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4 Proven Strategies for Hospitals to Boost Customer Satisfaction Using a Patient Portal

4 Proven Strategies for Hospitals to Boost Customer Satisfaction Using a Patient Portal

May 6, 2016

If interacting with patients is part of your job, think for moment about a patient’s typical complaints. The feedback will vary from person to person, sure, but no matter where you go or what type of patient you interview, you’ll no doubt encounter a handful of universal grievances.

It’s too hard to get in touch with my doctor.

It takes too long to make an appointment.

I can’t keep track of my prescriptions and records.

Sound familiar? These are the day-to-day logistical challenges all healthcare providers face, and leaders in the field must seek out ways to address them successfully.

As explained by our co-founder Raj Amin in this post, patient portals present one of the biggest opportunities in healthcare. A patient portal serves as a one-stop digital solution to meet patients’ needs, and numerous studies have shown that when combined with EHRs, patient portals have a significant ability to improve access to and quality of care.

patient portal

Example patient portal interface

Here are 4 ways to improve customer satisfaction using a patient portal.

  1. Allow patients direct communication with their provider

Gone are the days of faxing records and lab results. With ManaPortal’s easy messaging platform, patients can communicate directly with their clinician in a secure, email-like environment.

This not only helps the patient, but assists with clearing some of the bottleneck that occurs with phone communication. In a study of 15 California practices, researchers found those that implemented a web-based portal saw an 18% reduction in call volume over those that did not use such a portal.

  1. Enable patients to access medical records instantly

Using a patient portal, patients can see a number of complex medical records in an easy-to-understand, tile-based interface. With ManaPortal, records are available for viewing, downloading, and sending, meeting the requirements for Meaningful Use Stage 2 attestation.

  1. Allow patient to sync favorite fitness devices

Consumer devices like Fitbit and Jawbone are now as common as the ordinary wristwatch. A patient portal allows patients to see the data from their favorite devices side by side with their clinical data for a unified view. This is critical to helping them get a clearer picture of their overall wellness.

  1. Enable text or video information

Just as some prefer reading a newspaper while others enjoy an e-reader, some patients understand complex health concepts better when using video. A patient portal allows you to incorporate educational materials in the form of video so you’re no longer limited to text or in-person face time.

Patient Portals in Action

Since their early inception more than a decade ago, patient portals have been linked with increased efficiency of care, improved management of chronic illness, and higher engagement levels among patients, which are demonstrated through measurable results.

In a study of patients of the Palo Alto Medical Foundation, users who engaged with the PAMFOnline portal reported feeling more connected to their healthcare providers than those who did not use the portal. In one participant’s words, it “changes totally the dynamic of medical care.”

Similarly, the majority of users of My Wellness Portal, a service of the Oklahoma Physicians’ Resource/Research Network, reported that the portal was a “valuable resource,” while 60% said it made them feel more connected with their doctors.

Finally, in a study involving more than 35,000 chronic care patients, Kaiser Permanente found a direct correlation between a secure web-based messaging portal and improved quality of care scores.

The numbers don’t lie; patient portals are a tangible tool for noticeably increasing patient satisfaction rates and outcomes.

Want to find out how ManaPortal can lead to more satisfied patients within your organization? Get in touch with us now.