JMIR Publications

ABSTRACT

Background:

Patient portals are a promising instrument to improve patient-centered care by providing patients information and tools that can help them better manage their health. The implementation of portals in both the inpatient and outpatient setting provides an opportunity to support patients both during hospitalization and after discharge. There exists a need to better understand how inpatient and outpatient portals are used across care contexts.

Objective:

This study examined patients’ perceptions of using inpatient and outpatient portals across the care settings including how they used the portals, and benefits and concerns associated with portal use.

Methods:

We interviewed patients who had used an inpatient portal during their hospitalization at an academic medical center at 15 days and 6 months post-discharge to gather perspectives about portal use in both hospital and outpatient settings.

Results:

Interviews focused on three main areas of portal use: experience with the portal features, perceived benefits, and concerns. Responses at 15 days (N=60) and 6 months (N=60) post-discharge converged with respect to perceptions about portal use. Patients identified viewing their health information, managing their schedule, and communicating with providers as notable activities. Convenience, access to information, and better engagement in care were indicated as benefits. Concerns were related to technology issues and privacy/security risks.

Conclusions:

Implementation of inpatient portals as a companion to outpatient portals is increasing and can enable patients to better manage aspects of their care. Although care processes vary substantively across settings, the benefits of convenience, improved access to information, and better engagement in care suggest opportunities for portal use to support patient-centered care across care settings.