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OS13 - PHR Storms Across Canada (ID 19)
- Event: e-Health 2017 Virtual Meeting
- Type: Oral Session
- Track: Clinical and Executive
- Presentations: 1
- Coordinates: 6/06/2017, 01:00 PM - 02:00 PM, Room 201CD
OS13.04 - Perks and Pitfalls of a Patient Portal (ID 41)
Purpose/Objectives: To discuss the potential perks and pitfalls of using a patient portal. While it leads to improved patient care and satisfaction, physicians are incredibly reluctant to use this technology. I will discuss Grandview Medical Centre Family Health Team's three years of experience of patient portal use with our 16 family physicians and their 30,000 rostered patients.
Methodology/Approach: I will include: How we obtained physician buy-in How we decided whether or not to charge for the portal How we decided who is eligible for the patient portal How we decided who the patients could securely message in our clinic How we 'got the word out' about the patient portal and had patients sign up How we dealt with inappropriate patient use of secure messaging How we dealt with specialists concerns regarding our portal How we started patient online appointment bookings How we dealt with surprise issues surrounding online appt bookings
Finding/Results: All 16 doctors are actively using portal in some shape or form. We have had 5,200+ people have signed into portal at least once. Out of 30,000+ patients Children not signed up User Breakdown Age 65+ usage surprisingly high During the last month of data available, we have had 90 patient appointment bookings and cancellations 77 bookings 13 cancellations
Conclusion/Implication/Recommendations: Through our expercience rolling out the patient portal in a private clinic setting of 16 family physicians in a family health team setting taking care of 30,000 patients, we learned that it can take some time to set up the portal and get buy in from physicians and patients. However, once fully in place, the portal has the ability to improve patient satisfaction, decrease unnecessary visits and overall improves patient care. We strongly recommend that practices give it a try by rolling it out to clinical and non-clinical champions first and then gradually expand to the the rest of the clinic.
140 Character Summary: The patient portal is one of the most difficult technological advances to obtain buy in for but has the most potential to be a game changer in a patient care.
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