Listen: Electronic Health Records (EHRs) are indispensable tools for clinicians and executives, providing seamless medical record management and operational oversight. However, despite their immense value, they are not always designed with the patient in mind. One key area where this becomes evident is in portal adoption rates. A 2023 study published in JAMA Network Open found that there remain massive “techquity gaps” (read: disparities in) patient portal adoption. We don’t believe that low adoption points, necessarily, to a problem with the EHR or the portal itself—there are countless underlying causes that need solutions that have nothing to do with shutting down one system just to start all over again with another.
It could be that many are suffering from “portal overload,” where patients receive multiple portals from different providers—such as a primary care physician, a hospital system, and a behavioral health provider. The result is an untenable pile of logins and passwords. Certain patient demographics simply just don’t adapt to the technological requirements of portal-based care. Regardless of the root cause, the challenge is clear: how can we improve patient engagement?
The Solution: Portal-Free Engagement
Mend’s patient engagement tools offer a streamlined, portal-free experience. Patients can complete forms and screeners, check in for appointments, communicate with providers, make payments, and manage appointment times—all without needing another username and password. By integrating with existing EHRs, Mend provides access points that are focused entirely on patient needs. There’s no need to replace a system that is already working well for clinicians and executives—just fill in the gaps with a platform tailored for mental and behavioral healthcare workflows.
Patient Self-Scheduling: Passive Patients become Active Participants
Scheduling is another area where EHRs perform well—for the organization. Typically, scheduling control is on the provider’s side, with patients having little to no influence over the process. This imbalance is often reflected in no-show rates, which can soar into double digits. Studies have shown that when patients actively participate in their care, they are more likely to adhere to appointment schedules and treatment plans.
Mend’s Patient Self-Scheduling allows clients to book, reschedule, or cancel appointments through an intuitive, user-friendly platform. Patients are no longer passive participants but are instead actively involved in their care plan. This engagement has been shown to lower no-show rates and increase provider utilization, making it easier for organizations to serve more clients efficiently—all without the need to undergo a massive EHR replacement.
Real-Time Patient-Reported Outcome Data
Patient-reported outcome data (PRO data) in real-time? It’s a necessity for ALL segments of healthcare. But how can an EHR be expected to provide every vertical with the fine-grained data that would actually represent the intricate— and often subtle— representations of a patient’s condition while satisfying the unique needs of the therapists working in mental and behavioral health settings? EHRs may even store this data, but are your providers able to access or utilize it when it’s most impactful—before, during, and after patient visits in real time?
Mend addresses this gap by making it easy for patients to complete digital forms and screeners before their appointments, with timely reminders ensuring that critical information is captured. This data is then delivered directly to the provider, allowing them to prepare more effectively for upcoming sessions. Providers gain valuable insights into a patient’s mental and emotional state even before they walk into the room (or sign into a virtual session). This ensures the provider is equipped to deliver personalized, impactful care. Patients, in turn, feel seen, heard and understood, knowing that their provider has the necessary data to address their concerns right from the start.
Automated Payments: Closing the Revenue Loop
Patient payments are typically handled with somewhat (there’s a spectrum here) manual processes where the EHR is integrated with a payment processing system. Left out of the equation are modern patient expectations for ease and convenience. Research suggests that patients are increasingly familiar with automated payment methods in other industries and expect the same from their healthcare providers . Without automated payment options, behavioral healthcare organizations quickly begin to struggle with growing stacks of uncollected payments.
Mend’s Automated Patient Payments offer a seamless, automated solution to this growing problem. Patients can set up recurring payments and complete transactions without jumping through hoops. Again, no need to replace the EHR—just fix the gaps that have emerged in patient payment management.
Mend The Gap
At Mend, we think that EHRs are accomplishing what they need to for clinicians and executives across the healthcare spectrum. But gaps arise when it comes to distinct healthcare verticals—each with its own patient engagement needs. No exception can be made for mental & behavioral healthcare, which has unique, nuanced components of its healthcare workflow, scheduling, payments and real-time data needs. An EHR cannot be expected to cover every need, so Mend’s tools are designed specifically to bridge the naturally occurring gaps, making patient engagement seamless and accessible without overhauling systems that already work well in other areas. Mend The Gap means making patient-centric care easy, automated, and accessible while ensuring that mental and behavioral healthcare organizations maximize efficiency and minimize administrative burden. By closing these gaps, we allow behavioral healthcare providers at CMHCs, SUD wellness organizations, and outpatient mental health facilities to focus on what matters most: delivering excellent care.
