Do Patient Portals Improve Healthcare? - InformationWeek

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Healthcare // Patient Tools
10:00 AM

Do Patient Portals Improve Healthcare?

Study results are mixed on how portals affect the quality and efficiency of patient care, suggesting more research is needed.

 7 Portals Powering Patient Engagement
7 Portals Powering Patient Engagement
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The impact of patient portal use on health outcomes is unclear, according to a systematic review of studies. Moreover, the researchers said, the evidence to date shows that portals are unlikely to have substantial effects on efficiency and utilization of services, at least in the short term.

Physicians' use of patient portals is growing rapidly, because Meaningful Use Stage 2 requires providers to share records electronically with patients. It's widely believed that these portals can help increase patient engagement in healthcare, so the evidence about the actual effects of patient portals is important.

After combing the literature, researchers were able to identify only 46 fairly high-quality studies that addressed how portals "tethered" to EHRs related to health outcomes, patient satisfaction, and adherence; efficiency or utilization; patient characteristics; and/or attitudes or barriers to or facilitators of use. These included 14 randomized controlled trials, 21 observational studies, and 11 descriptive studies.

[ Healthcare practices need to focus more on patient engagement when it comes to web portals. Read Patient Portals Aren't Very Patient Centric. ]

Results of the studies were mixed. "We did identify examples in which portal use was associated with improved outcomes for patients with chronic diseases such as diabetes, hypertension, and depression, but these studies generally used the portal in conjunction with case management," the authors of the review paper said.

In the reviewed studies, most of the portals' functionality extended beyond record sharing to facilitating information exchange with patients and patient communication with providers and healthcare institutions. Most allowed users to view test results and progress notes or visit summaries, view and refill medications, view and make appointments, access educational materials, and send secure messages to providers. In some organizations, portals are being aligned with case management, telehealth, and nonvisit care.

The studies that showed a positive impact on chronic care from the concurrent use of portals and case management did not separate the effects of these two factors, according to study coauthor Caroline Goldzweig, MD, associate chief of staff for clinical informatics at the VA-Greater Los Angeles Healthcare System and a health sciences clinical professor at UCLA's David Geffen School of Medicine.

"I think the portal probably does make it easier to case manage if you can message securely with your case manager, and if your case manager has access to your glucose and blood pressure readings," she told us. "I'd hypothesize that maybe case management with a portal could be more effective than case management with a phone."

A huge issue with most of the reviewed studies, she said, is that they fail to provide information on how the portals were being used or had been implemented. No matter how good a health IT tool is, "if it's implemented poorly or is not used as intended, it might not get you the results that you thought it would." In addition, the lack of context for portal use creates obstacles for other providers that seek to replicate a particular approach.

Some studies found that the number of phone calls to practices and office visits did not change among patients who had access to a portal. A trial conducted by the University of Colorado found that, among a group of patients with congestive heart failure, portal users were more likely than nonusers to visit the ER. A Kaiser Permanente Colorado study found that portal users, after adjustment for patient characteristics, had increased rates of office visits, telephone encounters, ER visits, and hospitalizations, while nonusers' healthcare utilization declined.

"I think portals are an access point to healthcare," Goldzweig said. "They can facilitate your ability to interact with the healthcare system. It may be that, if you didn't have a portal, you wouldn't have called the doctor or wouldn't have sought care. But once you do get into the system and have some complaints that can't be easily diagnosed via secure messaging, you're probably told to come in. You might go to the ER, you might go to the clinic, or you might get hospitalized.

"That's a really interesting area, because a lot of people assume that when you have a portal, you'll be able to reduce visits and face time with the patient because you'll use secure messaging and the patient will be able to see their records and so on," she said. "But it may not be true. It may provide another access point for patients to enter an often difficult-to-penetrate healthcare system."

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Muthu LeesaJ889
Muthu LeesaJ889,
User Rank: Moderator
12/4/2013 | 11:23:55 PM
Why not in Healthcare?
This discussion on Patient portal once again proves Healthcare sector's reluctance towards technology. other sectors like, Retail, Banking, Education have all embraced portal systems for efficient communication and transaction. I believe, patient portals will not only drive patient engagement but also help providers save money by automating regular processes. The increased patient-doctor communication will reduce readmission rates, enhance patient loyalty and trust, and help them make healthier lifestyle choices. Patient Portals will make sure that quality Healthcare is a click away. Read detailed advantages of patient portals @
User Rank: Author
12/2/2013 | 1:14:35 PM
Re: patient portals
@Ken that could become a specialty for cloud service providers. Each patient can have all the records together in one place in a cloud  for his/her own access.
Ken Terry
Ken Terry,
User Rank: Apprentice
12/2/2013 | 12:14:34 PM
Re: Does patient age matter?
The meta analysis does include some studies that address socioeconomic disparities, and the authors express concern that not everyone has the same access to patient portals. I agree with Rob that patient portals are now becoming a cost ofdoing business. But they aren't necessarily portals attached to EHRs. In future, it's likely that some people will use standalone portals to store their personal health records from multiple providers.
User Rank: Author
12/2/2013 | 12:04:08 PM
Re: Does patient age matter?
At a minimum, regardless of the outcomes they produce, patient portals are now becoming a cost of doing business, on a par with online banking.
User Rank: Strategist
12/2/2013 | 11:59:11 AM
Re: Disparities
Addressing the so-termed Digital Divide is not a healthcare responsibility. That is a greater societal issue. But having said that, anyone who needs to get online can do so at any library, YMCA or many other public venues.

Alex Kane Rudansky
Alex Kane Rudansky,
User Rank: Author
12/2/2013 | 11:11:27 AM
I find it interesting the study didn't address socioeconomic disparities among portal users. A study conducted earlier this year by the Pew Internet And American Life Project found 15% of Americans don't use the Internet at all. Among that group, 19% said the Internet was too expensive. How are doctors and health professionals addressing that digital divide?

Lorna Garey
Lorna Garey,
User Rank: Author
12/2/2013 | 10:50:54 AM
Does patient age matter?
Is there a generational divide in portal usage, with younger patients more comfortable with the concept than older ones?

If so, and assuming those younger patients are also healthier overall, it seems clear that it's going to take a long time for a positive result in terms of reduction in calls, etc., but that it's worth the effort.
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