).
  3. 3Set up pools or routing in the EHR so they go to the team first.
  4. 4Review the protocol monthly.

Tools: Your EHR (Epic, Oracle Health, athenahealth, eClinicalWorks, NextGen or similar)

Fix 2 of 2

Software feature

Turn on the EHR's AI-drafted replies for patient messages

Epic and other EHRs now offer AI-drafted replies to patient portal messages and summaries of long threads. You edit and send instead of writing each reply.

Typically saves about 20% of the time15 min to set up
  1. 1Ask your clinical informatics team whether AI message drafts are switched on for your department.
  2. 2Use the draft as a starting point; edit for accuracy and tone.
  3. 3Never send a draft without reading it in full.
  4. 4Give feedback in the tool when drafts are wrong.
  5. 5Only use tools your organization has approved and covered by a HIPAA business associate agreement (BAA) for anything with patient information.

Tools: Epic Art (In Basket AI message drafts) · Oracle Health Clinical AI Agent · athenahealth AI features · Microsoft Dragon Copilot

Quick wins

Have you tried…

Have you tried the AI-drafted replies for patient messages in your EHR?
Some EHRs, including Epic, can now draft a reply to a patient message for you to edit and send. Your informatics team can tell you if it is switched on.

Who does this task

Roles in our library that list this as one of their common tasks. Each guide covers the rest of that role’s week.

NursePhysician / clinician

HourLeak · the 8-minute work audit

How many hours does this cost you?

The free 8-minute check works out where your week goes and gives you your top fixes. The team scan does the same for everyone and adds it up, so you know which leaks to fix first.

Take the free check Scan my team, $49

Answers are anonymous. Leaders only see team totals.

Other common tasks for Nurses