Empowering Patients during Hospitalization: Perspectives on Inpatient Portal Use

Abstract

Background Patients have demonstrated an eagerness to use portals to access their health information and connect with care providers. While outpatient portals have been extensively studied, there is a recognized need for research that examines inpatient portals. Objective We conducted this study to improve our understanding about the role of a portal in the context of inpatient care. Our study focused on a large sample of the general adult inpatient population and obtained perspectives from both patients and care team members about inpatient portal use. Methods We interviewed patients (n = 120) who used an inpatient portal during their hospitalization at 15 days or 6 months after discharge to learn about their portal use. We also interviewed care team members (n = 331) 4 weeks, 6 months, and 12 months after inpatient portal implementation to collect information about their ongoing perspectives about patients' use of the portal. Results The perspectives of patients and care team members generally converged on their views of the inpatient portal. Three features—(1) ordering meals, (2) looking up health information, and (3) viewing the care team—were most commonly used; the secure messaging feature was less commonly used and of some concern to care team members. The inpatient portal benefited patients in four main ways: (1) promoted independence, (2) reduced anxiety, (3) informed families, and (4) increased empowerment. Conclusion Inpatient portals are recognized as a tool that can enhance the delivery of patient-centered care. In addition to empowering patients by increasing their sense of control, inpatient portals can support family members and caregivers throughout the hospital stay. Given the consistency of perspectives about portal use across patients and care team members, our findings suggest that inpatient portals may facilitate shifts in organizational culture that increase the patient centeredness of care and improve patient experience in the hospital context.

Focused Bedside Education May Improve Engagement of Hospitalized Patients with Their Patient Portals

“…A qualitative, retrospective study (McAlearney, 2019), found early indications that inpatient portals "promoted independence, reduced anxiety, informed families, and increased patient empowerment, overall." A randomized trial (Masterson, 2019) concluded that inpatient portals resulted in a decreased 30-day readmission rate.…”

Potential of an Electronic Health Record-Integrated Patient Portal for Improving Care Plan Concordance during Acute Care

“…9,12,[15][16][17][18] In recent years, health care systems have been trying to engage patients by offering online access to their health records via patient portals, and reported experiences regarding implementation of patient portals for acute care are now starting to emerge. 15,[19][20][21][22][23][24][25][26][27] Still, few studies have demonstrated meaningful impact on key outcomes, 20,[28][29][30] and to our knowledge, none have demonstrated the potential for using patient portals to improve concordance about the care plan, including recovery goals, among patients and clinicians in the acute care setting. 23,31,32 Improving patient-clinician communication through the meaningful use of patient portals represents a promising strategy to enhance mutual understanding about the plan and facilitate goal-concordant care for seriously ill patients during hospitalization and the transition back to the ambulatory setting.…”

Nurses' Expectations of an Inpatient Portal for Hospitalized Patients and Caregivers

“…14 Patients and caregivers participants have generally shown willingness to use these portals and found them useful. 9,[15][16][17][18][19] Less is known about clinician expectations of inpatient portals and the effects of use on their work, particularly among inpatient nurses and support staff. 20 Pell et al 21 evaluated hospitalized patients' (50) and clinicians' (28 physicians; 14 nurses) experiences using an inpatient portal before and after implementation on a single medical unit.…”