I’ve been hearing for years about how good broadband can open access to telemedicine. It’s certainly something that is increasingly needed as rural hospitals and clinics are closing across the country. But telehealth is not just a rural issue, and a recent article by Sean Gonvales points out a successful telehealth program in San Francisco.
The SF Tech Council, a collaboration of government and nonprofit entities, undertook an effort to train patients on how to use patient medical portals. Patient portals are online systems that allow patients to communicate with doctors, manage appointments, check lab results, or ask for refills on prescriptions. I’ve been using a portal with my own family doctor, and it’s a great tool for handling things that used to require phone calls or even a doctor visit. A well-run portal makes life easier for patients and physicians.
What the group in San Fransico realized is that a lot of patients were unfamiliar with portals and didn’t understand how to establish a portal connection or use a portal. Using funding from a State digital inclusion grant, the group created a hands-on training effort to help patients learn how to navigate a portal. In San Francisco, the training has been aimed at low-income patients, those with low computer literacy skills, or the many people in the community who speak Chinese or Spanish.
I found this story to be intriguing because it demonstrates the need for hands-on digital skills training. Portals are being increasingly used because they allow the entities we communicate with online verify who they are talking with. In addition to medical portals, portals are used to communicate with an increasing number of federal, state, and local government agencies like FEMA and Social Security. Portals are being used by banks, credit card companies, mortgage companies, and student loan processors.
The folks in San Francisco realized that people were leaving a doctor visit with instructions to follow up through the portal, but then never made the digital connection. The grants funded the ability to establish a hands-on session with a digital navigator who walked people through using a portal in a 45-minute training session.
The feedback was that nearly all participants in the training walked away knowing how to establish and navigate a portal. It’s likely that this training will also give folks more confidence in using the increasing number of other kinds of portals. The feedback was that once people knew how to use a portal, they saw the benefits and were eager to use it.
Every time I read about one of these success stories, I’m saddened that the federal government backed out of funding for digital skills training. This particular success story comes from a State grant, and States can certainly fill in some of the gap created by the cancelled federal funding. However, the federal grant funding for these kinds of training efforts was only going to last for a few years, so there was already going to be a need to establish ongoing programs for these kinds of training efforts.
One thing that the opportunity for federal funding for digital inclusion did was to get a lot of people interested in establishing local digital equity efforts. Hopefully, this momentum will mean these efforts will move forward without the federal funds. At the local level, there are a lot of government agencies and nonprofits that might offer basic skills training like this one. Perhaps a coalition of doctors and hospitals might take on the role to make sure that patients know how to use the needed digital tools. It would make sense if insurance companies would embrace this – they all acknowledge that preventive care saves money, and making sure that patients follow-up visits through a portal is part of the preventive care process.






