Hidalgo Medical Services Expands Digital Tools to Make Healthcare Easier to Access

SILVER CITY, N.M. – Hidalgo Medical Services (HMS) continues to expand the use of technology to make healthcare easier and more convenient to access for patients throughout Hidalgo and Grant Counties.

From scheduling an appointment after normal business hours to completing paperwork from home and checking in from a phone upon arrival, HMS is focused on giving patients more options to access and manage their healthcare when and where it is most convenient for them.

"Our communities are at the heart of everything we do at HMS," said Gretchen Cannon, Chief Financial Officer and Chief Information Officer at HMS. "We want to make it easier for people to connect with the care they need. By giving patients more ways to schedule appointments, complete paperwork, and manage their healthcare at a time that works for them, we are using technology to strengthen access and create a better patient experience."

Healthcare Information at Your Fingertips

The HMS Patient Portal and Healow App provide patients with secure, 24/7 access to many of the tools they need to manage their healthcare. Patients can view their health records and laboratory results, review medications, request prescription refills, securely message their care team, manage appointments, complete forms, update demographic information, and access billing and payment features.

Patients can access the Patient Portal from a computer or use many of the same features from their smartphone through the Healow App. The HMS Healow practice code is ADBGAA if you haven't downloaded the smartphone app yet.

HMS has also established a dedicated Patient Portal team to help patients enroll, troubleshoot login issues, and learn how to use the Patient Portal and Healow App. Patients who need assistance can call 575-800-1HMS (1467) and select Option 9 to connect with a trained Patient Portal Superuser.

Schedule or Request Care Day or Night

One of HMS's most significant digital access improvements is giving patients the ability to begin the appointment process 24 hours a day, seven days a week, rather than having to wait until a clinic is open to call.

For medical care, Healow Open Access allows patients to select an available medical appointment based on clinic, provider, date, and time from their phone or computer. This capability is available through HMS's digital scheduling options, including the Patient Portal and Healow App.

HMS has now expanded online access to dental and behavioral health as well. Patients can submit an appointment request online at any time of the day or night. After a request is received, an HMS team member reviews it and contacts the patient to complete scheduling.

This distinction is important: medical Open Access can allow patients to select available appointments directly (except for our same-day clinic), while the dental and behavioral health options are appointment requests that are followed up on by HMS staff. For our same-day clinic, options are similar to dental and behavioral health to request an appointment.

For patients balancing work, family obligations, transportation challenges and other responsibilities, these tools mean they no longer have to remember to make that first connection only during regular clinic hours. We encourage patients to leave a preferred phone number to be contacted when submitting the request.

A Faster, More Convenient Check-In Experience

HMS is also using Healow Check-In to improve what happens before and when patients arrive for an appointment. 

Patients can complete many registration activities electronically before their visit, including updating demographic information, verifying insurance information, completing forms and questionnaires, and signing consents.

When patients arrive at the clinic, they can use the "I Have Arrived" feature from their appointment text or the Healow App. When available and used within the required arrival window, this marks the patient as arrived without requiring them to re-enter the same information at a kiosk. HMS staff education specifically encourages this process as the fastest option and a way to avoid duplicate data entry.

The result is a more streamlined front-desk experience, less repetitive paperwork and a more convenient start to the patient's visit.

We know some patients experienced challenges using Healow Check-In several months ago, and we appreciate your patience. HMS worked closely with our vendor to identify and resolve those issues. If you tried the feature before and it didn't work as expected, we encourage you to try it again and experience the improvements that have been made.

Technology With a Human Connection

HMS's work goes beyond adding new software. Staff education has been an important part of the initiative so that HMS employees understand the tools and can help patients successfully use them. The organization has trained Patient Portal Superusers and provided staff education on Portal functionality, Healow Check-In, patient arrival workflows, and online appointment requests.

"Technology should make healthcare easier, not more complicated," Cannon said. "That is why the education and support behind these tools are just as important as the technology itself. If a patient isn't comfortable using the Patient Portal or Healow App, we have staff who can help them."

HMS's broader technology strategy continues to focus on patient access, patient engagement, care coordination, and workflow improvements. Internal planning specifically identifies the Patient Portal and Healow Check-In as technologies supporting patient access and more efficient care delivery.

Get Connected With HMS

Patients interested in using the HMS Patient Portal or Healow App can visit www.hms-nm.org  and select Patient Portal to get started. Patients can also download the Healow App to their smartphone and use HMS practice code ADBGAA.

For help enrolling, accessing an account, or learning how to use the Patient Portal or Healow App, call 575-800-1HMS (1467), Option 9, to reach the HMS Patient Portal team.

Hidalgo Medical Services is a private, nonprofit Federally Qualified Health Center serving communities throughout Hidalgo and Grant Counties in New Mexico. HMS provides integrated medical, dental, behavioral health, and other healthcare and support services designed to improve access, health, and quality of life for the individuals and families it serves.