Implementation Strategies to Improve Engagement With a Multi-Institutional Patient Portal: Multimethod Study

Area of Science:

• Health Informatics
• Digital Health Implementation
• Patient-Centered Care Technology

Background:

• Multi-institutional patient portals enhance patient-centered and integrated care by providing web-based access to health data across systems.
• Despite documented barriers, evidence on effectively implementing these portals across disparate systems remains limited.

Purpose of the Study:

• To explore the impact of implementation approaches on multi-institutional patient portal adoption and usage.
• To identify lessons learned for guiding future implementations of similar patient portal models.

Main Methods:

• A multimethod study evaluated the MyChart patient portal in Southwestern Ontario, Canada.
• Quantitative analysis of usage patterns (August 2018-October 2019) and qualitative thematic analysis of 42 semistructured interviews with stakeholders (patients, providers, administrators, caregivers).

Main Results:

• Over 10,000 accounts registered across 38 sites, with significant variation in patient enrollment per site.
• Key factors for adoption included enhanced data comprehensiveness, a broad rollout and marketing strategy, provider engagement, change management support, and senior leadership endorsement.
• Regional alignment and policy support were identified as crucial for streamlining implementation.

Conclusions:

• Multi-institutional portals risk minimal adoption without proper management, planning, and aligned policies.
• Data comprehensiveness, aligned policies, and robust technology infrastructure are foundational.
• Aligning portal functionality with strategic priorities and securing buy-in from leadership and providers are critical for widespread engagement and cultural shift.