Improving the patient experience through patient portals: Insights from experienced portal users

Background: Patient portals have become part of the ecosystem of care as both patients and providers use them for a range of activities both individually and collaboratively. As patients and providers gain greater experience using portals, their use and needs related to portals may evolve. Objective...

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Autores principales:	Cynthia Sieck, Jennifer Hefner, Ann McAlearney
Formato:	article
Lenguaje:	EN
Publicado:	The Beryl Institute 2018
Materias:	patient portals patient engagement patient experience communication qualitative research Medicine (General) R5-920 Public aspects of medicine RA1-1270
Acceso en línea:	https://doaj.org/article/11c8bbef1eb94a91975fe20b2c2f64c6
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spelling	oai:doaj.org-article:11c8bbef1eb94a91975fe20b2c2f64c62021-11-15T04:25:59ZImproving the patient experience through patient portals: Insights from experienced portal users2372-0247https://doaj.org/article/11c8bbef1eb94a91975fe20b2c2f64c62018-11-01T00:00:00Zhttps://pxjournal.org/journal/vol5/iss3/8https://doaj.org/toc/2372-0247Background: Patient portals have become part of the ecosystem of care as both patients and providers use them for a range of activities both individually and collaboratively. As patients and providers gain greater experience using portals, their use and needs related to portals may evolve. Objective: This study aimed to learn from experienced patient portal users to improve our understanding of their perspectives on portal use for collaboration and engagement as well as explore how using a portal influenced their experiences with primary care providers. Methods: Qualitative study involving 29 semi-structured interviews with family medicine patients from a large Academic Medical Center (AMC). Interviewees were patients with chronic conditions who had been identified by their providers as experienced portal users. Interview transcripts were analyzed using rigorous qualitative methods. Results: Common themes emerged around both logistical and psychological benefits of portal use. Logistical benefits included increased efficiency, improved ability to track their health information, and better documentation of communications and information during and between office visits. Psychological benefits were a greater sense of collaboration in care, increased trust in providers, and enhanced engagement in health care activities. Conclusion: Experienced portal users discussed ways in which patient portals improved both their ability to manage their care and their relationships with providers. Frequent users described a sense of collaboration with their providers and greater trust in the relationship. These findings suggest that portal use may be a mechanism through which patients can increase patient engagement and improve the patient experience.Cynthia SieckJennifer HefnerAnn McAlearneyThe Beryl Institutearticlepatient portalspatient engagementpatient experiencecommunicationqualitative researchMedicine (General)R5-920Public aspects of medicineRA1-1270ENPatient Experience Journal (2018)
institution	DOAJ
collection	DOAJ
language	EN
topic	patient portals patient engagement patient experience communication qualitative research Medicine (General) R5-920 Public aspects of medicine RA1-1270
spellingShingle	patient portals patient engagement patient experience communication qualitative research Medicine (General) R5-920 Public aspects of medicine RA1-1270 Cynthia Sieck Jennifer Hefner Ann McAlearney Improving the patient experience through patient portals: Insights from experienced portal users
description	Background: Patient portals have become part of the ecosystem of care as both patients and providers use them for a range of activities both individually and collaboratively. As patients and providers gain greater experience using portals, their use and needs related to portals may evolve. Objective: This study aimed to learn from experienced patient portal users to improve our understanding of their perspectives on portal use for collaboration and engagement as well as explore how using a portal influenced their experiences with primary care providers. Methods: Qualitative study involving 29 semi-structured interviews with family medicine patients from a large Academic Medical Center (AMC). Interviewees were patients with chronic conditions who had been identified by their providers as experienced portal users. Interview transcripts were analyzed using rigorous qualitative methods. Results: Common themes emerged around both logistical and psychological benefits of portal use. Logistical benefits included increased efficiency, improved ability to track their health information, and better documentation of communications and information during and between office visits. Psychological benefits were a greater sense of collaboration in care, increased trust in providers, and enhanced engagement in health care activities. Conclusion: Experienced portal users discussed ways in which patient portals improved both their ability to manage their care and their relationships with providers. Frequent users described a sense of collaboration with their providers and greater trust in the relationship. These findings suggest that portal use may be a mechanism through which patients can increase patient engagement and improve the patient experience.
format	article
author	Cynthia Sieck Jennifer Hefner Ann McAlearney
author_facet	Cynthia Sieck Jennifer Hefner Ann McAlearney
author_sort	Cynthia Sieck
title	Improving the patient experience through patient portals: Insights from experienced portal users
title_short	Improving the patient experience through patient portals: Insights from experienced portal users
title_full	Improving the patient experience through patient portals: Insights from experienced portal users
title_fullStr	Improving the patient experience through patient portals: Insights from experienced portal users
title_full_unstemmed	Improving the patient experience through patient portals: Insights from experienced portal users
title_sort	improving the patient experience through patient portals: insights from experienced portal users
publisher	The Beryl Institute
publishDate	2018
url	https://doaj.org/article/11c8bbef1eb94a91975fe20b2c2f64c6
work_keys_str_mv	AT cynthiasieck improvingthepatientexperiencethroughpatientportalsinsightsfromexperiencedportalusers AT jenniferhefner improvingthepatientexperiencethroughpatientportalsinsightsfromexperiencedportalusers AT annmcalearney improvingthepatientexperiencethroughpatientportalsinsightsfromexperiencedportalusers
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Improving the patient experience through patient portals: Insights from experienced portal users

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