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Solutions for Increased Adoption of Patient Portal Shared Access: A Human-Centered Design Approach Using the Double

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Human-centered design improved patient portal shared access for older adults and caregivers. This approach identified barriers and created resources like video tutorials to boost digital health equity.

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Area of Science:

  • Digital Health
  • Health Equity
  • Human-Centered Design

Background:

  • Increasing reliance on digital health necessitates equitable access and proper use of identity credentials.
  • Shared access (formerly proxy access) enables care partners to assist patients with complex needs in navigating electronic health records.
  • Adoption barriers include complex interfaces and low awareness of shared access functionalities.

Purpose of the Study:

  • To evaluate a quality improvement study aimed at increasing awareness and adoption of patient portal shared access for older adults and their care partners.
  • To identify barriers to shared access adoption and synthesize implementation strategies using human-centered design principles.

Main Methods:

  • Utilized the Double Diamond Model of human-centered design (HCD).
  • Engaged diverse community partners (older adults, care partners, health system leaders, communications professionals) through focus groups and interviews.
  • Identified pain points in shared access registration and synthesized solutions through inductive coding and affinity mapping.

Main Results:

  • Key themes identified: need for simplified registration, standardized terminology, and clear messaging for shared access.
  • Developed a step-by-step video tutorial prototype based on community feedback.
  • The prototype received positive feedback upon implementation at a partner health system.

Conclusions:

  • Emphasizes the critical role of end-user involvement in digital health tool development and implementation.
  • A human-centered design approach effectively identified barriers and led to a practical resource (video tutorial) for improving shared access.
  • This project demonstrates HCD's potential to enhance digital health equity for all patient portal users.