Many medical offices feel the need to invest in an online patient portal to empower patients, give them access to records and lower the administrative burden on staff. Adopting a patient portal can be a great investment, but it must be done right.
About 87 percent of patients want access to their medical records, yet overall portal adoption in the U.S. is only 29 percent, according to research reported by Healthcare Informatics. Availability of a portal is one factor. A survey by Software Advice found that in 2016, less than half (44 percent) of patients had access to an online patient portal.
Access isn't the only reason adoption rates still remain low. As you evaluate vendors, keep these five factors in mind to help implement a patient portal.
1. Patient-Centric Features
The portal must offer patients features they're looking for. The Software Advice survey found that people want to be able to schedule appointments, view their lab results and other health information, pay bills and request prescription refills. Healthcare Informatics also noted that giving patients the ability to pay bills through the patient portal improved payment rates.
2. User-Friendly Interface
The interface must be intuitive for both patients and your staff. It should also be mobile-friendly so patients aren't required to log on to a computer to interact with it. It's best if all features are offered through one portal with one login, rather than having a separate billing software that requires a separate set of credentials.
Having a tool with a user-friendly interface matters to all patients, no matter their age. Adults over 60 are just as likely as younger patients to adopt a portal, Healthcare Informatics noted. But if there's too much of a learning curve to navigate the portal, they may abandon it.
3. Security and Interoperability
Most portals will be HIPAA-compliant, but be sure to ask any vendors you consider about their safety and security measures. You should also make sure the portal will seamlessly integrate with your office's electronic medical record (EMR) software. Consider whether you want additional features, such as secure messaging, as well.
4. Office Enrollment
Office enrollment may be the most important factor in patient adoption. Once you've chosen the tool, have a way for patients to enroll before they leave the office. This can be a kiosk, an administrator's computer or a tablet in the waiting room.
The Office of the National Coordinator for Health Information Technology's Patient Engagement Playbook looked at different organizations to determine what drives patient adoption. Athenahealth had 57 percent sign-up rate when registration was offered in the office, but this rate dropped off dramatically patients were left to register at home. Even with text message reminders and email campaigns, sign-up rates at home are far lower than in the office.
You can adopt an automatic enrollment policy or make the portal part of patients' care plans. They will receive personalized recommendations or be given lab results directly through the program.
5. Staff Buy-In
Your staff should be on board, promoting the patient portal and encouraging sign-ups. It also helps to have a superuser who thoroughly understands the portal and can answer all questions. Ensuring that everyone has a positive attitude toward the portal, and impressing upon patients how it complements their care, goes a long way toward adoption.
As you evaluate vendors, ensure that any patient portal you choose can meet these requirements and that your office is ready to support implementation. Being appropriately prepared will help you get the most out of your investment.
