Table 2.

Types of Patient Portal Management Challenges

Timing Issues	Patient	Other
Other hospital in town releases information faster	Need for more education for patients (both use and content); patients interpret data wrong or Google information	Patients complain about lack of results from other facilities (i.e., MyChart at one facility should have all MyChart info from all facilities)
ER patients get results then leave before seeing provider	Need to create emails for patient access (i.e., no email, couple shares email)	Patients upset about content (i.e., “patient refuses treatment”)
Patients try to enroll before they receive invite	Complaints about parent limited access for ages 12-17	Issues with copy/paste in notes (i.e., diagnosis from 2015)
Staff remembering to reply to messages in timely manner	Inappropriate parent/proxy access	Dependent on patient to maintain privacy/security
Providers/staff slow in answering messages	Patients' technical challenges take time and attention	Maintaining current provider list for messaging
	Patients email with problems but don't include ID info	Ensuring no information blocking
	Numerous password/login reset requests	Low patient portal usage
	Patients get text that results are ready and go to physical facility for copy of results	Increase in amendment requests
	Managing proxy requests	Scanned documents going into the wrong portal − HIPAA violation