Assessing Patient Portal Utilization After Implementation of Portal Enrollment on Hospital Admission

Abstract

Problem: A challenge for patients during hospitalization at a research hospital is a lack of direct access to notes, laboratory results, and educational materials. Patients are often not enrolled in their patient portal, which provides key health information related to their care during hospitalization through their computer or smartphone. A recent patient portal survey provided feedback indicating difficulty accessing the portal after discharge, confusion with enrolling, and trouble navigating the portal. Purpose: The purpose of this quality improvement (QI) initiative was to implement patient portal enrollment during hospital admission to increase portal enrollment and utilization of patient notes, results, and educational material, as well as increase patient satisfaction and engagement by providing bedside training and support during hospitalization. Methods: The proposed practice change included educating patient portal support and nursing staff on portal functionality and benefits. A portal enrollment process was implemented in a medical-surgical unit at admission, and bedside support and training were provided for patients who did not have a patient portal account. The initiative was implemented over 14 weeks in the fall of 2023. The portal enrollment data varied from week to week, depending on the number of admissions to the unit who were not enrolled in the portal and were eligible to enroll. A patient portal satisfaction survey was given to patients before discharge to assess the success of patient portal enrollment on admission and satisfaction with portal utilization during hospitalization. Results: During the 14 weeks of implementation, 40 patients were eligible to enroll. Of those, 38 enrolled in the portal, and two declined enrollment. Thirty-three patients accessed the portal, and 22 accessed specific portal information. Conclusion: Findings suggest that providing bedside portal education and assistance during admission effectively increases portal enrollment and accessibility to healthcare information.