Introduction
MyChart activation is the step where a patient creates their MyChart account, usually from an activation code on their after-visit summary, a text message link or an in-clinic signup. Activation is the gateway to everything MyChart offers, from messaging and test results to Fast Pass and Emmie. The prompt: at one health system, MyChart activation among new patients dropped from 70% to 55% over two months after a quarterly Epic upgrade. Find the root cause. Epic's customers own their configuration, so the investigation must look at both Epic software changes and how the customer has set them up.
I'll clarify, rule out external factors, map the activation journey, break down the metric, gather data, form and test hypotheses, then decide on a resolution.
Step 1
Clarifying Questions (3 minutes)
- Hypothetical answer: New patients (first visit) who activate MyChart within 30 days of their first visit.
- Impact: Delays in activation could also show up as a drop.
- Hypothetical answer: One health system; other customers on the same release show no drop.
- Impact: Suggests local configuration or operations, not a universal software bug.
- Hypothetical answer: The organisation took a quarterly upgrade, opened two new urgent care clinics and switched its text messaging vendor.
- Hypothetical answer: Not yet known.
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