Abstract
Patient portals help facilitate communication between healthcare providers and patients, and provide a secure method for patients to engage with and manage their healthcare information. However, the potential patient safety risks associated with this relatively new functionality have not been extensively researched. athenahealth’s User Experience and Patient Safety teams collaborated to explore their Patient Portal to identify potential patient safety risks, actionable insights, and opportunities for improvement using data from the athenahealth network. The research method created for this purpose was designed to proactively identify, evaluate, and analyze patient safety risks and to provide insights into how patients use portal information. The results of the evaluation were delivered to the product development team in the form of actionable next steps for mitigating the identified risks.
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