Patient and provider perspectives of personal health record use: a multisite qualitative study in HIV care settings

Use of tethered personal health records (PHRs) can streamline care, reduce unnecessary care utilization, and improve health outcomes for people living with human immunodeficiency virus (HIV). Providers play a role in influencing patients' decision to adopt and use PHRs. To explore patient and provider acceptance and use of PHRs in an HIV care setting. We used a qualitative study design guided by the Unified Theory of Acceptance and Use of Technology. Participants included providers of HIV care, patients living with HIV, and PHR coordinating and support staff in the Veterans Health Administration (VA). Interviews were analyzed using directed content analysis. We interviewed providers (n = 41), patients living with HIV (n = 60), and PHR coordinating and support staff (n = 16) at six VA Medical Centers between June and December 2019. Providers perceived PHR use could enhance care continuity, appointment efficiency, and patient engagement. Yet, some expressed concerns that patient PHR use would increase provider workload and detract from clinical care. Concerns about poor PHR interoperability with existing clinical tools further eroded acceptance and use of PHRs. PHR use can enhance care for patients with HIV and other complex, chronic conditions. Negative provider attitudes toward PHRs may impact providers' encouragement of use among patients, consequently limiting patient uptake. Multipronged interventions at the individual, institutional, and system level are needed to enhance PHR engagement among both providers and patients. Patient health portals can enhance care continuity, appointment efficiency, and patient engagement for patients living with HIV. However, but limited discussion about health portals between patients and providers, coupled with concerns about increased provider workload, interoperability with existing clinical tools, training and support opportunities, and data security threaten portal acceptance and use among both patients and providers. Lay Summary Personal health records, also known as patient portals, allow patients to see personal health information on their computers or phones. Patients who use portals can address many health needs without going to their doctor's office. In our study, we wanted to understand why patients living with human immunodeficiency virus (HIV) may choose not to use patient portals. We talked to 60 patients with HIV, 41 medical providers, and 16 portal support staff from six United States Veterans Affairs (VA) hospitals. We learned that providers influence patient decisions to use patient portals-patients were more likely to consider using a patient portal when their providers talked to them about it. However, some providers felt they did not have the time to talk about portals. They also did not feel prepared to support patients who needed help using them. Providers were more likely to talk about patient portals if they saw their benefits and if they felt their patients use them. Some patients were concerned about the security of the information on their patient portals. To increase portal use among patients with HIV, hospitals should address the concerns that patients and providers have about portals while also highlighting the benefits of portal use.