A patient has traditionally made calls to schedule visits. Although they are enrolled in the patient portal, they prefer not to use it due to difficulty in navigating the platform. What change to the patient's application would increase ease of use for them?
Enabling the narration tool and making the device features more accessible by providing remote technical support
Enhancing the readability of text
Consider changing platforms or supporting the patient's preference to use phone calls
Turning on notifications for recurring appointments or enabling a default time-based notification requesting an appointment
The Correct Answer is A
A. Enabling the narration tool and making the device features more accessible by providing remote technical support. – This option would directly assist the patient in navigating the platform more easily by providing auditory guidance and technical help, making the portal more user-friendly.
B. Enhancing the readability of text. – This is beneficial, but if the patient has difficulties navigating the platform, it may not be sufficient to address their overall usability concerns.
C. Consider changing platforms or supporting the patient's preference to use phone calls. – While this respects the patient's preference, it does not address the potential to improve their experience with the existing portal.
D. Turning on notifications for recurring appointments or enabling a default time-based notification requesting an appointment. – This would improve reminders but does not assist the patient with navigating or using the portal.
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Correct Answer is A
Explanation
A. Patient portals are designed to contain the same information available to the primary care provider. – Patient portals do contain much of the same information available to the primary care provider, such as test results, medication lists, and visit summaries. This can help the patient better understand their treatment plan and clarify any instructions given by the physician.
B. Patient portals are designed to display metrics and qualifications similar to an electronic health record (EHR). This patient can refer to their portal to make sense of the plan. – While portals do provide access to health information, they are not primarily for understanding treatment plans without context or explanation.
C. Patient portals typically do not contain sensitive information that the patient can access. – This is incorrect; patient portals often contain sensitive health information, including treatment instructions and medical history.
D. Patient portals are the same as an electronic health record (EHR), and the patient can alter the course of their treatment plan if they choose. – This is incorrect; while portals provide access to EHR information, patients cannot typically alter their treatment plans directly through the portal.
Correct Answer is D
Explanation
A. Have someone from the information technology (IT) department present information to support the patient's learning. – This could be beneficial, but IT staff may not be present during every patient visit.
B. It is not advisable to show a patient how to use the portal during an appointment. – Incorrect: This is a missed opportunity, as educating patients during appointments can be beneficial.
C. Patient portal training is outside the scope of the medical professional. – This is incorrect; educating patients on using health resources is part of many healthcare professionals' roles.
D. Showcase the portal while attending to the patient during their visit. – Correct Answer: This allows for real-time demonstration, making it more likely that patients will understand and engage with the portal effectively while their needs are being addressed.