Using a Patient Portal for Electronic Communication With Patients With Cancer: Implications for Nurses Oncology Nursing Forum Elizabeth S. Rodriguez, DNP, RN

Outline Background Background Process Process Challenges Challenges Summary Summary

Background In addition to patient clinic visits, nurses are responsible for triaging patient phone calls to the physicians ’ offices. Phone calls are a primary means of communication with patients. In addition to patient clinic visits, nurses are responsible for triaging patient phone calls to the physicians ’ offices. Phone calls are a primary means of communication with patients. In addition to phone calls, patients and nurses occasionally communicate via . In 2003, the institution adopted a nursing policy for nurse-patient communication. In addition to phone calls, patients and nurses occasionally communicate via . In 2003, the institution adopted a nursing policy for nurse-patient communication. In 2005, MSKCC began developing a “ homegrown ” patient portal system. In 2005, MSKCC began developing a “ homegrown ” patient portal system.

Process Learning from the experience of using for communicating with patients, the team sought to solve common problems that patients and nurses sometimes experienced. Learning from the experience of using for communicating with patients, the team sought to solve common problems that patients and nurses sometimes experienced. Difficulties with patient identification Difficulties with patient identification Messages contained urgent issues Messages contained urgent issues Delivery of messages failed Delivery of messages failed Documentation in the EMR Documentation in the EMR Responded to the message Responded to the message

Challenges Asynchronous nature of electronic communication allows nurses to use time more effectively. Asynchronous nature of electronic communication allows nurses to use time more effectively. Many physicians resisted the implementation of the secure messaging application. Many physicians resisted the implementation of the secure messaging application. the effect on workload the effect on workload lack of reimbursement lack of reimbursement Nurses can supplement messages with educational materials sent as attachments and interface with the EMR. Nurses can supplement messages with educational materials sent as attachments and interface with the EMR.

Nurses can capitalize on the ease and efficiency of secure messaging to communicate with patients. Nurses can capitalize on the ease and efficiency of secure messaging to communicate with patients. Improve patient satisfaction. Improve patient satisfaction. By offering a the service provides hospital with an advantage over competitors. By offering a the service provides hospital with an advantage over competitors.

Summary Allows more frequent and timely communication between nurses and patients. Allows more frequent and timely communication between nurses and patients. The patient portal offers patients timely access to information about their health care in a secure and safe environment. The patient portal offers patients timely access to information about their health care in a secure and safe environment.