Comparing Patient Portals vs. Family Portals for Long-Term Care

Novemeber 30 | Varsha Chaugai

When choosing patient portal software for long-term care facilities, skilled nursing homes, and assisted living communities, administrators face an important decision: should they implement traditional patient portals or invest in specialized family portals? Understanding the differences between these two approaches can significantly impact resident satisfaction, family engagement, and operational efficiency.

Patient portal software provides secure, digital access to health information and communication tools between healthcare providers and patients. In traditional healthcare settings, these platforms allow patients to view test results, schedule appointments, and message their care team directly. However, the unique needs of long-term care environments require a more nuanced approach to patient portal software implementation.

Standard patient portal software works well in acute care hospitals and outpatient clinics where patients actively manage their own healthcare. In long-term care facilities, however, traditional patient portals face several challenges:

• Many elderly residents may struggle with technology adoption
• Cognitive impairments can make portal navigation difficult
• Physical limitations may prevent independent portal access
• Privacy concerns when family members need to access information on behalf of residents

Traditional patient portal software often creates communication silos, leaving family members, who are frequently the primary advocates and decision-makers, without adequate access to important care information.

Family portals represent a specialized evolution of patient portal software explicitly designed for long-term care environments. These platforms recognize that family members are integral partners in the care process.

• Enhanced Family Engagement: Family portals extend communication beyond just the resident to include authorized family members, creating a more comprehensive care network. This approach acknowledges that in long-term care settings, families often serve as primary advocates and decision-makers.
• Real-Time Care Updates: Unlike traditional patient portal software that primarily focuses on medical record access, family portals provide real-time updates on daily activities, meals, social engagement, and overall well-being. This gives families peace of mind and keeps them connected to their loved one's daily life.
• Streamlined Communication: Family portals reduce the administrative burden on nursing staff by decreasing repetitive phone calls from concerned family members. When families have access to current information through the portal software, they're less likely to call with routine questions.

Engage⁺  by Evoke Health exemplifies how modern patient portal software can be adapted for long-term care needs. This family portal solution goes beyond traditional patient portals by offering:

• Clinical Information Sharing: Families receive key clinical updates within an easy-to-use platform
• Improved Care Collaboration: The system facilitates better communication between families and care teams
• Reduced Administrative Burden: Facilities report decreased phone calls and routine questions from families
• User-Friendly Design: The platform prioritizes accessibility for users of all technology comfort levels

The success of platforms like Engage⁺ demonstrates that purpose-built family portal software often delivers better outcomes than adapting traditional patient portal software for long-term care environments.

When evaluating patient portal software options for your long-term care facility, consider these factors:

• Assess Your Population: Is your community already on social media? They may be more tech savvy than you realize! If many residents can independently use traditional patient portal software, a hybrid approach might work. However, if family involvement is high, dedicated family portal software may be more effective.
• Integration Capabilities: Ensure your chosen patient portal software integrates seamlessly with your existing electronic health record (EHR) system and care management platforms. Family portals should pull real-time data without creating additional documentation burden for staff.
• Compliance and Security: Whether you choose traditional patient portal software or family portal solutions, ensure HIPAA compliance and robust security features. Family portals must carefully manage permissions to ensure only authorized family members have access to sensitive information.
• Staff Training Requirements: Consider the training investment required for different patient portal software solutions. Family portals may require different workflows than traditional patient portals, so factor staff adaptation time into your decision.

As the long-term care industry continues to embrace digital transformation, patient portal software will likely evolve to better serve the unique needs of this sector. We're already seeing innovations like:

• Mobile-optimized interfaces designed for older adults and their families
• Integration with wearable devices and remote monitoring tools
• AI-powered communication features that can translate complex medical information into family-friendly language
• Multi-generational user interfaces that accommodate different technology preferences

The decision between traditional patient portal software and family-focused solutions depends on your facility's specific needs, resident population, and family engagement patterns. While traditional patient portals may suffice for some independent living communities, skilled nursing facilities, and memory care units often benefit more from specialized family portal software.

Consider conducting a needs assessment with your residents and families to understand their communication preferences and comfort levels with technology. This data will help you select patient portal software that truly enhances care coordination rather than creating additional barriers.

Family portals like Engage⁺  represent the future of patient portal software in long-term care—recognizing that effective care coordination requires engaging the entire care network, not just the patient. By choosing the right patient portal software for your unique environment, you can improve family satisfaction, reduce staff workload, and ultimately deliver better care outcomes for your residents.

The investment in appropriate patient portal software pays dividends in improved family relationships, enhanced transparency, and more efficient care coordination. Whether you choose a traditional patient portal or a specialized family portal, the goal remains the same: creating seamless communication that supports the best possible care for your residents. Book a demo with us today.