Table 2.

Stage 2: learnings from patient-centered measurement (PCM) and portal implementation.

Learnings	Patients	Providers
Use of patient portal (not used during visits)	View educational and community resources and complete PROMsa and PREMsb A way to overcome isolation and focus on self Unable to use during times of severe depression or fatigue	Ways to provide information to the patient and impart “a feeling that care is nearby” A lack of integration with EMRc Resulted in use by a single nurse to manually transfer patient-generated data, which were rarely reviewed during a care visit Lack of alerts to trigger action reduced portal usefulness
Value of educational resources	Knowledge is vital to overcoming illness Provide credible information and avoid getting “lost in the abyss” The initial educational materials provided would have been helpful earlier in their diagnosis and illness. Personalized material would be valuable	Appreciated the potential for educational resources to be tailored to the patient’s stage and needs “Not able to sustain ongoing educational material development or deployment”
Use of PCMs	Completing PROMs was extremely “validating” Sense of being heard and capturing more of the relevant information about their mental health Tracking and trending scores using a portal “painted a picture of where I am” Frustration that their providers were not asking about or reviewing PROMs during care visits Unclear who was to bring up the PROM	Did not use within portal because of the following reasons: Lack of integration of portal with EMR (only total score of PROMs were manually entered into the EMR) Lack of alerts for changes in questionnaire scores that should trigger action Belief that the PCM did not add to the existing relationship
Optimizing completion and use of PROMs	Timely reminders for PROM completion PROMs needed that address function to aid “what created my responses” as part of the interpretation of a measure	Timely customizable reminders for PROM completion Interoperability of systems Additional training on use of PROMs

^aPROM: patient-reported outcome measure.

^bPREM: patient-reported experience measure.

^cEMR: electronic medical record.