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    The value of a Patient Access Portal in primary care: a cross-sectional survey of 62,486 registered users in the UK

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    Publication date
    2020
    Author
    Mohammed, Mohammed A.
    Montague, Jane
    Faisal, Muhammad
    Lamming, Laura
    Keyword
    Patient Access Portal
    Primary care
    England
    Rights
    (c) 2020 The Authors. This is an Open Access article distributed under the Creative Commons CC-BY license (http://creativecommons.org/licenses/by/4.0/)
    Peer-Reviewed
    Yes
    
    Metadata
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    Abstract
    In England, primary care patients have access to Patient Access Portals (PAPs), enabling them to book appointments, request repeat medication prescriptions, send/receive messages and review their medical records. Few studies have elicited user views and value of PAPs, especially in a publicly funded primary care setting. This study aimed to elicit the value users of PAPs place on online access to medical records and linked services. Secondary data analysis of the completed electronic survey (available 2 May 2015–27 June 2015) distributed via the EMIS PAP to all its registered users. EMIS designed the survey; responses were voluntary. There were 62,486 responders (95.7% self-completed). The PAP was mainly used for medication requests (86.3%) and online appointment bookings (78.4%), and, to a lesser extent, medical record viewing (18.3%) and messaging (9.5%). The majority (70%) reported a positive impact from using it. One in five rated it as their favourite online service second only to online banking. Almost three out of four responders stated that availability of online access would influence their move to another practice. Nonetheless, responders were reluctant to award a high monetary value to it. These findings correlated with the number of long-term conditions. The majority of users place a relatively high value, but not monetary value, on the PAP and report a positive impact from using it. The potential for PAPs to enhance patient experience, especially for those with long-term conditions, appears to be largely untapped. Research exploring the reasons for non-use is also required.
    URI
    http://hdl.handle.net/10454/18014
    Version
    Published version
    Citation
    Mohammed MA, Montague J, Faisal M et al (2020) The value of a Patient Access Portal in primary care: a cross-sectional survey of 62,486 registered users in the UK. Universal Access in the Information Society. 19: 855-872.
    Link to publisher’s version
    https://doi.org/10.1007/s10209-019-00693-8
    Type
    Article
    Collections
    Health Studies Publications

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