The Case Manager
Using patient portals is a critical part of care coordination and helping the patient be an active member of their team. So why are they so difficult to use as compared to other industries? Think about other systems you have learned how to use over the past few years.
- Most of us are making airline reservations ourselves because the system works
- Many people order groceries, clothes, shoes, shampoo, and other items online because it is easy and cost-effective.
- People are paying their monthly bills online as it is convenient and efficient.
YET we struggle to access health care information online and are challenged when using patient portals to communicate with our doctors because the electronic healthcare systems are not user-friendly.
In this article, I wanted to share a set of clear, practical, patient- and caregiver-friendly tips we can all use to be active members of our health and healthcare.
Set Up the Portal(s) Before You Need Them
Most people wait until a crisis to log in for the first time. That’s when passwords don’t work, twofactor authentication fails, and frustration skyrockets.
- Start a portal with every doctor you visit or hospitals where you get care. Unfortunately, the systems are not coordinated, so a person could have multiple portals. Keep a sheet with your usernames and passwords so you can refer to it often. There is usually an online option to join, or your doctor’s office can send you an invite so you can sign up. Every doctor and hospital is required to have a patient portal.
- Update contact information, preferred pharmacy, and insurance details. Check it often so you can pick up errors and make changes as needed.
- Add caregiver/proxy access if someone helps manage their care.
- Download the mobile app—notifications are faster and easier to see.
- There is always technical help to assist you if you have trouble, so don’t stress over the system; ask for help.
Keep Your Information Accurate and Up to Date
Portals are only as helpful as the data inside them. Update your doctors, your insurance, and any other information specific to you.
- Review your medication list and make corrections as needed
- Check allergies and past medical history for accuracy.
- Upload outside records (labs, imaging, specialist notes) or bring the information to your doctor’s office so they can upload it into the system. Again, not all systems talk to each other, so you have to make sure each doctor has the test results and reports from other doctors
- The more information you can add about yourself, the better. Keep track of your Blood Pressure, your glucose levels, and your weight so you and your doctor can see changes.
Keeping your portal up to date reduces errors and gives clinicians a clearer picture of what’s happening between visits.
Use Secure Messaging Wisely
Messaging is one of the most powerful—and underused—features.
- Keep messages focused on one issue at a time.
- Use it for clarifications, updates, and nonurgent questions.
- Avoid long narratives; include key facts, timelines, and what you need.
- Attach photos or documents when relevant (e.g., rash, BP log).
- Don’t use messaging for emergencies or complex new symptoms. In an emergency or if you need information, call the office or go to the doctor’s office or ED.
Manage Appointments Proactively
Today, getting an appointment with a doctor or a therapy appointment can take weeks. Portals can streamline scheduling and reduce delays. Make your appointments as soon as you see your doctor. They usually tell you when to come back. Schedule your appointment as soon as possible so you do not have to wait too long for a follow-up visit.
- The patient portal allows you to book or request appointments without waiting on hold. If you have trouble, you can always call the office – but as you get more used to the specific portal. You will get more proficient.
- Confirm, cancel, or reschedule quickly.
- Add notes when scheduling (“followup for medication change”).
- Check referral status or request new referrals.
Review Test Results Thoughtfully
Many portals wait until your doctor reviews your results and decides whether it is okay for you to see them, but occasionally, you might see a result before your doctor does. Don’t panic or jump to conclusions. Print the report off and take it to your doctor’s appointment so you can discuss the results together.
- Look for trends rather than single numbers.
- Use the messaging system that is part of your portal to ask clarifying questions.
Your portal also allows you to track Bills, Claims, and Authorizations
Portals often include financial and insurance information that can prevent surprises.
- Review visit summaries and itemized bills.
- Check claim status and prior authorizations.
- Download receipts for FSA/HSA reimbursement.
- Correct insurance information early to avoid denials.
Doing these things can reduce administrative headaches for both patients and clinics.
Use the Portal to Close the Loop
It is well known that Care coordination breaks down when information doesn’t flow. Things patients can do to help with their own care coordination include:
- Notify the PCP when they see a specialist. Ask the specialists to send you and your PCP their report, including conclusions and recommendations. “Don’t assume this will automatically happen, as it does not. Follow up with the specialist to get the report and give it to all who are appropriate to see the report.
- Upload discharge instructions after hospital or ER visits to the various portals where you have activity going on. Again, the system doesn’t talk to each other, so to be sure the information is known among your various doctors, upload the discharge instructions as soon as you can.
- Confirm that referrals, imaging orders, and labs are visible in the portal. Often, the doctor may order labs or a test in the portal but forgets to specify which ones. Double-check that the information is clear.
- Send updates after starting a new medication or treatment. Let the doctor know how you are tolerating the medication or treatment. They won’t know if you don’t tell them
Doing these things gives clinicians the continuity that the system often fails to provide.
Keep a Personal Health Folder Alongside the Portal
Some people are actually doing this so they can have a copy with them at all times. Keeping a binder or a file on their computer with their health history, as portals are fragmented—every system has its own —containing the following information.
- A personal medication list with the name of the medications and what they are for, the dose, the time you take the medications, and when you stop taking them.
- A running problem list and what has been done to diagnose and treat the condition.
- A folder (digital or paper) with key reports
- A list of all providers and their contact info
This becomes the “source of truth” when navigating multiple systems.
Follow up with the doctor or staff person when:
- Symptoms are urgent or worsening
- A message hasn’t been answered in the expected timeframe
- A referral or authorization is stuck
- You need help navigating the portal itself
Implementing some of these tips will help you be your own best advocate. Being an active member of your care team is so important, so YOU don’t fall through the cracks. Let me know some of the things you have found that help you! I can share in a future article.
Have a good week!
