Patient Portal as a Tool for Enhancing Patient Experience and Improving Quality of Care in Primary Care Practices

INTRODUCTION: This study assessed whether patient portals influence patients’ ability for self-management, improve their perception of health state, improve their experience with primary care practices, and reduce healthcare utilization. METHODS: Patients participating in a nurse-led care coordination program received personalized training to use the portal to communicate with the care team. Data analysis included pre-post comparison of self-efficacy (CDSES), health state (EQVAS), functional status (PROMIS(®)), experience with the provider/practice (CG-CAHPS), and healthcare utilization (admissions and ED visits). RESULTS: A total of 94 patients were enrolled, and 92 (Intent to Treat) were followed up for 7 months to assess their experience, and for 12 months to assess healthcare utilization. Seventy four (mean age 60+13 years) used the portal (Users). Comparison between baseline and 7-month follow-up showed no statistically significant improvements in self-efficacy, perception of health state or experience with the primary care practice. Only functional status improved significantly. ED visits/1000 patients were reduced by 26% and 21% in the Intent to Treat and Users groups, respectively. Hospital admissions/1000 patients were reduced by 46% in the Intent to Treat group and by 38% in the Users group. DISCUSSION: For patients in care coordination, having access to patient portals may improve access to providers and health data that lead to improvements in patients’ functional status and reduce high-cost healthcare utilization, but it does not seem to improve self-efficacy, perception of health state, or experience with primary care practices. CONCLUSION: In this study, the use of patient portals improved functional status and reduced high-cost healthcare utilization in patients with chronic conditions.