Table 3. COVID-19 pandemic topic thematic analysis results summary table.

Theme	Description	Key points
Developing, deploying, and evaluating new care processes, especially for telehealth delivery	Providing health care during the COVID-19 pandemic while complying with public safety measures required developing new virtual care processes, which have been documented in the literature.	• New virtual care processes were required for all stages of a visit— previsit such as patient portal enrollment, during such as “rooming,” and postvisit follow-up—as well as remote disease monitoring and patient education. 47 48 49 50 51 52 53 54  • The literature describes a wide variety of clinician-facing, sociotechnical implementation strategies, including securing and organizing human resources (e.g., clinician champions); developing guidelines, standard scripts, and best practices; offering trainings and clearly communicating evolving processes and resources; and leveraging technological resources. 47 48 49 50 51 52 53 55  • The patient-facing initiatives reported in the literature are limited to technological training and support, with an emphasis on mitigating the risk of digital health disparities. 47 48 49 50 52 55 56 57 58 59 60 61 62
Developing and deploying portal tools to respond to COVID-19	The portal was leveraged as key infrastructure for deploying tools to respond to COVID-19 such as triage.	• Limited literature suggests that portals may successfully be used for triaging, scheduling, and monitoring patients with suspected or confirmed COVID-19. 63 64 65  • Offering multimodal (e.g., portal and telephone) approaches was important to avoid disparities. 65