Enabling awareness, agency and participation: Haematology patient experiences of an (in)patient portal's information affordances

Abstract

This study examines patient experiences of an inpatient portal's information affordances, including access to results, notes, vital signs, medication information and a schedule. Patient participants were recruited from an inpatient ward primarily catering to patients with haematological malignancies including leukaemia and bone marrow transplant recipients at the Royal Melbourne Hospital. Although focused on the inpatient experience of a portal's information affordances accessed via a hospital-provided tablet, due to limited patient access to notes in the inpatient context, this study also explored patient experiences of their outpatient portal notes accessed via their smartphone. This study demonstrates the value of an (in)patient portal in enabling patient awareness, agency and participation in their care. It shows how an (in)patient portal not only helps patients make informed decisions in their care, but can also initiate patient conversation and collaboration with clinicians. This study points how the digital mediation of healthcare can provide greater transparency in the patient-clinician relationship and address the information asymmetry that typically characterises this relationship, particularly in the Australian context, where inpatient portals are still in their infancy.

Keywords: Inpatient portals; digital health; information affordances; patient experience; patient portals; patient–clinician relationship; person-centred care; qualitative research; reflexive thematic analysis; sharing information.