Healthcare providers are receiving patient portal messages at large volumes, reshaping how care teams deliver and manage care between visits. As patient messaging grows from simple prescription questions to complex clinical concerns, this “invisible” work is placing a significant strain on provider workload. In this episode, Vizient Fellow Mathilde Hanchard talks to Dr. Ko, Director and Chief of Dermatology Service Line and Associate Chief Quality Officer at Stanford Health Care, about how his team uncovers the true scope of patient medical interactions. 
 
Guest Speaker: 
Dr. Justin M. Ko, MD, MBA
Director and Chief of Medical Dermatology
Stanford Health Care (SHC)
Host: 
Mathilde Hanchard, MS-HSM
Fellow, Performance Improvement Programs
Vizient 
 
Show Notes:
[00:52] Dr. Ko explains provider workload tied to patient portal messaging 
[02:12] Rapid growth of patient portal messages since 2020 
[03:50] Making portal messaging more visible and measurable
[05:27] The complexity of accurately quantifying the communication workload 
[07:47] Plans to publish and share data
[11:19] Evaluating patient portal messages and trends
[12:57] The future of patient portal messaging within care delivery
 
Links | Resources:
Contacting Knowledge on the Go: [email protected]
 
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