Improving Patient Portal Data Management with Innovative Technology

The availability and use of patient portals have increased in recent years with the advent of the federal government’s HITECH (Health Information Technology for Economical and Clinical Health Act), meaningful use provisions for electronic health records (EHRs), and the Merit-based Incentive Payment System (MIPS) calculating provider payments. Secure messaging from a patient to their provider has increased from 48 percent of patient portal users in 2017 to almost 60 percent in 2020.

The pandemic accelerated the adoption of patient portals and other remote healthcare technologies due to the need for contactless healthcare delivery. Patient portals play essential roles in maintaining access to healthcare and providing patient-provider electronic communications without a physical visit to a healthcare facility. While patient portals offer benefits, there are challenges with their use and management, such as patient engagement, health literacy, data quality, security and privacy, and integration with EHRs. Effectively managing data, designing sound workflow processes, and integrating advanced technology can enhance the patient experience, improve healthcare outcomes, and increase efficiency.

Data Type and Data Use

Data in patient portals are essential and fundamental. Common data used and collected in patient portals include demographic-personal information such as the patient’s name, address, phone number, and other contact information. Other information and data collected include:

• A medical history of the patient’s past illnesses, surgeries, allergies, and medications
• Test results including the results of any lab tests or imaging studies
• Current medications including dosages and frequency
• Appointment scheduling with the ability to schedule and manage appointments with healthcare providers
• Unstructured data such as text messages and notes between patient and provider
• Financial data allow patients to view and pay their medical bills, track their insurance claims, and manage their healthcare expenses.

High-quality and timely data improve patient engagement through increased access and patient-provider communication, ultimately leading to better health outcomes. Quality data and more effective information sharing through patient portals from healthcare providers lead to better patient outcomes, fewer errors, and reduced healthcare costs. From a time-management point of view, using patient portals can result in more efficient and flexible care services. Examples of this include scheduling appointments, requesting medication refills, and checking lab results through a portal to receive direct and instant feedback. Patient portal use can save time for both patients and providers and can help reduce the burden on the healthcare system.

In addition, patient portals allow patients to monitor their health status and detect potential issues early on, and lead to better patient safety and more effective treatment. Data collected and stored in the patient portal can also be aggregated and analyzed to identify trends and patterns in the health of a specific population or used for research purposes, such as identifying risk factors for certain diseases, evaluating the effectiveness of treatments, and tracking health outcomes over time.

Some patient portals also have the ability for patients to manage their healthcare expenses and stay informed about their medical bills and insurance claims. In addition, healthcare providers benefit by using patient portals for billing and financial purposes, helping to streamline their payment processes and improve revenue cycle management.

Challenges in Data Management

There are challenges associated with data collection and management in patient portals. Key challenges include data quality, data security, technical challenges, patient engagement, and health literacy. The quality of the data collected through patient portals can vary depending on how it is entered by the patient or collected/reported by the healthcare providers. Inaccurate data entered and reported can impact the quality and accuracy of health records and patient information.

 Securely managing patient portal data can protect patient privacy and prevent unauthorized access. Healthcare professionals need to ensure that their patient portal is compliant with relevant laws and regulations related to data security and privacy, such as HIPAA (Health Insurance Portability and Accountability Act of 1996), the Affordable Care Act (ACA), and other policies and regulations.

 Patient portals may face technical challenges related to integration with other health information systems. For example, if a patient's health record is stored in a different system, the patient portal may have difficulty accessing that data. Healthcare professionals should provide appropriate training and support to help patients who need technical or health literacy skills to use the patient portal effectively.

Technology Use in Patient Portal

Depending on the specific needs and requirements of the healthcare provider and their patients, various types of technology enable and improve patient portal use. The patient portal can integrate with EHR systems where clinical information is generated, stored, and managed, allowing patients to access their health information securely. When patient portals connect to health information exchange (HIE) networks, healthcare providers can share patient health information with providers within the network and patients can access their health information from multiple providers.

Using mobile apps to access health information, make and view appointments, refill prescriptions, and retrieve other information improves accessibility and flexibility. Secured messaging platforms allow communicating and sharing of information between patients and healthcare providers. Cloud computing technology creates a patient portal accessible from any device with an internet connection from any location.

Patient portals also can be integrated with artificial intelligence (AI) technologies to enhance the patient experience, improve healthcare outcomes, and increase efficiency. AI algorithms can analyze a patient’s health data and provide personalized recommendations for improving their health, such as exercise or diet advice. Chatbots can be integrated into patient portals to provide patients with quick answers to frequently asked questions, the ability to schedule appointments, and appropriate medication reminders.

AI technologies can be used to analyze patient data and identify patients who are at risk for certain conditions. Patient portals can then provide targeted interventions and resources to help prevent or manage these conditions. And they can be integrated with voice assistants, such as Amazon’s Alexa or Google Assistant, to allow patients to access their health information hands-free.

Usability is a critical aspect of improving the accessibility of patient portals. Portals should be easy-to-use, intuitive, serve the needs and functions of the patient, and meet the challenges of varying levels of computer skills and health literacy. Several best practice factors that contribute to patient portal usability include having a clean and intuitive user interface design that is easy to navigate, design to meet the needs of patients and healthcare providers, accessibility to all patients, including those with disabilities or limited computer skills, design to be mobile-responsive, and clear and concise instructions and guidance to patients on how to use the platform effectively.

HI Roles in Patient Portals

Health Information (HI) professionals play an integral role in the appropriate use of patient portals. Patient portals are effective communication tools that allow patients to access, manage, and share their health information with their healthcare providers. There are various areas in which HI professionals can work to improve patient portal data, access, and security. These include:  

• Reviewing, managing, updating, and verifying patient clinical and demographic information regularly to identify all hidden errors and inconsistencies.  Verifying patient-generated health data, such as blood pressure readings, weight, and physical activity levels, entered in the patient portal by patients. 
• Ensuring data sharing between healthcare providers, such as from a primary care physician to a specialist, enables the patient to receive coordinated and comprehensive care. Facilitating health information exchange networks for the secure sharing and integration of patient information across different healthcare organizations and systems.
• Establishing and overseeing various policies and regulations to ensure the security and privacy of patient health information while complying with HIPAA regulations, state laws, and compliance policies. Outlining data/information retention, deletion, and reporting policies.
• Giving oversight to safeguard electronic health information, providing policies for data breach notifications, and ensuring patient rights to access and control their health information.
• Using data analytic tools and advanced technology to analyze the patient portal data and identify any patterns or trends that may indicate issues with data quality.
• Ensuring security and privacy of the patient portal, following security and data encryption protocols, including data access controls, and ensuring all patient data are protected.

Conclusion

Patient portals can improve healthcare quality by empowering patients with greater control over their health information and access to their healthcare providers. Effective management and provision of quality data with advanced technology is the key to improving communication and increasing patient portal use.

By leveraging patient portals to support health information management, healthcare providers can improve the quality of care, enhance patient engagement, streamline communication and collaboration among healthcare providers, and provide better patient outcomes. HI professionals play essential roles in patient portal data management, policy making, and privacy security safeguards.

Shannon H. Houser, PhD, MPH, RHIA, FAHIMA, is a professor at the University of Alabama at Birmingham’s Department of Health Services Administration in Birmingham, AL.

Jennifer L. Peterson, PhD, RHIA, CTR, is an associate professor and program director for Health Informatics and Management in the Department of Health Sciences at Illinois State University in Normal, IL.