Combating a top burnout driver

Key takeaways: 

• The increased use of patient portal messaging has had unintended consequences: high volumes of non-urgent messages, requests for flexible care, and a rise in aggressive and negative behavior online.
• A team led by Deeba Minhas, M.D., is looking at this issue and finding ways to reduce the burden felt by team members.
• Among tweaks to the portal are: new standards for communication, appropriate reasons to contact the clinic, guidance for minimizing lengthy messages and clear expectations for appropriate response times.

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