Analyzing Effective Interventions to Increase Patient Portal Use: The Role of One-on-One Training and Support

In the evolving healthcare sector, patient engagement has become a focus for administrators and IT managers in the United States. While 90% of healthcare systems offer patient portals for accessing Electronic Health Records (EHRs), only 15% to 30% of patients utilize these tools. This gap points to the need for strategies to enhance patient engagement through EHR portals.

Understanding Patient Portals

Patient portals are secure online platforms that enable communication between healthcare providers and patients. Through these portals, patients can access their medical records, schedule appointments, request prescription refills, and message healthcare providers directly. Despite these advantages, many patients encounter challenges that hinder their use of these resources.

Barriers to Patient Portal Usage

The literature on patient engagement highlights various barriers that limit participation in EHR portals. Key challenges include:

• Limited Health Literacy: Some patients find it difficult to understand their health information, impacting their ability to navigate portals.
• Digital Literacy Deficits: Certain patient groups lack the skills needed to engage with technology effectively.
• Usability Issues: Complex interfaces and insufficient training can make portals hard to use, leading to disengagement.
• Insufficient Support Systems: There is often a lack of workflows that encourage the regular use of patient portals among healthcare providers and patients.
• One-on-One Training: Personalized training can significantly improve portal usage, but such initiatives are not commonly implemented.

Effective Interventions for Increasing Portal Use

To address these barriers, organizations need to take steps to improve engagement through targeted interventions. Recent research has identified several successful strategies for enhancing patient portal use.

1. Personalized, One-on-One Training

One effective method to increase usage is by offering personalized, one-on-one training for patients. Tailoring training to individual needs can result in higher engagement levels. This approach helps patients understand how to navigate the portal, access health information, and use its features. Providing demonstrations, printed guides, and digital resources can support patients in learning to use the portal. Sessions focused on patient-centered education can particularly help older populations and those with limited health literacy.

2. Addressing Usability and Accessibility

Improving usability is vital for increasing engagement. Organizations should conduct usability testing to find interface issues and identify factors that may discourage use. Based on patient feedback, healthcare administrators can make adjustments to enhance user experience. Additionally, ensuring that patient portals are accessible to all, regardless of technical skills, is important. Features like larger fonts, clear navigation, and simplified language can help patients feel more comfortable while using the portal.

3. Building Supportive Workflows

Healthcare providers play an important role in promoting portal usage. Many clinicians report that the lack of established workflows hinders patient engagement. To address this, administrators should develop structured methods to integrate discussions about the portal into routine patient interactions. Regular reminders about the portal’s benefits and encouraging patient engagement can significantly increase usage. Discussing the portal during visits and follow-ups reinforces its value as a resource in managing health.

4. Ongoing Measurement and Feedback Mechanisms

Collecting data on portal usage and patient satisfaction is crucial for ongoing improvement. Establishing feedback channels such as surveys, focus groups, and direct feedback during visits can provide valuable insights into patient experiences. This information can guide adjustments to improve engagement.

The Role of AI and Workflow Automation

As healthcare technology progresses, integrating artificial intelligence (AI) into healthcare systems, including patient portals, can boost usability and engagement. AI solutions can automate routine tasks, saving time for both patients and healthcare providers. Here are several ways AI can help improve patient portal use:

1. Intelligent Chatbots

AI-driven chatbots can assist patients in navigating portal interfaces. They provide immediate answers to common questions, help schedule appointments, and clarify lab results. This immediate support can reduce frustrations patients experience while using portals.

2. Personalized Communication

AI can analyze patient data to deliver tailored communications. For example, reminders to use the portal can be based on prior usage or specific health conditions. This personalized approach increases relevance and encourages ongoing patient interaction.

3. Predictive Analytics for Proactive Engagement

By using predictive analytics, healthcare organizations can identify patients who may be at risk of disengagement. Targeted outreach can then be focused on these individuals, offering personalized training and support to enhance their engagement with the portal.

4. Seamless Integration with Existing Workflows

AI can enhance the integration of patient portals into existing workflows. Automated systems can manage incoming messages, schedule appointments based on patient preferences, and offer clinical recommendations during interactions. Streamlining these operations can improve the overall patient experience and reinforce the role of portals in delivering care.

Concluding Thoughts

Addressing the engagement gap with patient portals requires a cooperative effort among healthcare administrators, clinicians, and technology providers. By recognizing barriers, implementing targeted training strategies, and leveraging AI, healthcare organizations can enhance how patients connect with their care teams.

A commitment to improving patient engagement can lead to better health outcomes. By focusing on personalized training and support, healthcare systems can encourage a more engaged patient population that effectively utilizes electronic health record portals. Addressing specific patient population needs and continuously measuring effectiveness will help build a framework that prioritizes active involvement in managing health through technology. Active patient engagement supports better health and contributes to an efficient, patient-focused healthcare delivery system.