Improving Provisioning of an Inpatient Portal: Perspectives from Nursing Staff.

BACKGROUND: Inpatient portals are recognized to provide benefits for both patients and providers, yet the process of provisioning tablets to patients by staff has been difficult for many hospitals. OBJECTIVE: Our study aimed to identify and describe practices important for provisioning an inpatient portal from the perspectives of nursing staff and provide insight to enable hospitals to address challenges related to provisioning workflow for the inpatient portal accessible on a tablet. METHODS: Qualitative interviews were conducted with 210 nursing staff members across 26 inpatient units in six hospitals within The Ohio State University Wexner Medical Center (OSUWMC) following the introduction of tablets providing access to an inpatient portal, MyChart Bedside (MCB). Interviews asked questions focused on nursing staffs' experiences relative to MCB tablet provisioning. Verbatim interview transcripts were coded using thematic analysis to identify factors associated with tablet provisioning. Unit provisioning performance was established using data stored in the OSUWMC electronic health record about provisioning status. Provisioning rates were divided into tertiles to create three levels of provisioning performance: (1) higher; (2) average; and (3) lower. RESULTS: Three themes emerged as critical strategies contributing to MCB tablet provisioning success on higher-performing units: (1) establishing a feasible process for MCB provisioning; (2) having persistent unit-level MCB tablet champions; and (3) having unit managers actively promote MCB tablets. These strategies were described differently by staff from the higher-performing units when compared with characterizations of the provisioning process by staff from lower-performing units. CONCLUSION: As inpatient portals are recognized as a powerful tool that can increase patients' access to information and enhance their care experience, implementing the strategies we identified may help hospitals' efforts to improve provisioning and increase their patients' engagement in their health care.

Relationships between patient portal activation and patient satisfaction scores among CG-CAHPS and HCAHPS respondents.

OBJECTIVES: Patient portals are health information technology tools that offer patients access to their personal health information and a means to communicate with health care providers, but little is known about their impact on patient satisfaction. Identifying factors that increase patient satisfaction may improve patient care and can protect health care providers from financial penalties. Our study sought to investigate how patient portals are associated with patient satisfaction in both inpatient and outpatient settings. STUDY DESIGN: Retrospective, pooled cross-sectional study. METHODS: Data from the Clinician and Group Consumer Assessment of Healthcare Providers and Systems (CG-CAHPS) and Hospital CAHPS (HCAHPS) patient satisfaction surveys were linked to inpatient and outpatient portal account status at a large academic medical center. Using fractional logistic regression, we investigated the relationship between patient satisfaction survey scores and patient portal activation. RESULTS: Patients with an activated outpatient portal account reported higher patient satisfaction across a subset of the CG-CAHPS dimensions, and patients with an activated inpatient portal account reported higher patient satisfaction across a subset of the HCAHPS dimensions, compared with patients without the respective portal accounts. CONCLUSIONS: Our study suggests the potential for patient portals to enhance patient satisfaction, especially in areas such as care coordination and care transitions. In both inpatient and outpatient settings, portal use may improve the patient-centeredness of care. Our findings indicate important considerations for both health care organizations and their patients to promote patient portal use as a means of improving patient satisfaction, especially in the context of potential impacts on reimbursement and reputation.

An Exploration of the Association between Inpatient Access to Tablets and Patient Satisfaction with Hospital Care.

Patient-centered care seeks to improve healthcare quality by engaging patients in their health management. Hospitals are employing strategies to enhance patient engagement to improve care quality, as measured by patient satisfaction through the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. Tablets are one tool hospitals use to increase patient engagement during hospitalization, as tablets can provide patients with access to both entertainment options and personal health information through patient portals. To explore the association between tablet access and patient satisfaction, data on tablet provisioning were linked to patient HCAHPS scores. Patients who were provided a tablet had higher HCAHPS scores in a subset of satisfaction measures, as compared with patients who were not provided a tablet, suggesting that tablets could positively influence patients' satisfaction with their hospital stay. Future studies are warranted to understand the specific ways in which tablet use improves the patient experience during hospitalization.