Improving Diabetes Care Through Effective Personalized Patient Portal Interactions

Not Applicable

Completed

• Conditions: Diabetes Mellitus
• Interventions: Behavioral: My HealtheVet Brochure; Behavioral: My HealtheVet Training Guide for Veterans Living with Diabetes; Behavioral: My HealtheVet Group Training; Behavioral: My HealtheVet Individual Training

• Registration Number: NCT02953262
• Lead Sponsor: VA Office of Research and Development

Brief Summary

Patient-facing eHealth technologies, such as online patient portals, connect patients with the healthcare system, help them access their health information, and support self-management of health conditions. This study tested an intervention to improve adoption and use of the My HealtheVet patient portal for diabetes management.

Detailed Description

The goal of this small scale study is to test the feasibility of engaging Veterans in a supported adoption intervention to promote effective patient portal use in a sample of Veterans with uncontrolled Type II diabetes.

Participants were eligible for recruitment if they were Veterans age 18-85 who were actively receiving care at one of the study sites (as determined by having an upcoming scheduled appointment), had uncontrolled glucose (HbA1c \>= 8.5%), and had either never used the VA patient portal or were inactive registrants who have not used the patient portal in the past 12 months. Participants who met these conditions and did not opt out of the study were randomized to one of four arms: 1) Encouragement I (brochure + mailed training guide), 2) Encouragement II (brochure + mailed training guide + invitation to group training), 3) Encouragement III (brochure + mailed training guide + invitation to group and one-on-one training), and 4) Comparison (standard patient portal enrollment brochure only). All arms received the standard My HealtheVet patient portal enrollment brochure along with an invitation to participate in the study. Those randomized to any of the Encouragement Arms received a mailed training guide. The My HealtheVet Training Guide for Veterans Living with Diabetes was designed in conjunction with Veteran co-investigators based on feedback from patients living with diabetes who were My HealtheVet users. It provided step by step guidance on how to use the features Veterans living with diabetes find most helpful with specific examples of use for diabetes self-management. Those in Encouragement Arm II were also invited to attend one of several group training sessions. Those in Encouragement III were invited to schedule a one-on one session to learn how to use the patient portal. Those in the comparison condition were asked during their interview if they would like a Training Guide mailed to them at the end of the trial, and those interested were mailed a Training Guide.

Study Timeline

• Study First Submitted: 2016-10-31
• Study First Submitted QC: 2016-10-31
• Study First Posted: 2016-11-02
• Study Start: 2019-07-22
• Primary Completion: 2020-07-05
• Study Completion: 2020-09-30
• Results First Submitted: 2021-07-02
• Results First Submitted QC: 2021-07-02
• Results First Posted: 2021-07-23
• Status Verified: 2023-07
• Last Update Submitted: 2023-07-19
• Last Update Posted: 2023-07-28

Recruitment & Eligibility

• Status: COMPLETED
• Sex: All
• Target Recruitment: 275

Inclusion Criteria

• Veterans
• Hemoglobin A1c result >=8.5% at most recent lab test prior to recruitment
• Non use of the VA patient portal, defined by not being registered or registered with no activity in 12 months
• Currently being seen at one of the sites participating in the study (upcoming appointment scheduled)

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Exclusion Criteria

• Non-Veterans
• Controlled hemoglobin A1c levels (A1c<8.5%) at most recent lab test prior to recruitment
• Recent use of the patient portal

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Study & Design

• Study Type: INTERVENTIONAL
• Study Design: PARALLEL

Arm && Interventions

Group	Intervention	Description
Encouragement Arm 1	My HealtheVet Group Training	Participants in this encouragement condition will receive a mailed brochure with basic My HealtheVet content and a training guide with (a) insights from other Veterans on how to use My HealtheVet for diabetes self-management, (b) step-by-step guidance for how to sign up for My HealtheVet and, (c) detailed guidance on how to learn to use key features.
Encouragement Arm 2	My HealtheVet Brochure	Participants in this encouragement condition will receive the same brochure and training guide as Arm 1 but will also be offered optional attendance at one of several group training sessions.
Encouragement Arm 3	My HealtheVet Training Guide for Veterans Living with Diabetes	Participants in this encouragement condition will receive the same as in Arm 2 (brochure, training guide, and group training offer) but will also be offered a one-on-one My HealtheVet training session.
Encouragement Arm 3	My HealtheVet Group Training	Participants in this encouragement condition will receive the same as in Arm 2 (brochure, training guide, and group training offer) but will also be offered a one-on-one My HealtheVet training session.
Encouragement Arm 1	My HealtheVet Individual Training	Participants in this encouragement condition will receive a mailed brochure with basic My HealtheVet content and a training guide with (a) insights from other Veterans on how to use My HealtheVet for diabetes self-management, (b) step-by-step guidance for how to sign up for My HealtheVet and, (c) detailed guidance on how to learn to use key features.
Encouragement Arm 2	My HealtheVet Group Training	Participants in this encouragement condition will receive the same brochure and training guide as Arm 1 but will also be offered optional attendance at one of several group training sessions.
Encouragement Arm 1	My HealtheVet Brochure	Participants in this encouragement condition will receive a mailed brochure with basic My HealtheVet content and a training guide with (a) insights from other Veterans on how to use My HealtheVet for diabetes self-management, (b) step-by-step guidance for how to sign up for My HealtheVet and, (c) detailed guidance on how to learn to use key features.
Encouragement Arm 1	My HealtheVet Training Guide for Veterans Living with Diabetes	Participants in this encouragement condition will receive a mailed brochure with basic My HealtheVet content and a training guide with (a) insights from other Veterans on how to use My HealtheVet for diabetes self-management, (b) step-by-step guidance for how to sign up for My HealtheVet and, (c) detailed guidance on how to learn to use key features.
Encouragement Arm 2	My HealtheVet Training Guide for Veterans Living with Diabetes	Participants in this encouragement condition will receive the same brochure and training guide as Arm 1 but will also be offered optional attendance at one of several group training sessions.
Brochure Only Comparison Arm	My HealtheVet Group Training	The Comparison condition will only receive a mailed brochure with basic My HealtheVet content during the trial. (The training guide will be mailed to them after completion of the interview at the end.)

Primary Outcome Measures

Name	Time	Method
Any My HealtheVet Patient Portal Use	Portal use within 180 days of initial brochure mailing	This measure captures any use of MHV within 180 days of the brochure mailing, including use of prescription refills, secure messaging, Blue Button, or any other portal features.

Secondary Outcome Measures

Name	Time	Method
Patient Upgraded to a Premium My HealtheVet Portal Account	180 days from brochure mailing	After registering for the portal, patients must confirm their identity and accept the terms and conditions of the portal in order to upgrade to Premium status which allows access to secure messaging, their VA appointments, and electronic health record extracts such as lab results, medical imaging and reports, clinical notes, and their VA health summary. Patients can access a limited subset of portal features, including online prescription refills, without upgrading to Premium. This measure captures whether a participant upgraded to a Premium account during the trial.
Use of Online Prescription Refills	180 days from brochure mailing	This measure captures whether the participant used the portal's online prescription refill feature at least once within 180 days of mailing the brochure.
Use of Secure Messaging	180 days from brochure mailing	Patient used the secure messaging feature during the trial

Trial Locations

Locations (2)

VA Bedford HealthCare System, Bedford, MA; 🇺🇸 Bedford, Massachusetts, United States

VA Boston Healthcare System Jamaica Plain Campus, Jamaica Plain, MA; 🇺🇸 Boston, Massachusetts, United States