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Dissertation
Standardizing Patient Portal Communication
University of Iowa
Doctor of Nursing Practice (DNP), University of Iowa
Spring 2024
Abstract
Background Online patient portals allow patients access to their medical data and communication with their providers asynchronously. As this technology continues to expand, it is important to understand the clinical implications and workload associated with asynchronous communication. Nursing triage, rules of engagement, and provider and patient satisfaction are important factors to consider when developing organizational policies and procedures. Purpose This project aimed to decrease the number of portal messages escalated to providers with the intention of improving provider satisfaction and improved workflows. Creating clear rules of engagement for patients to establish boundaries for communication is essential for provider satisfaction, reducing provider burnout related to high volumes of messages, and ensuring patients receive the appropriate level of care. Methods Lean Six Sigma was chosen as the guiding framework for this project. The problem was identified and then a standardized triage process and clear patient portal use guidelines were created and implemented to ensure patients were receiving the appropriate level of care and reducing the number of messages escalated to providers. Provider satisfaction was also measured using provider satisfaction surveys. Findings Of the four providers selected to participate, two were unable to complete implementation due to staffing issues. Data from the remaining two providers was analyzed using a t-test comparing the first half of implementation versus the second half for each provider. Both providers had a statistically significant decrease in the number of messages they were receiving per day. Discussion Both providers saw a statistically significant decrease in the number of portal messages escalated to their inboxes by about 50% in turn improving their satisfaction survey scores. Improving appointment access by using schedule blocks also ensured patients were receiving the appropriate level of care for their message concerns. Unfortunately, clinic wide adoption of the policy was unable to be obtained at the completion of the project due to conflicting management priorities.
Details
- Title: Subtitle
- Standardizing Patient Portal Communication
- Creators
- Alissa Kleywegt - University of Iowa
- Contributors
- Amalia Gedney-Lose (Chair) - University of Iowa
- Resource Type
- Dissertation
- Project Type
- Poster
- Degree Awarded
- Doctor of Nursing Practice (DNP), University of Iowa
- Degree in
- Family Nurse Practitioner
- Date degree season
- Spring 2024
- Publisher
- University of Iowa
- Number of pages
- 1 page
- Copyright
- Copyright © 2024 Alissa Kleywegt
- Language
- English
- Academic Unit
- College of Nursing; Doctor of Nursing Practice Projects
- Record Identifier
- 9984627350802771
Metrics
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