MyHealthAtVanderbilt: policies and procedures governing patient portal functionality

Abstract

Explicit guidelines are needed to develop safe and effective patient portals. This paper proposes general principles, policies, and procedures for patient portal functionality based on MyHealthAtVanderbilt (MHAV), a robust portal for Vanderbilt University Medical Center. We describe policies and procedures designed to govern popular portal functions, address common user concerns, and support adoption. We present the results of our approach as overall and function-specific usage data. Five years after implementation, MHAV has over 129,800 users; 45% have used bi-directional messaging; 52% have viewed test results and 45% have viewed other medical record data; 30% have accessed health education materials; 39% have scheduled appointments; and 29% have managed a medical bill. Our policies and procedures have supported widespread adoption and use of MHAV. We believe other healthcare organizations could employ our general guidelines and lessons learned to facilitate portal implementation and usage.

Figure 1

Screenshot of the MyHealthAtVanderbilt login homepage. Note: Figure 1 shows the login page for senior author, Gretchen Jackson. Gretchen was pregnant in the last year, and the login screen thus shows information about pregnancy, as well as links to age-specific health maintenance information about screening for cervical and breast cancer.

Figure 2

Screenshot of the MyHealthAtVanderbilt secure messaging page. Note: Figure 2 shows messaging communications between Gretchen Jackson and her cardiologist, Dr Markham regarding her echocardiogram.

Figure 3

Screenshot of the MyHealthAtVanderbilt reports page. Note: In Figure 3, Gretchen Jackson accesses the results of echocardiogram done during her pregnancy to evaluate the effect on her congenital heart disease.