Introduction
Epic MyChart is a widely utilised patient portal, allowing individuals to access their health records, schedule appointments, and communicate with healthcare providers. While the platform is largely effective, users frequently encounter technical challenges that may impact their experience and satisfaction. They can hamper patient care and operational efficiency if these issues remain unresolved. However, many healthcare organisations have collaborated with Electronic Health Record (EHR) development services to mitigate these problems. This article explores common issues with Epic MyChart and how EHR development services and real-world examples have successfully tackled them.
Login and Access Difficulties
Patients often face login-related issues, such as forgotten passwords, account lockouts, or problems with two-factor authentication (2FA).
Solution: EHR developers can improve the login experience by implementing more user-friendly multi-factor authentication (MFA) and streamlined password recovery procedures.
Cleveland Clinic resolved frequent access issues by introducing Single Sign-On (SSO) for its patients. This reduced the number of login attempts required across different platforms. They also simplified the password recovery process through email and SMS, reducing login-related support requests significantly.
Slow Loading Times
Patients may encounter slow loading times when accessing their health data during peak times, leading to frustration.
Solution: EHR developers can optimise backend systems, increase server capacity, and utilise cloud-based solutions to handle surges in traffic.
Kaiser Permanente tackled slow loading times by migrating parts of its Epic EHR system to the cloud. This move significantly improved MyChart’s speed and performance, even during high-traffic periods like flu season. They also reduced wait times for patients accessing their records, resulting in a smoother experience.
Data Synchronisation Delays
Patients sometimes see outdated information on MyChart due to delays in synchronising data with the main EHR system.
Solution: Ensuring real-time data synchronisation through API optimisation can prevent such discrepancies.
Johns Hopkins Medicine implemented a real-time synchronisation system to ensure test results, appointments, and medical records get instaExample: Johns Hopkins Medicine has implemented a real-time synchronisation system to ensure that test results, appointments, and medical records are instantly updated in MyChart. This has reduced delays in data updates, improving the accuracy of information shared with patients by enhancing the API functionality.
Appointment Scheduling Errors
Patients may encounter errors when scheduling or rescheduling appointments, such as conflicting availability or incorrect time slots.
Solution: EHR developers can enhance scheduling algorithms and simplify the user interface to make the process more intuitive.
Mayo Clinic revamped its MyChart scheduling system, using an advanced algorithm that cross-references provider availability across multiple locations in real-time. This reduced appointment conflicts and helped patients find alternative slots when their preferred time was unavailable. The simplified user interface also made it easier for patients to schedule appointments independently.
Communication Delays
Delays in message delivery can disrupt communication between patients and their healthcare providers, affecting timely medical care.
Solution: Upgrading the messaging system to prioritise urgent messages and implementing real-time notifications can resolve this issue.
Cedars-Sinai Medical Center optimised its MyChart messaging system by implementing a priority-based queue that flags urgent communications for healthcare providers. They also introduced push notifications via the app and email, alerting patients to new messages, thus minimising communication delays and improving response times.
Billing and Payment Confusion
Patients may struggle to understand billing statements or face issues when making payments via MyChart.
Solution: Integrating the portal with financial systems and simplifying the billing interface can help resolve these issues.
Baylor Scott & White Health improved their MyChart billing function by integrating it with their financial systems. This allowed for real-time updates to billing statements. The billing interface was also redesigned to be more user-friendly, helping patients understand their charges and choose from different payment options. These changes led to fewer complaints and an increase in on-time payments.
Limited Mobile Functionality
Certain features available on the web version of MyChart may not be accessible or functional on mobile devices, leading to a poor user experience.
Solution: EHR developers can ensure feature parity between mobile and web versions through cross-platform development.
Mass General Brigham collaborated with developers to optimise their mobile app. This effort ensured all features, including telehealth and appointment scheduling, were accessible on mobile devices. In addition, they improved the app’s navigation, leading to a significant increase in mobile usage among patients. Mass General Brigham worked with developers to optimise their mobile app, ensuring that all features, including telehealth and appointment scheduling, were accessible on mobile devices. They also improved the app’s navigation, resulting in a significant increase in mobile usage among patients.
Privacy and Security Concerns
Patients often worry security of their Personal Health Information (PHI) on digital platforms like MyChart.
Solution: EHR developers can enhance security by implementing advanced encryption, stricter access controls, and audit trails.
Houston Methodist improved MyChart security by implementing end-to-end encryption and strong access control measures. They also introduced detailed audit trails, enabling patients and administrators to monitor access to health information, and bolstering trust in the system’s security.
Inconsistent User Experience Across Platforms
Variability in user interface designs between desktop and mobile versions of MyChart can frustrate patients who switch between devices.
Solution: EHR developers should standardise the design and functionality across all platforms to provide a consistent user experience.
NYU Langone Health enhanced the user experience of MyChart by performing extensive usability testing and standardising the interface across all devices. This uniformity enabled patients to switch smoothly between desktop, tablet, and mobile devices without any confusion or learning curve, leading to increased overall satisfaction.
Lack of Accessible Technical Support
Patients may find it difficult to obtain timely technical support when facing issues with MyChart.
Solution: In-app support features, such as automated help desks or AI-powered chatbots, can make technical assistance more accessible.
UCLA Health added an in-app support feature to MyChart, enabling patients to submit technical queries directly through the platform. Additionally, they implemented an AI-driven chatbot that assists in tackling common issues in real-time, reducing the number of support calls and improving the patient experience.
Conclusion
Healthcare organisations are increasingly utilising patient portals like Epic MyChart. It is essential to address technical challenges to ensure patient satisfaction and engagement. Healthcare providers can use EHR development services to tackle common issues such as login problems, slow performance, communication delays, and security concerns. Real-world examples highlighted in this article show that organisations working proactively with developers can significantly improve the MyChart experience, leading to smoother patient interactions and better healthcare outcomes.
Bibliography
- Cleveland Clinic. (2021). Improving Patient Portal Access with Single Sign-On and Enhanced Security. Retrieved from https://my.clevelandclinic.org
- Kaiser Permanente. (2020). Migrating EHR Systems to the Cloud: Optimising Performance and Scalability. Retrieved from https://about.kaiserpermanente.org
- Johns Hopkins Medicine. (2021). Real-Time Synchronisation in Epic MyChart: Enhancing Data Accuracy for Patients. Retrieved from https://www.hopkinsmedicine.org
- Mayo Clinic. (2021). Appointment Scheduling Innovations: Leveraging AI for Seamless Patient Experiences. Retrieved from https://www.mayoclinic.org
- Cedars-Sinai Medical Center. (2022). Optimising Patient Communication through Priority-Based Messaging in Epic MyChart. Retrieved from https://www.cedars-sinai.org
- Baylor Scott & White Health. (2021). Enhancing MyChart Billing and Payment Systems: Improving Patient Financial Transparency. Retrieved from https://www.bswhealth.com
- Mass General Brigham. (2021). Optimising Mobile App Features in Epic MyChart for Increased Patient Engagement. Retrieved from https://www.massgeneralbrigham.org
- Houston Methodist. (2022). Strengthening Patient Data Security in Epic MyChart with Advanced Encryption. Retrieved from https://www.houstonmethodist.org
- NYU Langone Health. (2022). Standardising User Experience Across Platforms for Epic MyChart. Retrieved from https://nyulangone.org
- UCLA Health. (2021). In-App Support and AI Chatbots: Reducing Support Requests in Epic MyChart. Retrieved from https://www.uclahealth.org