Patient–centered Care Model: Leveraging the Patient Portal
Project Description: The failure to communicate diagnostic results is a medical error that may have detrimental effects on the quality and quantity of the life of the patient. This physician–centered academic medical center (AMC) lacks a patient-centered care model for associated patient notification of diagnostic findings. An Ishikawa diagram, also known as fishbone or a causal diagram, was constructed. At the mouth of the fish, is the practice problem, that there is a failure to inform patients of diagnostic results that require follow-up. Theses spines depict the identified four causal categories: physician, methods, patient portal, and patient/family. This project targeted two of these smaller spines by beginning with the development of a staff script and procedure to enroll the patient into the patient portal, using an I-pad if the patient does not have a smartphone or tablet with them. The patient demonstrated their understanding of accessing and utilizing the patient portal to locate diagnostic results and to send a secure email communication to their provider, through Teach-back. Inclusion criteria were all patients over 18 years of age with a neurosurgery clinic appointment. Exclusion criteria were any qualifying patient who chose not to participate in the active enrollment of the patient portal and declined proxy to their families. The evaluation processes in the form of P-D-S-A, include assessment of process, outcome and balancing measures occurring at two-week intervals. Process Measures includes Activation Rates, Failure Rates, and Reasons for Failed Activation. The average monthly pre-intervention activation rate for this clinic 30.8%. These were the early adopters, where patients had to self-enroll into the patient portal using a unique 14-digit code. Although the data collection is in progress, the first month post-intervention data is encouraging with an increase of 8.2%.
QPI: Cathy, Zorilo, (email@example.com)
UF Health Big Aims: Zero Harm None
MeSH Keywords: Patient Portals, Patient-Centered Care, Diagnostic results, Teach-Back, Communication, Patient empowerment