Electronic patient portals – panacea or passé?

Sitting on an 11 hour flight from London to Los Angeles I finally got round to reading this paper which was published at the tail end of 2013 in the Annals of Internal Medicine; Electronic patient portals; evidence on health outcomes, satisfaction, efficiency and attitudes. If you remember the publication was met with quite a few news stories stating we need to move on as patient portals don’t work and have no impact on satisfaction or outcomes. However, when you actually delve into the meat of the paper (something I think few commentators are inclined to do) this is actually not what was found. The researchers from the VA and UCLA trawled through a vast number of published research articles from the last twenty-three years and found quite a mixed bag of outcomes. Certainly utilization of some patient portals did appear to generate improved outcomes, both in terms of better disease management and a need for fewer face-to-face visits, although some didn’t. One of the main issues the researchers’ encountered was the fact that there was usually a paucity of information around the context of how the portals were implemented and publicized. The conclusion from the study was not that patient portals don’t work, rather we need to better understand what elements are needed in terms of functionality and how best to implement them. Only then can we better understand how to use them and ultimately quantify what impact they can have on patient care.

With so many areas of our lives digitized these days I am frequently amazed at how slow we have been in healthcare to adopt similar strategies to streamlining medical practice. After all, these days you can sit at your computer and shop for groceries, access your bank accounts to transfer money or send checks, and even purchase an exotic foreign vacation. But the chances are you won’t be able to access your medical record, communicate with your provider or book an office visit. This will change; I am convinced of that fact. Already EHR vendors are including patient portal functionality in their solutions. In many cases these are quite rudimentary and only allow for a limited scope of interactivity, but it’ a start. Undoubtedly the new patient portals need to be “tethered” to the EHR, however I don’t think they necessarily need to be part of the same software suite. My reasoning is simple, EHRs are designed with a very specific task in mind; they are optimized so that data from individual patients can be written, stored and retrieved when necessary. This is very different functionality to what a patient portal needs and to this end this is why I think innovation and practical usability will happen quicker if separate organizations create this functionality and then plug this in to the broader EHR ecosystem.

The next area is what to include in the patient portal. Research has shown that giving patients access to their medical records improves engagement and self-efficacy. Indeed, the BlueButton movement is a great example of how opening up the data stream can result in some very innovative and valuable applications. My personal feeling is that the patient portal needs to be centered around specific task, in a similar fashion to doing online banking or booking a flight on Expedia. You go to the portal to perform a specific transaction (unless of course you’re my wife who will spend hours browsing vacation spots she will never visit!). In the case of the patient portal this may well be completing a health assessment as a prelude to an annual wellness visit, the creating an advance care directive or simply requesting a prescription refill or an office appointment. Whatever the task it needs to be simple and intuitive to complete and ideally accessibly from mobile devices as well as standard “home based” computers.

Without a doubt the digital age is finally creeping up behind us in healthcare. Some will try and ignore it for as long as practicably possible, although I believe that those of us who embrace it will see real improvements in their relationships with their patients, and importantly their outcomes too.

Example of provider's dashbard of their patient's health assessments results just prior to co-creating an annual wellness plan with them.