Issues and questions to consider in implementing secure electronic patient-provider web portal communications systems

International Journal of Medical Informatics

Volumn 79, Issue 7, 2010, Pages 469-477

  Wakefield, Douglas S ^a   Mehr, David ^a   Keplinger, Lynn ^a   Canfield, Shannon ^a   Gopidi, Rajitha ^a   Wakefield, Bonnie J ^b   Koopman, Richelle J ^a   Belden, Jeffery L ^a   Kruse, Robin ^a   Kochendorfer, Karl M ^a  

^a UNIVERSITY OF MISSOURI   (United States)

^b DEPARTMENT OF VETERANS AFFAIRS   (United States)

Author keywords

Electronic patient provider communications; Patient web portal; Secure web communications

Indexed keywords

COMMUNICATIONS SYSTEMS; ELECTRONIC PATIENT-PROVIDER COMMUNICATION; HEALTHCARE ORGANIZATIONS; IMPLEMENTATION PROCESS; INTERNET BASED; KEY ISSUES; LESSONS LEARNED; MEDICAL RECORD; PATIENT-PROVIDER COMMUNICATION; PERFORMANCE MONITORING; PRIMARY CARE CLINICS; SELECTION PROCESS; STRATEGIC FIT; SYSTEMS IMPLEMENTATION; WEB COMMUNICATIONS; WEB PORTAL; WORK-FLOWS;

COMMUNICATION SYSTEMS; HEALTH CARE; PERSONAL COMMUNICATION SYSTEMS; PORTALS; WORLD WIDE WEB;

SOCIETIES AND INSTITUTIONS;

APPLICATION SERVICE PROVIDER; ARTICLE; COMPUTER SECURITY; ELECTRONIC DATA INTERCHANGE; FINANCIAL MANAGEMENT; HEALTH CARE ORGANIZATION; INTERNET; MEDICAL INFORMATICS; MEDICAL INFORMATION SYSTEM; ONLINE SYSTEM; PATIENT CARE; PATIENT SATISFACTION; POLICY; PRIORITY JOURNAL; PROFESSIONAL SECRECY; STAFF TRAINING; AMBULATORY CARE; DOCTOR PATIENT RELATION; ELECTRONIC MEDICAL RECORD; HEALTH CARE DELIVERY; HOSPITAL MANAGEMENT; ORGANIZATION AND MANAGEMENT; UNITED STATES;

AMBULATORY CARE; COMPUTER SECURITY; DELIVERY OF HEALTH CARE; HOSPITAL COMMUNICATION SYSTEMS; INTERNET; MEDICAL RECORDS SYSTEMS, COMPUTERIZED; PHYSICIAN-PATIENT RELATIONS; UNITED STATES;

EID: 77952890501     PISSN: 13865056     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.ijmedinf.2010.04.005     Document Type: Article

References (55)

1. Hassol A., Walker J.M., Kidder D., Rokita K., Young D., Pierdon S., Deitz D., Kuck S., and Ortiz E. Patient experiences and attitudes about access to a patient electronic health care record and linked web messaging. J. Am. Med. Inform. Assoc. 11 6 (2004) 505-513
2. Chen C., Garrido T., Chock D., Okawa G., and Laing L. The Kaiser permanente electronic health record: transforming and streamlining modalities of care. Health Affairs (Millwood) 28 2 (2009) 323-333
3. Ralston J.D., Martin D.P., Anderson M.L., Fishman P.A., Conrad D.A., Larson E.B., and Grembowski D. Group health cooperative's transformation toward patient-centered access. Med. Care Res. Rev. 66 6 (2009) 703-724
4. Harris L.T., Martin D.P., Haneuse S.J., and Ralston J.D. Diabetes quality of care and outpatient utilization associated with electronic patient-provider messaging: a cross-sectional analysis. Diabetes Care 32 7 (2009) 1182-1187
5. Fullerton C., Aponte P., Hopkins R., Bragg D., and Ballard D.J.U. Lesson learned from pilot site implementation of an ambulatory electronic health record. Proc. Bayl. Univ. Med. Cent. 19 4 (2006) 303-310
6. Bryne J.M., Elliott S., and Firek A. Initial experience with patient-clinician secure messaging at a VA medical center. J. Am. Med. Inform. Assoc. 16 2 (2009) 267-270
7. Zickmund S.L., Hess R., Bryce C.L., McTigue K., Olshansky E., Fitzgerald K., and Fischer G.S. Interest in the use of computerized patient portals: role of the provider-patient relationship. J. Gen. Intern. Med. 23 Suppl. 1 (2008) 20-26
8. McGeady D., Kujala J., and Ilvonen K. The impact of patient-physician web messaging on healthcare service provision. Int. J. Med. Inform. 77 1 (2008) 17-23
9. Katz S.J., and Moyer C.A. The emerging role of online communication between patients and their providers. J. Gen. Intern. Med. 19 9 (2004) 978-983
10. Houston T.K., Sands D.Z., Jenckes M.W., and Ford D.E. Experiences of patients who were early adopters of electronic communication with their physician: satisfaction, benefits and concerns. Am. J. Manage. Care 10 9 (2004) 601-608
11. Lin C.T., Wittevrongel L., Moore L., Beaty B.L., and Ross S.E. An internet-based patient-provider communication system: randomized controlled trial. J. Med. Internet Res. 7 (2005) e47
12. Wallwiener M., Wallwiener C.W., Kansy J.K., Seeger H., and Rajab T.K. Impact of electronic messaging on the patient-physician interaction. J. Telemed. Telecare 15 5 (2009) 243-250
13. Sittig D.F. Results of a content analysis of electronic messages (email) sent between patients and their physicians. BMC Med. Inform. Decis. Making 3 (2003) 11
14. Leong S.L., Gingrich D., Lewis P.R., Mauger D.T., and George J.H. Enhancing doctor-patient communication using email: a pilot study. J. Am. Board Family Pract. 18 3 (2005) 180-188
15. Matheny M.E., Gandhi T.K., Orav E.J., Ladak-Merchant Z., Bates D.W., Kuperman G.J., and Poon E.G. Impact of an automated test results management system on patients' satisfaction about test result communication. Arch. Intern. Med. 167 20 (2007) 2233-2239
16. Ralston J.D., Carrell D., Reid R., Anderson M., Moran M., and Hereford J. Patient web services integrated with a shared medical record: patient use and satisfaction. J. Am. Med. Inform. Assoc. 14 6 (2007) 798-806
17. Liederman E.M., and Morefield C.S. Web messaging: a new tool for patient-physician communication. J. Am. Med. Inform. Assoc. 10 3 (2003) 260-270
18. Ross S.E., Moore L.A., Earnest M.A., Wittevrongel L., and Lin C.T. Providing a web-based online medical record with electronic communication capabilities to patients with congestive heart failure: randomized trial. J. Med. Internet Res. 6 May (2) (2004) e12
19. Hereford J., Bell E., Lee J., and Eytan T. Patient satisfaction with a web-based patient-provider messaging system implemented across a statewide delivery system (Group Health Cooperative). AMIA Annu. Symp. Proc. (2003) 860
20. Adler K.G. Web portals in primary care: an evaluation of patient readiness and willingness to pay for online services. J. Med. Internet Res. 8 4 (2006) e26
21. Harris Interactive. Patient/physician online communication: many patients want it, would pay for it, and it would influence their choice of doctors and health plans. Health Care News 2 8 (2002) 1-4
22. Fowles J.B., Kind A.C., Craft C., Kind E.A., Mandel J.L., and Adlis S. Patients' interest in reading their medical record: relation with clinical and sociodemographic characteristics and patients' approach to health care. Arch. Intern. Med. 164 7 (2004) 793-800
23. Bryce C.L., Zickmund S., Hess R., McTigue K.M., Olshansky E., Fitzgerald K., and Fischer G. Value versus user fees: perspectives of patients before and after using a web-based portal of management of diabetes. Telemed. J. E: Health 14 10 (2008) 1035-1043
24. Kleiner K.D., Akers R., Burke B.L., and Werner E.J. Patient and physician attitudes regarding electronic communications in pediatric practices. Pediatrics 109 5 (2002) 740-744
25. Sorensen L., Shaw R., and Casey E. Patient portals: survey of nursing informaticists. Stud. Health Technol. Inform. 146 (2009) 160-165
26. Delbanco T., and Sands D.Z. Electrons in flight-e-mail between doctors and patients. N. Engl. J. Med. 350 17 (2004) 1705-1707
27. Katz S.J., Nissan N., and Moyer C.A. Crossing the digital divide: evaluating online communication between patients and their providers. Am. J. Manage. Care 10 9 (2004) 593-598
28. White C.B., Moyer C.A., Stern D.T., and Katz S.J. A content analysis of E-mail communication between patients and their providers: patients get the message. J. Am. Med. Inform. Assoc. 11 4 (2004) 260-267
29. Couchman G.R., Forjuoh S.N., Rascoe T.G., Reis M.D., Koehler B., and Walsum K.L. E-mail communications in primary care: what are patients' expectations for specific test results?. Int. J. Med. Inform. 74 January (1) (2005) 21-30
30. Sittig D.F., King S., and Hazlehurst B.L. A survey of patient-provider e-mail communication: what do patients think?. Int. J. Med. Inform. 61 1 (2001) 71-80
31. Tjora A., Tran T., and Faxvaag A. Privacy vs. usability: a qualitative exploration of patients' experiences with secure internet communication with their general practitioner. J. Med. Internet Res. 7 2 (2005) e15
32. Katz S.J., Moyer C.A., Cox D.T., and Stern D.T. Effect of a triage-based e-mail system on clinic resource use and patient and physician satisfaction in primary care. J. Gen. Intern. Med. 18 9 (2003) 736-744
33. Liederman E.M., Lee J.C., Baquero V.H., and Seites P.G. The impact of patient-physician web messaging on provider productivity. J. Healthcare Inform. Manage. 19 2 (2005) 81-86
34. Neville R.G., Marsden W., McCowan C., Pagliari C., Mullen H., and Fannin A. A survey of GP attitudes to and experiences of email consultations. Inform. Prim. Care 12 4 (2004) 201-206
35. Kittler A.F., Carlson G.L., Harris C., Lippincott M., Pizziferri L., Volk L.A., Jagannath Y., Wald J.S., and Bates D.W. Primary care physician attitudes towards using a secure web-based portal designed to facilitate electronic communication with patients. Inform. Prim. Care 12 3 (2004) 129-138
36. Hobbs J., Wald J., Jagannath Y.S., Kittler A., Pizziferri L., Volk L.A., Middleton B., and Bates D.W. Opportunities to enhance patient and physician e-mail contact. Int. J. Med. Inform. 70 1 (2003) 1-9
37. Ralston J.D., Rutter C.M., Carrell D., Hecht J., Rubanowice D., and Simon G.E. Patient use of secure electronic messaging within a shared medical record: a cross-sectional study. J. Gen. Intern. Med. 24 3 (2009) 349-355
38. Zhou Y.Y., Garrido T., Chin H.L., Wiesenthal A.M., and Liang L.L. Patient access to an electronic health record with secure messaging: impact on primary care utilization. Am. J. Manage. Care 13 7 (2007) 418-424
39. Roter D.L., Larson S., Sands D.Z., Ford D.E., and Houston T. Can e-mail messages between patients and physicians be patient-centered?. Health Commun. 23 1 (2008) 80-86
40. Grant R.W., Wald J.S., Schnipper J.L., Gandhi T.K., Poon E.G., Orav E.J., Williams D.H., Volk L.A., and Middleton B. Practice-linked online personal health records for type 2 diabetes mellitus. Arch. Intern. Med. 168 16 (2008) 1776-1782
41. Green B.B., Cook A.J., Ralston J.D., Fishman P.A., Catz S.L., Carlson J., Carrell D., Tyll L., Larson E.B., and Thompson R.S. Effectiveness of home blood pressure monitoring, web communication, and pharmacist care on hypertension control: a randomized controlled trial. JAMA 299 24 (2008) 2857-2867
42. Bergmo T.S., Kummervold P.E., Gammon D., and Dahl L.B. Electronic patient-provider communication: will it offset office visits and telephone consultations in primary care?. Int. J. Med. Inform. 74 9 (2005) 705-710
43. Reijonsaari K., McGeady D., Kujala J., and Ekroos N. Effects of E-health on health care service production processes-case study: Palo alto online. International Conference on the Management of Healthcare & Medical Technology. Aalborg, Denmark, August 25-26 (2005) 62-73
44. Wu R.C., Delgado D., Costigan J., Maciver J., and Ross H. Pilot study of an internet patient-physician communication tool for heart failure disease management. J. Med. Internet Res. 7 1 (2005) e8
45. Anand S.G., Feldman M.J., Geller D.S., Bisbee A., and Bauchner H. A content analysis of e-mail communication between primary care providers and parents. Pediatrics 115 5 (2005) 1283-1288
46. Wald J.S., Burk K., Gardner K., Feygin R., Nelson E., Epstein M., Poon E.G., and Middleton B. Sharing electronic laboratory results in a patient portal-a feasibility pilot. Stud. Health Technol. Inform. 129 Pt 1 (2007) 18-22
47. Hess R., Bryce C.L., Paone S., Fischer G., McTigue K.M., Olshansky E., Zickmund S., Fitzgerald K., and Siminerio L. Exploring challenges and potentials of personal health records in diabetes self-management: implementation and initial assessment. Telemed. J. E: Health 13 5 (2007) 509-517
48. Britto M.T., Jimison H.B., Munafo J.K., Wissman J., Rogers M.L., and Hersh W. Usability testing finds problems for novice users of pediatric portals. J. Am. Med. Inform. Assoc. 16 5 (2009) 660-669
49. Atreja A., Mehta N., Miller D., Moore S., Nichols K., Miller H., and Harris M. One size does not fit all: using qualitative methods to inform the development of an internet portal for Multiple Sclerosis patients. AMIA Annu. Symp. Proc., vols. 16-20 (2005)
50. Shaw E., Howard M., Chan D., Waters H., Kaczorowski J., Price D., and Zazulak J. Access to web-based personalized antenatal health records for pregnant women: a randomized controlled trial. J. Obstet. Gynaecol. Can. 30 1 (2008) 38-43
51. Ketteridge G., Delbridge H., and Delbridge L. How effective is email communication for patients requiring elective surgery?. ANZ J. Surg. 75 8 (2005) 680-683
52. Car J., and Sheikh A. Email consultations in health care. 2. Acceptability and safe application. BMJ 329 7463 (2004) 439-442
53. Ruland C.M., Brynhi H., Andersen R., and Bryhni T. Developing a shared electronic health record for patients and clinicians. Stud. Health Technol. Inform. 136 (2008) 57-62
54. Office of Health Information Technology, Meaningful Use, http://healthit.hhs.gov/portal/server.pt?open=512&objID=1325&parentname=CommunityPage&parentid=1&mode=2 (accessed 12/10/09).
55. Bachman J.W. The patient-computer interview: a neglected tool that can aid the clinician. Mayo Clin. Proc. 78 1 (2003) 67-78