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The External Communications Between the Portal and the Patient

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In health care, the days of business as usual are over. Around the world, every health care system is struggling with rising costs and uneven quality despite the hard work of well-intentioned, well-trained clinicians

Health care leaders and policy makers have tried countless incremental fixes—attacking fraud, reducing errors, enforcing practice guidelines, making patients better “consumers,” implementing electronic medical records—but none have had much impact.

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The increase in online health information and services challenges users with limited literacy skills or limited experience using the Internet

For many of these users, the Internet is stressful and overwhelming—even inaccessible.7 Much of this stress can be reduced through the application of evidence-based best practices in user-centered design.8

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Communication and relationship building are two concepts which enables health and social care practitioners to deliver a service/care that is person centred. Ferguson et al. (2013) defines patient centred care as care that focuses directly on the patient’s needs

This requires healthcare practitioners, such as nurses and doctors, not only to be able to communicate well with patients but also to build good, strong relationships with them over a period of time if necessary so that they can counsel patients effectively (Reynolds, 2009). In child nursing, family-centred care is used as well as patient centred care, as parents or carers will be the ones to make the decisions about their child unless the child is capable of doing this themselves. Even so, in this situation the needs of the child still have to be met (Young et al., 2006).

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Formal external communication is the very first step in creating the appropriate company image. It includes anything from carefully created letters, reports, presentations or web pages. The main goal of external comms is to inform the outside world an important message about the work and quality of the organization.

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Stange KC, Zysanski SJ, Jaen CR, et al. Illuminating the “black box.” A description of 4,454 patient visits to 138 family physicians. J Fam Pract. 1998;46:377–89. [PubMed] [Google Scholar]

Lin CT, Albertson GA, Schilling LM, et al. Is patients’ perception of time spent with the physician a determinant of ambulatory patient satisfaction? Arch Intern Med. 2001;161:1437–42. [PubMed] [Google Scholar]

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