Supporting Client and Family Engagement in Care Through the Planning and Implementation of an Online Consumer Health Portal

Maxwell, Joanne; Williams, Laura A.; Adamson, Keith; Karmali, Amir; Quinlan, Becky

doi:10.1177/2374373516652256

Cited by 2 publications

(6 citation statements)

References 10 publications

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“…Compared with new portal annual adoption rates of 5% to 10% and access rates of 0.4 to 0.6 uses per month per user [ 45 ], the connect2care portal had an adoption rate of 12.4% and 2.5 logins a month per user over 9 months of exposure. There may be many reasons for the higher adoption and access rates, including the involvement of families in the development of the portal [ 2 ], effort put into informing families about the portal, and differences between acute care and pediatric rehabilitation contexts.…”

Section: Discussionmentioning

confidence: 99%

“…Planned future enhancements to the connect2care portal will address some of the hopes of caregivers, including the ability to import reports from other service providers, link to records from other hospitals, and receive materials and resources specifically targeted to their care needs [ 2 ].…”

Section: Discussionmentioning

confidence: 99%

“…The consumer health portal (called connect2care) was developed in partnership with clients and families [2]. Connect2care provides clients and families with electronic access to their medical records, online appointment cancelling and booking features, transparent and timely access to clinical documentation, and e-messaging to connect with their care providers.…”

Section: Introductionmentioning

confidence: 99%

“…Health care portals have the potential to improve consumers’ access to information, engagement in care, and health outcomes [ 1 ]. Few children’s hospitals in North America offer online portals to families [ 2 ] and, to our knowledge, there are no published research studies of portal use, utility, or impact in pediatric rehabilitation hospitals. Through electronic access to health records and e-messaging (secure 2-way messaging), clients and families may feel a greater personal connection to care and partnership in the care process.…”

Section: Introductionmentioning

confidence: 99%

“…In early 2015, Holland Bloorview launched a consumer portal with the ultimate goal of helping clients and their caregivers (family members, most typically parents) take an active role in managing their own or their children’s care. The consumer health portal (called connect2care) was developed in partnership with clients and families [ 2 ]. Connect2care provides clients and families with electronic access to their medical records, online appointment cancelling and booking features, transparent and timely access to clinical documentation, and e-messaging to connect with their care providers.…”

Section: Introductionmentioning

confidence: 99%

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Connecting Families to Their Health Record and Care Team: The Use, Utility, and Impact of a Client/Family Health Portal at a Children’s Rehabilitation Hospital

King¹,

Maxwell²,

Karmali³

et al. 2017

J Med Internet Res

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BackgroundHealth care portals have the potential to provide consumers with timely, transparent access to health care information and engage them in the care process.ObjectiveThe objective was to examine the use, utility, and impact on engagement in care and caregiver-provider communication of a client/family portal providing access to electronic health records (EHRs) and secure, 2-way e-messaging with care providers.MethodsWe conducted a prospective, mixed-methods study involving collection of caregivers’ portal usage information over a 14-month period (from portal introduction in January 2015 to the end of the study period in March 2016), a Web-based survey for caregivers administered after a minimum of 2 months’ exposure to the portal and repeated 2 months later, and focus groups or individual interviews held with caregivers and service providers at the same points in time. The survey assessed caregivers’ perceptions of the utility of and satisfaction with the EHR and e-messaging, and the portal’s impact on client engagement and perceptions of caregiver-provider communication. A total of 18 caregivers (parents) completed surveys and 6 also took part in focus groups or interviews. In addition, 5 service providers from different disciplines took part in focus groups or interviews.ResultsAlthough usage patterns varied, the typical pattern was a steady level of use (2.5 times a month over an average of 9 months), which is higher than typically reported use. The portal pages most frequently accessed were the home page, health record main page, appointment main page, and reports main page. The Web-based survey captured caregivers’ perceptions of usefulness of and satisfaction with the EHR and portal messaging, as well as the portal’s impact on their engagement in care and perceptions of caregiver-provider communication. The surveys indicated a moderate degree of utility of and satisfaction with the portal features, and a low but emerging impact on engagement in care and caregiver-provider communication (survey scales measuring these outcomes displayed excellent internal consistency, with Cronbach alpha ranging from .89 to .95). Qualitative themes from focus groups and interviews supported and extended the survey findings. Caregivers and service providers saw appreciable information benefits and provided recommendations to increase portal use and utility. Caregivers focused on the scope of organizational adoption of the portal system and indicated their hopes for the future of the portal, whereas service providers were concerned about how to best manage their investment of time and effort in preparing client-friendly reports and messaging clients via the portal.ConclusionsOverall, the findings show the promise of the portal and the need for ongoing evaluation to show the portal’s ultimate potential in enhancing engagement in care and communication with care providers.

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Section: Discussionmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

Connecting Families to Their Health Record and Care Team: The Use, Utility, and Impact of a Client/Family Health Portal at a Children’s Rehabilitation Hospital

King¹,

Maxwell²,

Karmali³

et al. 2017

J Med Internet Res

Self Cite

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Centres for Leadership: a strategy for academic integration

King

Parker

Peacocke

et al. 2017

JHOM

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Purpose The purpose of this paper is to describe how an Academic Health Science Centre, providing pediatric rehabilitation services, research, and education, developed a Centres for Leadership (CfL) initiative to integrate its academic functions and embrace the goal of being a learning organization. Design/methodology/approach Historical documents, tracked output information, and staff members' insights were used to describe the ten-year evolution of the initiative, its benefits, and transformational learnings for the organization. Findings The evolutions concerned development of a series of CfLs, and changes over time in leadership and management structure, as well as in operations and targeted activities. Benefits included enhanced clinician engagement in research, practice-based research, and impacts on clinical practice. Transformational learnings concerned the importance of supporting stakeholder engagement, fostering a spirit of inquiry, and fostering leaderful practice. These learnings contributed to three related emergent outcomes reflecting "way stations" on the journey to enhanced evidence-informed decision making and clinical excellence: enhancements in authentic partnerships, greater innovation capacity, and greater understanding and actualization of leadership values. Practical implications Practical information is provided for other organizations interested in understanding how this initiative evolved, its tangible value, and its wider benefits for organizational collaboration, innovation, and leadership values. Challenges encountered and main messages for other organizations are also considered. Originality/value A strategy map is used to present the structures, processes, and outcomes arising from the initiative, with the goal of informing the operations of other organizations desiring to be learning organizations.

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Supporting Client and Family Engagement in Care Through the Planning and Implementation of an Online Consumer Health Portal

Cited by 2 publications

References 10 publications

Connecting Families to Their Health Record and Care Team: The Use, Utility, and Impact of a Client/Family Health Portal at a Children’s Rehabilitation Hospital

Connecting Families to Their Health Record and Care Team: The Use, Utility, and Impact of a Client/Family Health Portal at a Children’s Rehabilitation Hospital

Centres for Leadership: a strategy for academic integration

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