The initial implementation of patient engagement technologies may not take into account all aspects of provider or patient workflow. Some may cause major impacts. For providers, the shift from phone requests from patients (for everything from appointments to prescription refills) requires rethinking, although much of it can be adapted from existing phone triage systems. Once the technology is in place and utilized for several weeks or months, the use of focus groups and/or provider surveys can provide recommendations for modifying and improvements.
Patients do not typically think of workflow in their medical care, but surveys and focus groups can help identify problems in how the portal or application works. Patients are more likely to think of this in terms of usability instead of workflow. If a patient workflow is designed as part of the initial implementation, it will be easier to use that it to redesign processes which create obstacles or delays.