Impact of an Internet-Based Patient Portal on Patient Satisfaction
Author Information
Author(s): Lin Chen-Tan, Wittevrongel Loretta, Moore Laurie, Beaty Brenda L, Ross Stephen E, Ammenwerth Elske
Primary Institution: University of Colorado at Denver and Health Sciences Center
Hypothesis
The patient portal would improve patient satisfaction with clinic operations.
Conclusion
Patients with access to the patient portal reported higher satisfaction with communication and overall care compared to those who received usual care.
Supporting Evidence
- Portal group patients reported improved communication with the clinic.
- 59% of portal group patients rated their overall care as 'very good' or 'excellent'.
- Patients valued the convenience of the portal and reduced communication barriers.
- Patients were more likely to send informational and psychosocial messages via the portal.
Takeaway
Using a special online tool, patients felt happier about talking to their doctors and getting care.
Methodology
This was a randomized controlled trial with 606 patients comparing a patient portal group to a control group receiving usual care.
Potential Biases
Physicians and staff could not be blinded to patient enrollment status, which may have influenced their attention to online messages.
Limitations
The study may not be generalizable due to the high income and education levels of participants, and the sample size of actual portal users was smaller than desired.
Participant Demographics
Over 70% of participants were college graduates with a household income of at least $45,000.
Statistical Information
P-Value
P < .001 for communication improvement; P = .04 for overall care satisfaction.
Statistical Significance
p<0.05
Digital Object Identifier (DOI)
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