Chan, D. et al.:InfoWell Patient Portal: A Case of Patient-Centred Design

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InfoWell Patient Portal:

A Case of Patient-Centred Design

Deborah Chan, University Health NetworkSelina Brudnicki, Shared Information

Management Services

Presented on September 5, 2008 at Medicine 2.0 Congress

The Shared Information Management Services (SIMS) Partnership

Healthcare Human Factors Group

InfoWell Patient Portal

A secure website that provides patients with personalized health information and tools, care and treatment plans, education, and links to community programs to better manage their health and form closer relationships with their health care team.

Objectives• To assist patients in their management of a chronic condition• To enhance the patient experience• To address the growing demand for greater access to health information for

patients

InfoWell Patient Portal

Educational Information

Personal EHR Components

Personal Journal

Personal Health Profile

Self-Management Tools - Blood Pressure

Self-Management Tools - Food Intake

Medication Summary

Patient Groups

2004 2005 2006 2007 2008

Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4

Breast Cancer Survivorship Dec 14, 2006

PMH

Diabetes Apr 30, 20077 SIMS Partners

HaematologyAccess to Test Results

Nov 2007-Mar 2008 CHI: UHN,GRH, LHIN4

Chronic Kidney Disease

Pilot: Feb 2006PMH

Human Factors

The study of how people interact physically and psychologically with products, tools, procedures

and processes

Designing systems so that they are

natural to people and easy to use

Benefits of Human Factors

1. Improve adoption2. Improve patient safety3. Improve efficiency,

effectiveness, ease of use 4. Decrease the need for training5. Create an enjoyable user

experience

Usability

• Learnability• Efficiency• Memorability• Errors• Satisfaction

Patient-Centered Design Approach

QuickTime™ and a decompressor

are needed to see this picture.

Concept

Development

Design

Testing

Implementation

Evaluation

Concept

• Patients are engaged through surveys and one-on-one interviews

QuickTime™ and a decompressor

are needed to see this picture.

Concept

Develop-ment

Design

Testing

Implementation

Evalua-tion

Beliefs & ExpectationsClinician

“Patients using the portal are going to ask me more questions. It will have an impact on the

clinic and my time.”

Patient

“What a difference it makes to be able to check the results in the privacy of my home just hours after the images are

taken! No nerve-wracking wait in the

clinic or waiting for my doctor's office to call me.”

“Physicians should determine which results are released

through the portal on to which type of patient.”

“If we give patients their results they might think

they are doing okay and not come in for their follow-up

visit.”

“I want to see my test/lab results as soon as they are available.”

“We need to come in for follow up to see the clinician – giving our results makes us

better prepared.”

Design Development Testing

• Iterative Design Cycle

QuickTime™ and a decompressor

are needed to see this picture.

Concept

Develop-ment

Design

Testing

Implementation

Evalua-tion

• Prototyping

QuickTime™ and a decompressor

are needed to see this picture.

Concept

Develop-ment

Design

Testing

Implementation

Evalua-tion

Design

• Card-sorting

QuickTime™ and a decompressor

are needed to see this picture.

Concept

Develop-ment

Design

Testing

Implementation

Evalua-tion

Development

• Usability testing

QuickTime™ and a decompressor

are needed to see this picture.

Concept

Develop-ment

Design

Testing

Implementation

Evalua-tion

Testing

• What patient liked– Aesthetics, accessibility, ease of navigation– Access to lab results and interpretations– Doctor search tool– Information about their diagnosis– Medications list and explanation of drug effects– Calendar– Ability to access information from home

– Information on support services

Usability Testing Results

Design Development Testing

• Iterative Design Cycle

QuickTime™ and a decompressor

are needed to see this picture.

Concept

Develop-ment

Design

Testing

Implementation

Evalua-tion

• Patient enrollment

QuickTime™ and a decompressor

are needed to see this picture.

Concept

Develop-ment

Design

Testing

Implementation

Evalua-tion

Implementation

QuickTime™ and a decompressor

are needed to see this picture.

Concept

Develop-ment

Design

Testing

Implementation

Evalua-tion

• Research studies with patients

QuickTime™ and a decompressor

are needed to see this picture.

Concept

Develop-ment

Design

Testing

Implementation

Evalua-tion

Evaluation

QuickTime™ and a decompressor

are needed to see this picture.

Concept

Develop-ment

Design

Testing

Implementation

Evalua-tion

Patient-Centered Design Approach

QuickTime™ and a decompressor

are needed to see this picture.

Concept

Development

Design

Testing

Implementation

Evaluation

InfoWell Patient Portal:

A Case of Patient-Centred Design

Deborah Chan, University Health Network (deborah.chan@uhn.on.ca)

Selina Brudnicki, Shared Information Management Services

Presented on September 5, 2008 at Medicine 2.0 Congress

• Completion rates - 79%• Average confidence on completion of task - 5.5

• Average satisfaction - 5.5• Average frustration - 2.4

Usability Testing Results