Episode 102: Preserving Your Vital Energy: Navigating Overwhelming Portal Messages

“How can healthcare professionals turn portal messaging from a source of burnout into a tool for efficient communication?” In this compelling episode of “The Catalyst” podcast, Dr. Lara Salyer addresses the double-edged sword of portal messaging within the healthcare system. She delves into the impact of this digital communication tool, initially designed to streamline interactions but now a significant contributor to practitioner burnout.

Dr. Salyer shares actionable advice for both patients and practitioners on managing portal messages effectively.

For patients, she emphasizes the importance of clear, concise communication—detailing actions taken and asking specific questions to facilitate swift, efficient responses. She encourages patients to utilize the full healthcare team, redirecting appropriate inquiries to other staff members.

For practitioners, Dr. Salyer offers strategies to restore balance and set boundaries around portal use. She advocates for managing expectations through well-crafted auto-replies and limiting message length and complexity. Additionally, she highlights the value of group visits as a forum for addressing common patient concerns, thereby reducing the volume of individual messages.

Closing with seven practical guidelines for practitioners to incorporate into their portal messaging terms, Dr. Salyer focuses on clear communication policies, emergency protocols, and the importance of directing patients towards suitable care options within the healthcare ecosystem.

About The Catalyst Host, Dr. Lara Salyer:

I worked as a family physician for 15 years until burnout changed the trajectory of my career. I realized I wanted to start a holistic functional medicine practice in my rural hometown and made it happen. In addition to practicing functional medicine, I now mentor practitioners who are looking to change their paths in healthcare by using what I refer to as the “Catalyst Roadmap”. I share each step of this framework with listeners so that they may apply it to their careers, relationships, personal goals, and projects.

In This Episode I'm Talking About:

The double-edged sword of portal messaging within the healthcare system
Strategies to restore balance and set boundaries around portal use
The importance of utilizing auto-reply in EMR systems

Quotes:

“Think before you open that portal message. What have you done already to answer your question? And that could mean like a Google search or maybe things that you’ve tried from the last treatment plan that your physician suggested. You can list those steps. You know, I’ve tried here, I’ve done this, and this is the symptom that’s still bothering me. Then you ask one question.” (2:55 | Dr. Lara Salyer)
“Many EMR systems will allow an auto-reply. So when somebody puts a portal message in, they get an automatic reply. So you may want to switch yours up every so often, right? After reading it once or twice, most patients will ignore the message. But if you rotate it, Say something like, due to the high volume of messaging, if you have a question, your best chance of getting an answer is to coming into our group visit on this day at this time. Or while you’re waiting, here’s a small checklist that can help patients. If you’re under an elimination diet, here’s my link to my snack swaps. You know, if you have a system or method that you tend to walk your patients through, you can give them a link.” (14:17 | Dr. Lara Salyer)
“Portal messaging can be a huge burden, but it can also be a great opportunity to invite people into your ecosystem and your culture. Your culture of honoring self-care, of empowering patients, to be discerning on what needs assistance, and to show them how you can do that as the expert in functional medicine.” (19:50 | Dr. Lara Salyer)