Helen Goad, Lead Clinical Nurse Specialist (CNS) for Haematology at Addenbrookes Hospital, discusses the use of MyChart, an online portal that allows patients to see test results, clinic appointments and letters, and send messages to the myeloma team.
Could you explain how the service started and what prompted it?
The MyChart portal was set up in 2018 as an additional resource from the pre-existing Epic electronic notes system. The myeloma team at Addenbrookes wanted patients to have easier access to information such as blood tests, radiology and histopathology results. We felt like this would improve patient involvement in decision making.
What resources and staffing are required to run the service?
There has been no extra staffing need since setting up MyChart. Patient messages are firstly reviewed by administrative staff, who can respond to non-clinical queries, with clinical queries forwarded to the myeloma team’s inbox. The inbox is checked by consultant haematologists and the CNS team. If a message is asking for a specific person then it can be forwarded to the relevant individual within the team.
What impact has the change had on patients and the service?
Since setting up MyChart, patients have come to clinic better informed, and have felt empowered by the information to be more involved in their care. Patients also feel more prepared for clinic appointments. Patients have all their upcoming appointments on the portal, which has reduced the number of appointment letters sent to patients. This has led to a reduction in administrative costs for the Trust.
Can you offer any advice for other hospitals wanting to use MyChart?
MyChart is a great tool that allows patient to be more informed about their myeloma. This has however meant that some patients see that their myeloma is progressing before they see a member of the clinical team, or they may see an incidental finding that may cause anxiety. It is therefore important to make patients aware of this before they sign up and reassure them that if they are not sure of anything they can get in touch with the myeloma team. Patients who are likely to feel anxious if something has changed are normally contacted via telephone about the results as well.
We have seen an increased number of patients using the portal over the last few years, which has led to more patients leaving online messages rather than phoning the service for advice. Any hospitals wishing to start MyChart need to be aware that the messaging system is an alternative method that patients may use to get into contact with them, and ensure the inbox is checked regularly.
Helen Goad
Lead Clinical Nurse Specialist for Haematology
Addenbrooke’s Hospital