Increasing Patient Portal Activation Through Increased Provider Promotion to Patients

Abstract

Purpose: Quality improvement project aimed to increase patient portal activation through increased provider promotion. Background: Patient portals give patients access to after-visit summaries, medication lists, lab results, appointment reminders, and a means of communication with their providers. Though there is increasing interest in patient portals, a notable underutilization occurs from both patients and providers. Increased provider interest and promotion of the patient portal to their patients can increase patient interest and increase patient portal activation. Methods: An educational huddle was developed and delivered to providers and clinic staff members regarding the importance and benefits of patient portals. Pre- and post-surveys were administered to participants to identify how many providers promote the portal, why they do or do not promote it, and how likely they are to start promoting after learning its benefits. Results: Ten participants were involved: four providers, one nurse, three medical assistants, and two front desk/receptionists. Some 80% reported they did not promote the portal before the educational huddle, and 50% reported that they would still need to promote it after the educational huddle. Highlights for the lack of promotion include a need for more awareness of the portal, its usability, and its components for the hesitancy in promotion. The portal activation percentage improved from 32% to 39% in the two-week timeframe of the project. Conclusion: The study findings were positive in improving the promotion of the patient portal and understanding what keeps providers from promoting the portal. It has a more significant impact in setting the foundation for future practice implications. A common theme of the lack of promotion was a lack of confidence due to unawareness of the patient portal. This knowledge deficit can guide future quality improvement projects within the San Luis Walk-in Clinic to optimize the benefits of the patient portal.