Formalize Portal Roles and Job Descriptions

Portal implementation and operation has a significant impact on a clinic, requiring modifications to clinic workflow and protocols for accessing protected health information. Leadership can influence portal implementation and promote accountability by capturing portal-related job and role descriptions in writing.

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Support Both Staff and Patient Users

Develop plans for providing support to both staff and patients in their use of the portal. Use lists of frequently asked questions, short clinic-made videos and other methods of support that users can access 24/7.

Document Workflows that Change with Portal Deployment

Many portal modules require complex workflows that can touch multiple departments. Documented workflows help to keep staff aligned and responsibilities clear.

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Continue Staff Training Beyond the Launch Period

Refresher trainings will help staff become adept portal users. Particularly when the system is new, and staff members are not yet responding to many patient requests through the portal, operations can be strengthened by regular refresher trainings.

The information set forth in this Knowledge Center should not be construed as legal or medical advice, a legal or medical opinion on specific facts or representative of the views of the Colorado Health Foundation, its directors, affiliates, agents or representatives unless so stated. This Knowledge Center is not intended as a definitive statement on the subject matter referenced herein. Rather, it is intended to serve as general information for readers, providing practical information for health care organizations seeking to implement and maintain patient portals. By downloading, using or accessing information contained in this Knowledge Center, you agree to be bound by the Terms of Use set forth at together with all agreements or instruments referenced therein.