Table 1.
Themes of incidents, complaints, and helpdesk issues concerning the patient portal.
| Themes | Number of notifications of incidents in patient care (n=63) | Number of complaints addressed at complaint commission (n=4) | Helpdesk requestsa (n=2673), n (%) |
| Patient portal issues | 6 | 4 | 2506 (93.75) |
| Real-time disclosure | 2 | 1b | 3b (0.00) |
| Discovery of faulty information by a patient | 2c | —d | 21 (0.78) |
| Results/reports not in the patient portal | — | 1 | 133 (4.97) |
| Security and privacy | 1 | — | 18 (0.67) |
| (Follow-up) electronic consult | 1 | — | 55 (2.06) |
| Logging on | — | 1 | 184 (6.88) |
| Difficulty acquiring access to the patient portal | — | 1 | 634 (23.72) |
| Other (eg, technical issues, navigation, and provision of information) | — | — | 1524 (57.01) |
| Not patient portal related | 57 | — | 167 (6.24) |
aOne respondent can address multiple situations and/or experiences; therefore, the sum of the column adds up to more than its total.
bComplaint registered by both complaint commission and helpdesk.
cOne of these incidents is also reported by a respondent in the survey for health care professionals.
dThis theme did not occur in the database.