Patient Portal: Access Education Process Authors: Emily Gress, Matt Kirchoff, Shelby Nolot, Paige Randolph, Julie WaltonD

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Background • The North Central Nursing Clinics (NCNC) have purchased the portal software.• The portal is currently live, but no usernames or passwords have been

distributed to patients.• NCNC’s goal is for 10% of their patient population to access this tool to achieve

meaningful use of the portal. • A process of how to access the portal from the patient’s perspective needs to

be developed for this goal to be achieved.

Problem StatementThe process in which patients receive access to the patient portal is at a standstill.

Computer19%

Laptop19%

Smart Phone52%

All forms5%

None5%

Preferred Access

Of the population surveyed, 90% of the patients have access to a computer and 80% are interested in access to their medical record online.

Goals

Future State

Deliverables• Instructional video

with DVD copy and YouTube URL

• Supplemental Brochure

• Template letter for distribution of usernames and passwords

Recommendations• Spanish translation on Patient Portal and

in video• Put instructional video URL on Portal• Play instructional video and have

brochures available in the waiting room• Change portal URL so it is more

memorable to users• Establish policy to distribute usernames

and passwords

Outcomes:The educational supplements including the letter, instructional video, and brochure will be provided to patients interested in using the portal.

Process Owner: The NCNC will assure educational supplements are given to the interested patients.

Follow up: Measurable results should be taken in March 2015 to assess the percentage of patients using the portal and patient satisfaction.

Current State

Root Cause

Analysis

Brochure available at

Clinic

Patient expresses

interest in portal use

Patient given letter containing login information

Video available at clinic and online

for set up and navigation

Patient accesses their portal

Analyze measurable data and contributing causes

•Obtain input from patient population via patient survey

•Discover the root cause of the standstill

Develop educational tools

•Create a video so patients with a lower reading level can be educated regarding portal access

•Offer supplemental instruction in the form of a letter and brochure

Recommendations

•Develop realistic recommendations for the NCNC’s application of provided educational tools

Equipment

Computer access

Financial

People

Process

Organizational

Computer

access Lack of

manpower

Primary focus on

becoming a Patient

Centered Medical Home

Lack of education to

develop a process

Funding to hire an

employee to head the

project

Current

process for

patients to

access portal

is at a

standstill