Operations and Implementation

Ignite Sessions

O-07 - Building Relationships Through Asynchronous Communication: the Patient Portal

Monday, April 30
10:45 AM - 10:54 AM
Location: Innovation Zone, Booth 434

With more than one million accounts, Mayo Clinic's Patient Online Services is well used and valued by patients. For the patients, it's a communication tool, a medical record, a calendar, a source of health care information. For the health care team, it's an efficient way to share information with patients and build relationships. Our portal is used by 65% to 70% of our patients or patient caregivers-roughly three times the industry standard for academic medical centers. In the past year, more than 1.5 million secure messages have been sent via the portal. From the patients' point of view, the portal is a success as evidenced by its use and high marks on user satisfaction surveys. This presentation will discuss, through portal stories, the contributing factors to this success including open access to clinical notes and lab results, access to the portal through both web and app, and a dedicated customer service team.

Learning Objectives:

Carol R. Berteotti

Senior Communications Specialist
Mayo Clinic

Carol Berteotti is currently a senior communications specialist in the Communications Division of Mayo Clinic’s Public Affairs Department. In that role, she supports Mayo Clinic’s Center for Connected Care in developing and implementing communication plans, drafting patient facing communications, and helping to manage several change management projects. Prior to her work at Mayo Clinic, Ms. Berteotti taught communication and writing classes including health communication, business and technical writing, and communication theory classes at the college level.


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O-07 - Building Relationships Through Asynchronous Communication: the Patient Portal

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