Applying User Engagement Models from Direct-to-Patient Online Services to Improve Patient Portal Design

Abstract

As part of Electronic Health Records (EHR) systems, patient portals can be powerful tools for patient engagement. However, most portals do not currently incorporate patient-centered design to assist patients in understanding and managing their health outside of the clinic setting. In this paper, we employ a qualitative analysis of direct-to-patient web sites that serve patients as the primary stakeholders. The web sites we analyzed present information and depict patients in ways that confer agency, offering patients a number of ways to educate themselves and seek further services. Our analysis identifies crucial design elements of such web sites that could be implemented into current patient portals to increase patient empowerment in understanding and managing their care. Ultimately, the proposed model of "active patient engagement" can empower patients to learn about their health and engage more actively in medical discourse, potentially impacting health outcomes.