P3.S365: Empowering Patients: Optimizing Access To Care Through Enhanced Utilization of the New MHS Genesis Portal

Purpose/Objectives: This study targets the educational and access gaps impeding MHS Genesis portal use at the Walter Reed National Military Medical Center (WRNMMC) Pediatric Patient-Centered Medical Home (PCMH.) Initiated in March 2023, this project aims to address barriers hindering patient portal usage by implementing tailored strategies to enhance awareness, training, and applicability among patients and PCMH teams. The study aims to improve physician-patient communication, streamline information sharing, and bolster access to care. We established a baseline by averaging the MHS Genesis portal message counts from the initial three months post-rollout (March-May 2023), with the goal of a 50% increase in monthly messages by June 2024.

Design/Methods: Our team used the A3 QI model. We accessed the P0630 Discern Reporting Application to obtain the monthly number of portal messages received and sent by patients in our PCMH from April 2023 to March 2024. Countermeasures included an enrollment website QR code provided at newborn visits and added to treatment plan forms (October 2023). Additional interventions included clinic staff training (November 2023, March 2024) and group portal messages intended for all PCMH enrollees (October 2023, January 2024, February 2024). Data was reassessed monthly and the number of messages and number of patients were compared to pre-intervention data.

Results: The average baseline messages between patients and providers from April 2023 to June 2023 was 450 messages per month. A noted spike in use occurred in August and September 2023 (peak of 700 messages per month) and then averaged to 550 messages monthly through November 2023. During December 2023 and January 2024, messages sent between providers and patients were 676 and 841, respectively. Data from February through June is pending.

Conclusion/Discussion: Our study aimed to boost MHS Genesis portal utilization through targeted interventions. These included providing accessible written and video instructions for families, conducting face-to-face trainings for PCMH staff, and implementing periodic mass messaging. By monitoring the number of messages opened, we established an additional metric. Initially targeting a 50% increase from baseline, our February 2024 messaging surpassed expectations with an 87% surge. Ongoing monthly data analysis will establish overall trends. Future plans involve extending the project to non-pediatric WRNMMC PCMHs for comparative analysis and further intervention discussions. This endeavor seeks to enhance patient satisfaction and health outcomes through heightened portal engagement.