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The Patient Portal—Help or Hindrance?
We’ve always talked about quick access to all the information we want, when we want it. Gone are the days of ‘snail’ mail and encyclopedias. Now we have Patient Portals! And they are here to stay!
In 2016 the Cures Act went into effect, but the part that pertained to access to patient records wasn’t effective until April 2021. The Dept of Health and Human Services began enforcing the rule which declared that a hospital or doctor must allow access to a person’s health information. Failure to do so could result in fines for the doctor and hospital. Thus, the Patient Portal.
The result is that as soon as you have lab work, x-rays, CT scans, or a diagnostic test, YOU will receive the information (often before the doctor does.). This has led to much confusion and fright for many patients. A test result, read by a patient, out of context, or without a doctor’s explanation, can lead to confusion and anxiety and un-necessary emotional harm. I know this personally, when I received the results of my MRI well before my doctor. Seeing a report that stated “new lesions in areas of the brain,” really freaked me out!
In today’s world of instant gratification with computers, the emotional cost of instant access can be high.
- How have you been able to handle reports on the Patient Portal? What suggestions do you have for other members?
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Very good article. Thanks for sharing it.
Thanks for the contact and the link. The link was interesting. To your excellent point about scheduling an appointment for long messages .. the world is moving toward people wanting things now in many aspects of our lives. It would be interesting to see a link to the effect of "What patients wish MDs/heath care professionals knew about us using the portals". That may sound sarcastic and if so that is not intended.
Thanks for the fast response. Many of your comments hit upon another factor. These portals are not the same. For example, many things you note as not having to be repeated; I do need to repeat every time an appointment is required in a couple of the portals I need to use. One I access uses the medical terms only for the Rx being taken raising the question" "what's that"; another one has both the brand name and the other. I am currently in this process now per who has access to my medical records and what do I need to provide in making an appointment for medical care I have not needed previously.
That doesn't sound sarcastic to me. I believe doctors and other healthcare providers SHOULD be made aware of and understand the patients' experiences (both good and bad) in using the portal. The portals seem to be geared more towards the providers' needs, but patients' needs should also be considered when designing them. There needs to be a happy medium that's useful to both.
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1 ReactionJust adding my 2 cents as a Rochester Mayo Clinic patient portal user - I've had the opportunity to participate in a few patient portal user interface testing and from what I've seen, they do care about patient needs. But I'm sure there is always room for improvement. They also have a link at the bottom of the portal to share your feedback which I have used on occasion if something seems wrong in the portal.
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6 ReactionsThanks for your feedback (worth more than two cents, I'm sure 😄).
I'm not on the Mayo patient portal, so I can't speak to that one, but it's nice to hear about the user interface testing. Does the testing that you've been involved in include both healthcare workers and patients who use the platform? That would be helpful so that both "sides" could see and understand the needs of each other.
My hospital portal is MyChart which might not work exactly the same way as Mayo's Patient Portal. But my hospital also has focus groups that analyze the portal. I know that patients are part of the focus group but not sure about the healthcare professionals, as I never participated in one. Overall, the portal is helpful, and I definitely use it all the time. I'm glad to have it available to me, but there are a few aspects that are not patient-user friendly. As far as I know, when I contact them, they only offer technical support or correct misinformaton in my record. Thanks, again, for your feedback. It's very helpful. You have caused me to consider signing up the next time they have another focus group.
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1 ReactionI'm not sure if the testing included healthcare workers but I would think they may have been the driving factor for getting patient input and part of the reason the testing was done.
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2 Reactions@my44, and all... I love the Mayo portal and use it often! I love being able to see results of testing within a few hours and days depending on the type of tests. I firmly believe this is my body, my blood, pictures and tests of my cells and brain etc... Therefore, I must have immediate results as the testing is completed and read and the Mayo Portal provides immediate and excellent response. For that I am so thankful! It reduces my stress, the horrible worrying and imagining while awaiting results that can be life changing. What a magnificent improvement in health care, patient oriented care.
I also use MyChart with another hospital and a few doctors. It was late coming to the patient oriented scene, was vastly different and frustratingly unusable for years... but as it has revamped and based much of it's structure on the Mayo portal, I am pleased with it now. Still have difficulty syncing the information at times, but it is vastly improved.
Mayo portal support is excellent. Personally responsive, creative and patient driven in every way possible. On occasion I have contacted the support personally and response is beyond excellent. I am grateful for the support from the portal helping me understand my diagnoses, contact my medical staff, reporting to the staff and staying on top of my health life.
Blessings to all... Elizabeth
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2 ReactionsThanks for your added comments -- agree with you entirely. What I gained from some of the recent comments on this is that not all of these portals are the same including how they are used by the provider as well as the patients. For example --- one portal I use has a good system for patients making appointments. Another has no option for that. The person (nurses most often) that sends and responds to messages just tells the patients when the MD wants to see them next. If the patient has a request they contact the nurse.
You're right, these portals aren't all the same. Actually, I'm on portals at two different hospitals, and my experience is similar to yours regarding making appointments through the portal. Both portals let you make appointments for some providers, but not all. For some you have to call a central scheduling line. What I like about one of the portals is that it allows you to put yourself on a waiting list in case an earlier appointment becomes available. And if one does, they automatically contact you to see if you want to take the earlier availability. But the other portal doesn't have that option.
What I like about the portals is that when I go in for blood draws, some of the results are already in the portal before I get home...and I don't live far from the facilities.
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