Digital Patient Portal enhances real-world patient care
The OneWorld Patient Portal is an online tool that allows patients to better connect to their own health care. Patients can make appointments, fill prescriptions, review their medical records and health history, and receive reminders.
Yet one of the most popular features, for patients and providers alike, is the ability to send secure instant messages. For OneWorld staff, that means less time making and returning phone calls and more time on patient care, according to Project Manager Robin Nelson.
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With just a few taps on the pixels of a smart phone screen, OneWorld patients can quickly schedule an appointment or send a message to their provider.
But behind the screens are very real humans working to deliver a user-friendly digital experience for patients.
Robin Nelson, Project Manager, started at OneWorld a few years ago to help build the OneWorld Patient Portal and streamline other internal projects and processes. Prior to joining OneWorld, she worked as a Radiologic Technologist for a private imaging center – often conducting MRI and CT scans for OneWorld patients.
Working directly with patients for most of her career has given her motivation that she now uses as a project manager.
“The patients always come first,” Nelson said. “That’s why we’re here – for the patients … helping people recover and improve their overall health, and to assist those who can’t afford health care get the services they need.”
The OneWorld Patient Portal is one way to connect people with the information and services they need to improve their health. Hosted by Intelichart, it is accessible via internet browser or smart phone app.
Launched in 2023, the Patient Portal’s first features allowed users to access their medical records, request prescription refills and send secure messages to their providers. Since then, new features have allowed patients to schedule appointments for themselves and their children. Soon, patients will be able to complete questionnaires before their appointment – saving them time while waiting to see their provider.
Building and customizing the Patient Portal for OneWorld’s needs took thoughtfulness, persistence and collaboration. Nelson joined forces with leaders of the operations, medical and nursing teams to determine how the system might look and how patients could interact with it. For example, how far in advance of an appointment can a patient schedule? What questions does a patient need to answer before scheduling?
Nelson also worked with Intelichart to enhance its language accessibility. While some of the basic features were available in English and Spanish, other essential patient information appeared only in English. Full translation had to be a priority.
It all comes back to the conviction that patients come first.
More new features are underway, including messages that remind patients of preventive care services that are due, like mammograms, blood sugar testing or immunizations. The team continues to work on ways to simplify scheduling and improve the patient experience.
Overall, Nelson is proud that the Patient Portal is delivering on its promise to enhance the patient experience online and in person.
“Our patients are signing up and utilizing the portal, and staff appreciate the added time they have for direct patient care,” Nelson said. “We continue to educate all patients on the benefits of the Patient Portal. I am excited we have over 10,000 patients signed up, and more sign up every day.”