Designing User-Centric Patient Portals: Clinician and Patients' Uses and Gratifications

Alpert, Jordan; Krist, Alex H.; Aycock, Rebecca A.; Kreps, Gary L.

doi:10.1089/tmj.2016.0096

Cited by 28 publications

(32 citation statements)

References 25 publications

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“…There are a broad range of different potential users for mhealth systems who will want these systems to communicate effectively with them, providing them with the specific information they need and using language and examples that they can relate to [3,27]. For example, research shows that mHealth systems have been designed for older and younger health care consumers, users with different education levels, people with different sexual orientations, people with drug and alcohol addictions, people from different minority and ethnic groups, people from different countries, including those who speak different languages, all of whom are likely to have different communication preferences and skills [14,[20][21][22][23]30,44,48].…”

Section: Resultsmentioning

confidence: 99%

“…For example, research shows that mHealth systems have been designed for older and younger health care consumers, users with different education levels, people with different sexual orientations, people with drug and alcohol addictions, people from different minority and ethnic groups, people from different countries, including those who speak different languages, all of whom are likely to have different communication preferences and skills [14,[20][21][22][23]30,44,48]. It will be important for mHealth system designers to conduct audience analysis research to evaluate the literacy levels of different mHealth users to determine the best ways to communicate effectively with these groups [2,3].…”

Section: Resultsmentioning

confidence: 99%

“…• audio and video enabled telemedicine applications, such as closed circuit telephone and/or televised conferencing systems, with both data collection tools (often collecting images, or measuring body temperature, heart rate, and brain activity for diagnostic and monitoring purposes) and delivery tools (that can remotely control surgical equipment, and provide treatment instructions) can be set up in different sites to provide mediated (virtual) care to patients who may not have easy access to health care delivery systems [52]; • telephonic and internet-based message systems that can provide individuals with health information via SMS text messages, phone calls, or e-mail via mobile phones [15]; • websites and web-based portals (intranets) that are available to health care consumers via portable lap-top computers, tablets, and smart phones; • wearable (sometimes implantable) devices such as fitness tracking wristbands and other digital monitoring devices [3]; • specialized application software programs (apps) that are typically downloaded on to smart phones, tablets, or laptop computers that provide health information and support, and are often linked to Internet delivered resources and services [10].…”

Section: Introductionmentioning

confidence: 99%

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The relevance of health literacy to mHealth

Kreps

2017

ISU

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Abstract. This paper examines the importance of health literacy to the design and use of mobile digital health information technology (mHealth) applications. Over the past two decades mHealth has evolved to become a major health communication channel for delivering health care, promoting health, and tracking health behaviors. Yet, there are serious communication challenges that must be addressed concerning the best way to design and utilize mHealth application to achieve key health promotion goals, including assuring the appropriateness and effectiveness of mHealth messaging for audiences with different communication competencies, styles, and health literacy levels, to ensure that mHealth applications are truly effective tools for health promotion.Health literacy is one of the major communication issues relevant to the effective use of mHealth. To be effective, mhealth applications need to match the messages conveyed via these mobile media to the specific health communication needs, orientations, and competencies of intended audience members. Unfortunately, current evidence suggests that many mHealth applications are difficult for audiences to utilize because they provide health information that is not easy for many consumers to understand and apply.Health literacy refers to the ability of participants within the health care system to accurately interpret and utilize relevant health information and resources to achieve their health goals. Evidence suggests that many consumers possess limited levels of health literacy to adequately understand health information, especially when they are feeling ill, since health literacy is both a trait (limited education, language facility, etc.), and a state condition (based on how their current physical and mental states influence their abilities to communicate effectively). Therefore, it is incumbent upon mHealth developers to design and utilize message systems. Strategies for designing and implementing mHealth applications to meet the health literacy levels of different audiences are described in this article.

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Section: Resultsmentioning

confidence: 99%

Section: Resultsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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The relevance of health literacy to mHealth

Kreps

2017

ISU

Self Cite

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“…Health information system users want answers to specific questions about their health or the health of significant others, making it vitally important to design health information systems that can provide the specific information that users need. Too often, however, health information systems provide frustratingly broad overviews of a range of related health issues when users are looking for specific answers to specific health problems (Alpert, Krist, et al, ). Tailored information systems must be programmed to collect information on key user factors (from questions posed to users or existing data), and develop a repertoire of message responses that match users' health information needs (op den Akker, Cabrita, op den Akker, Jones, & Hermens, ).…”

Section: Seven Strategic Communication Factors For Designing Digital mentioning

confidence: 99%

Online Information and Communication Systems to Enhance Health Outcomes Through Communication Convergence

Kreps

2017

Hum Commun Res

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The growing use of digital health communication channels has produced dramatic changes, providing broad access to information for making health decisions and addressing users' emotional needs. Digital health communication channels combine mass and interpersonal communication in different ways. Type 1 convergence occurs sequentially: Individuals obtain health information online that they discuss interpersonally with health providers. Type 2 convergence involves discussions occurring via online health information systems. The effectiveness of these systems depends upon seven communication design and implementation strategies. Emerging interactive health information systems provide customized responses tailored to individuals' specific needs and situations. All these forms of media convergence can improve health education, health promotion, and health behavior change.

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“…Patient portals are secure online websites that give patients access to the personal health information stored in their electronic health record (EHR)[14], and typically include features that allow patients and providers to communicate via secure, electronic messaging. It has quickly become a viable new form of patient-provider communication[15–17]. In the U.S., half of all hospitals and 40% of physicians operate some form of patient portal technology[18], and significant growth is expected by 2020[19].…”

Section: Introductionmentioning

confidence: 99%

Patient-centered communication in digital medical encounters

Alpert

Dyer

Lafata

2017

Patient Education and Counseling

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Objective Patients are increasingly using the secure messaging function available through online patient portals to communicate with their health care providers, yet little is known about the characteristics of conversations that occur. The goal of this study is to describe the types of messages initiated by patients communicating via patient portals and to assess whether providers employ patient-centered strategies in their electronic responses. Design A total of 193 messages from 58 message threads between patients and providers were collected during a one-week period in a large health care system. Methods Content analysis of patient messages was conducted and deductive analysis of provider responses was employed for two types of patient-centered communication, provider use of supportive talk and partnership building. Results Patients sent nearly double the number of messages compared to providers (65% versus 35%). Patient messages expressed concern, sought medical solutions and requested assistance with administrative tasks. Over half (53.4%) of provider replies did not contain language reflective of either partnership building or supportive talk. Conclusion Partnership building language and supportive talk occurred at lower rates than documented in the literature on in-person encounters. This may represent a lost opportunity to strengthen the patient-provider relationship. Practice Implications As secure messaging is increasingly utilized as a form of patient-provider communication, it is important to understand how aspects of this communication channel, including the patient-centeredness of the language used by providers, impact patient-provider relationships and patient outcomes.

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Designing User-Centric Patient Portals: Clinician and Patients' Uses and Gratifications

Cited by 28 publications

References 25 publications

The relevance of health literacy to mHealth

The relevance of health literacy to mHealth

Online Information and Communication Systems to Enhance Health Outcomes Through Communication Convergence

Patient-centered communication in digital medical encounters

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