What Is a Patient Portal? Facility FAQ
Advancements in technology have made it easier for healthcare companies to digitize patient health information. As more facilities transition from paper charting to electronic health record (EHR) documentation, the efficiency, accuracy, and accessibility of patient data continues to improve. Now, with more individuals looking to take charge of their own health journeys, facilities can utilize patient portals to boost engagement, satisfaction, and health outcomes.
So, what is a patient portal system, and how can it help healthcare providers and the patients they serve? In this article, we’ll provide an introduction to patient portals, explain advantages and disadvantages of using these systems, and outline tips for facilities looking to incorporate a patient portal into their healthcare delivery model.
What Is a Patient Portal In Healthcare?
Patient portals are secure, web-based systems that allow patients to access their electronic health record information. Facility leaders collaborate with computer scientists, health informaticists, and website designers to construct HIPAA-compliant patient portals. Examples of the most frequently used system types include websites and mobile phone patient portal apps.
What Is a Patient Portal Used For?
These healthcare apps provide quick access to a variety of patient resources and services. Once an individual successfully completes their patient portal log-in, they’re able to quickly and easily:
- Message their provider with health questions or concerns.
- Schedule routine or non-urgent visits (appointments, laboratory collections, immunizations, etc.).
- Request prescription refills.
- Complete check-in forms, surveys, and other documents.
- Pay outstanding medical bills and copays.
- View education materials and discharge instructions.
- Check health insurance coverage and treatment costs.
It’s up to each healthcare company to decide which features and options they’ll include in their patient portal system. Some portals — like those established by insurance companies — can be used across different organizations and facilities, bringing in health data from all of the facilities a patient may go to for treatment. Other portals created by individual hospitals or clinics may only incorporate data from their own health system.
Pros and Cons of Using a Patient Portal System
For healthcare administrators looking to improve patient satisfaction and care quality, the convenience and flexibility of using patient portals can be encouraging and exciting. However, there are downsides to establishing a care delivery model that relies on e-visits and virtual treatment. What is a patient portal’s impact on a facility? We review key benefits of patient portals — and disadvantages — in the tables below.
| Benefits For Patients | Benefits For Facilities |
|---|---|
| When patients feel in control of their own care, engagement scores improve.
Those who need care have the flexibility to reach out when it’s convenient for them. Effective patient-provider communication builds trust. Frequent positive interactions with your organization encourage patient loyalty. Many facilities offer a $0 copay for virtual appointments, driving down patient healthcare costs. |
Providers are able to prioritize critical patients and respond to less-pressing queries once emergencies have stabilized.
When patients are happier with the care they receive, clinicians report higher job satisfaction. Caregivers are able to focus on effective, goal-driven communication. Providers can “see” patients from their home or remote office, which can improve their work-life balance. Remote care allows organizations to save on staffing, supply, and building management costs, leaving more room in the budget for patient care initiatives. |
| Disadvantages For Patients | Disadvantages For Facilities |
|---|---|
| When patients access health information without counseling or teaching, it can lead to misinterpretation and unnecessary anxiety.
Online patient portals require patients to have access to a cell phone or computer. Patients who are less familiar with technology may find it challenging to access their digital patient portal. Remote messaging can contribute to miscommunication or misunderstanding. Frequent app and website updates could lead to frequent system downtime. |
Clinicians aren’t able to give the compassionate, face-to-face care they want to provide.
Physicians aren’t given additional time to respond to portal queries, adding to their workload and contributing to burnout. Those from lower socioeconomic groups without access to electronic devices may feel alienated from the healthcare system. Some providers receive hundreds of messages a day, which can cause a back-up in care and lengthen average response time. These accounts place organizations at risk for patient privacy concerns and security breaches. |
How to Use a Patient Portal: Tips For Facilities
Now that you can answer the question, What is a patient portal? and have weighed the benefits and risks, it’s time to decide whether creating a portal system is the right choice for your facility. If your team decides to move forward in the development process, keep these tips in mind to ensure the rollout goes smoothly for your patients and providers.
1. Provide In-Person Training on How to Utilize the Patient Portal
Many providers encourage their patients to set up their patient portal, but few have the time to give instructions on how to do so. Without understanding the benefits or incentives of creating an account, many are left wondering — What is a patient account portal and why would I use one?
By offering a free training seminar on how to access and utilize the patient portal, you can help provide answers to these questions and more. Conduct the training in a classroom or hospital meeting space to help familiarize patients with your facility, brand, and team of employees. Offering a free lunch or coffee can incentivize attendance and enhance the patient experience.
At the conclusion of the session, be sure to provide a written copy of the information you give to help remind individuals how to use the system once they’ve gone home. Provide contact information for your IT support team in the event a patient has technology issues when establishing or accessing their account.
2. Make Your Patient Portal Accessible On Websites and Mobile Phones
One of the key perks of developing a patient portal is that it allows patients to view their information when and where they choose. Letting patients access their portal account via mobile phone app and computer platforms makes your services more versatile and appeals to patients with different habits and preferences.
3. Continue to Offer In-Person Appointments
While many patients appreciate the convenience and flexibility of patient portals, some still prefer being seen by a physician in an office or clinic. Additionally, some minor medical conditions like rashes, insect bites, and infections need to be diagnosed and treated in a medical facility and require on-site care.
Make sure to allow patients who wish to be seen in-person to continue to do so. Otherwise, you may risk losing these patients to another healthcare organization.
Find More Ways to Boost Patient Engagement
Now that you can answer the question, What is a patient portal system? you might be looking for additional ways to improve care quality. Our free newsletter — written by our team of clinical experts — is full of evidence-based strategies that can help your team meet clinical demands and reach their goals.