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. 2017 Jan 26;4(1):1262.
doi: 10.13063/2327-9214.1262. eCollection 2016.

Patient Portal as a Tool for Enhancing Patient Experience and Improving Quality of Care in Primary Care Practices

Barbara Sorondo  1 , Amy Allen  1 , Samreen Fathima  1 , Janet Bayleran  1 , Iyad Sabbagh  2
Affiliations

Patient Portal as a Tool for Enhancing Patient Experience and Improving Quality of Care in Primary Care Practices

Barbara Sorondo et al. EGEMS (Wash DC). .

Abstract

Introduction: This study assessed whether patient portals influence patients' ability for self-management, improve their perception of health state, improve their experience with primary care practices, and reduce healthcare utilization.

Methods: Patients participating in a nurse-led care coordination program received personalized training to use the portal to communicate with the care team. Data analysis included pre-post comparison of self-efficacy (CDSES), health state (EQVAS), functional status (PROMIS®), experience with the provider/practice (CG-CAHPS), and healthcare utilization (admissions and ED visits).

Results: A total of 94 patients were enrolled, and 92 (Intent to Treat) were followed up for 7 months to assess their experience, and for 12 months to assess healthcare utilization. Seventy four (mean age 60+13 years) used the portal (Users). Comparison between baseline and 7-month follow-up showed no statistically significant improvements in self-efficacy, perception of health state or experience with the primary care practice. Only functional status improved significantly. ED visits/1000 patients were reduced by 26% and 21% in the Intent to Treat and Users groups, respectively. Hospital admissions/1000 patients were reduced by 46% in the Intent to Treat group and by 38% in the Users group.

Discussion: For patients in care coordination, having access to patient portals may improve access to providers and health data that lead to improvements in patients' functional status and reduce high-cost healthcare utilization, but it does not seem to improve self-efficacy, perception of health state, or experience with primary care practices.

Conclusion: In this study, the use of patient portals improved functional status and reduced high-cost healthcare utilization in patients with chronic conditions.

Keywords: Delivery of Health Care; Electronic Health Record; Meaningful Use; Patient Care Management; Patient Portal; Patient-Centered Care.

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Figures

Figure 1.
Figure 1.
Enrollment of Study Participants
Figure 2.
Figure 2.
Patient Experience from CG-CAHPS Survey: Top Box Scores of Participants Responding “Always” for the Users Group (n=68)
See this image and copyright information in PMC

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