Not all patient portals look alike, have the same applications, or intend to meet the same patient and support team needs. Successful portals are tailored to the operations of specific community clinics and their unique patient populations. The following are tools and resources intended to support the tailoring and initial operations of a patient portal.

To read details on the experiences of the early adopter clinics and hear lessons from the field, see Patient Portals in the Safety Net, Phase 2: Implementation (PDF).

Tools and Resources

• Shasta Community Health Center: Patient Portal Policies and Procedures (PDF)
  An example of one clinic’s policies and procedures manual that addresses the main activities in support of patient portal operations. (Shasta Community Health Center)
• Implementation Lessons Learned and Change Management (PDF)
  Slide presentation on the key lessons learned in both implementation and change management for Kaiser Permanente and their patient portal. (Judy Derman, Internet Services Group, Kaiser Permanente)
• Flowchart of Clinic Workflow from Open Door (PDF)
  A flowchart of tasks that track a patient portal query from receipt through task completion in an outpatient clinic. (Tammy Flint, Open Door Community Health Centers)
• Glossary of Computer and Internet Terms (PDF)
  Curriculum guide to basic computer terms for first-time computer users. (National Institute on Aging)