Q&A: Kaiser Permanente Researcher on PHR Success and Loyalty

The other thing is its ability to enhance the patient-physician relationship through these secure emails. We’ve heard from focus groups that say, ironically enough, this brings them closer to their physician. One women was quoted as saying, ‘This reminds me of the days when physicians used to make house calls.’ You’re kind of bringing the physician into your home, your space. The other thing we hear is patients talk about being able to compose their thinking more, they might be able to say things and ask questions that they might not be able to say or even think of in a room with the physician.

For leaders at organizations trying to implement a successful patient portal, what advice would you give them?

All change is difficult. This was not easy for Kaiser, as I said, it took a while, and there was a lot of trepidation. It takes leadership to make it happen. But it can be done. It’s manageable. And the results—the fact is we’re seeing efficiencies from the PHR, and improvements in our quality of care, and it increases patient loyalty. You may not see the upside as a care provider, but know that patients appreciate it a lot, and it increases their likelihood to find health plans that subscribe to your hospital. People are choosing Kaiser, and staying with us, because of the PHR, and that’s kind of cool.