Table 4.

Patient Portal Management Best Practices

Adjust timing of results to avoid problems with patient misunderstanding or cancelling of interactions with providers (i.e., release results after provider review, especially in the ER setting, allow time for providers to discuss results with patient for certain tests/circumstances).

Engage providers in review of timing of results to enable the best balance for providers and patients.

Ensure compliance with 21st Century Cures Act − if information is not included in the patient portal ensure that patients understand it is still available to them through other means.

Provide education to nurses regarding the fact that patients may see their documentation.

Develop policies and procedures for not only basic use of patient portals but more complex management of patient portals and potential issues that may arise.

Provide ongoing patient education on patient portal use and health literacy.

Advocate for patients to help meet patient needs and ease of use.

Train staff in consumer facing skills and equip them with the skills to aid patients in portal use.

Watch for provider burn-out and increases in provider uncompensated time due to patient messaging.

Prepare for potential billing for complex patient messaging encounters. If billing is initiated ensure knowledge of regulations and develop policies and procedures.

If billing is initiated, design and implement data analyses to evaluate the effect of billing for patient messaging to ensure appropriate patient usage and to monitor for changes in quality of care.