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Andrew Schro

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  • OS23 - Engaging Patients Through Digital Health (ID 28)

    • Event: e-Health 2017 Virtual Meeting
    • Type: Oral Session
    • Track: Clinical
    • Presentations: 1
    • Coordinates: 6/07/2017, 08:30 AM - 10:00 AM, Room 203CD
    • OS23.03 - Impacts of Direct Patient Access to Medical Records: Patient Portal (ID 153)

      Andrew Schro, Information Technology, Women's College Hospital; Toronto/CA

      • Abstract
      • Slides

      Purpose/Objectives: BACKGROUND – The use of electronic health records (EHR) is becoming an industry standard across the hospital sector. A central major hub for patient data, EHRs provide healthcare organizations an opportunity to enhance the delivery, accessibility and relationship of patient care. In Canada, however, patient portal access remains in its infancy as hospitals strive to complete legacy EHR system upgrades. There is little context on the direct impact of patient portal deployments on patient care and potential operational efficiencies; particularly amongst ambulatory hospitals. OBJECTIVE - This presentation aims to contribute to an understanding of how direct patient access to their medical records and an expansion of services affects the patients’ delivery of care, experience, provider workload, and relationship. The patient portal under review is myHealthRecord at Women’s College Hospital (WCH).

      Methodology/Approach: METHODS – Made public on August 9, 2016, a mixed methodology will be used that includes telephone interviews, quantitative and qualitative electronic surveys, provider interviews and the extraction of modular use from system data accrued over time

      Finding/Results: RESULTS – To date, myHealthRecord has shown a steady rate of patient interest; 68% of patients take home an activation letter and 30% of interested patients register within five days. Despite concerns of the older ambulatory patient base, 55% of active myHealthRecord users are ?50 years old. Patients have reported higher rates of service satisfaction at WCH due to the return of lab results in a timely manner as well as their ability to contact their care team regarding post-visit questions. Inspired true events have demonstrated an enhanced quality of care leading to the timely improvement of external patient diagnoses as a result of mobile access to medical records. Overall access to medical records did not increase phone volumes nor did it lead to abusive use of medical advice requests to the care team. On the contrary, 148 request have been sent since August 9th accounting for 2386 patients; averaging 0.06 a message per patient. Providers have mentioned no impact of their workload or administrative practices. In light of the patient portal, providers and administrators have shown a positive reception to automated pre/post appointment instructions and after visit summaries.

      Conclusion/Implication/Recommendations: CONCLUSIONS – Patient Portals are an effective and powerful tool to enhance the delivery of care and improve patient outcomes. Often being defined as a tool for the patient, patient portals offer outcomes that not only enhance the patient care experience, but also how hospitals can drive the delivery of patient care through improved services, workflows and processes. Patient enrollment only goes as far as the portal’s ability to satisfy gaps and needs in everyday patient care delivery model; lending ongoing value to the patient, providers and organization. Strategies to expand portal services through eCheck-In, eVisits/eConsults, eReferral and ePrescribing will deliver the tools necessary to create a self-sustaining patient portal; consequently improving patient access, enrollment and most importantly, patient care for years to come.

      140 Character Summary: Andrew is a Clinical Project Coordinator for Women’s College Hospital; currently leading the roll-out of their patient portal and eReferral solution.

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