JMIR Publications

ABSTRACT

Background:

Health systems are increasingly offering patient portals as tools for patients to access their health information with the goal of improving engagement in care. However, understanding healthcare providers' perspectives on patient portal uptake, implementation, and use is crucial for its adoption.

Objective:

This study aimed to understand healthcare provider experiences of implementing the MyChart patient portal, perspectives about its impact on patient care and workload, and opportunities for improvement.

Methods:

Using an explanatory sequential mixed methods approach, we conducted an online questionnaire and semi-structured individual interviews with healthcare providers at a large Canadian community hospital, six months after MyChart was first offered to patients. We explored perspectives about the impact of MyChart on clinical practice, workload, and patient care. Data were analyzed using descriptive statistics and thematic analysis.

Results:

Two hundred and sixty-one healthcare providers completed the online questionnaire, and 15 also participated in interviews. Participants agreed that patients should have access to their health information through MyChart and identified its benefits such as patients gaining a greater understanding of their own health, which could improve patient safety (62%, n=160/255). While many healthcare providers agreed that MyChart supported better patient care (42%, n=108/258), there was limited understanding of features available to patients and expectations for integrating MyChart into clinical routines. Concerns were raised about potential negative impacts of MyChart on patient-provider relationships because sensitive notes or results could be inappropriately interpreted (43%, n=109.251), and a potential increase in workload if additional portal features were introduced. Suggested opportunities for improvement included support for both patients and healthcare providers to learn about MyChart and establishing guidelines for communication about information available in MyChart.

Conclusions:

While healthcare providers acknowledged that MyChart improved patients’ access to health information, its implementation introduced some friction and concerns. To reduce the risk of these challenges, health systems can benefit from engaging healthcare providers early to identify effective patient portal implementation strategies.