Abstract:
Background: Poor mental health and distress pose significant health risks to young people in New Zealand. Patient portals have the potential to increase access to mental health services, including in university-based health practices. However, a lack of research is available to guide practices on extending patient portals into mental health services. Aim: This study aimed to explore stakeholder (student service users' and health providers') expectations and perceptions of extending patient portals into a New Zealand university based mental health service. Methods: This qualitative study was conducted collaboratively with the University Health and Counselling Service, through an action research methodology. The convergent interviewing method included a software demonstration, two staff focus groups and 13 interviews with a total of 17 students and staff. Data was analysed thematically. Findings: Data converged into 15 themes, categorised into perceptions of the patient portal and considerations and opportunities for extension. The existing portal was perceived as useful and easy to use. Participants reported that it plays a vital role in making health care more accessible and expected this to transfer to a mental health context. Staff were most concerned with the portal's ability to support their triage processes and enabling students to 'counsellor hop' - see multiple counsellors. Staff recommended extension into low-risk services. Most students expected the portal to enhance patient counsellor contact and rapport, through continuity of care. Students were concerned with appointment waiting times, the stigmatisation of poor mental health and their capacity to seek help. Students recommended extension into all services, including urgent appointments. In the final phase of the research, staff concluded that extending a patient portal into their counselling services should be prioritised. Conclusions: This is the first study to explore a patient portal in primary mental health care. Staff tended to prefer a high touch, low technology model of mental healthcare delivery, while students desired for the portal to fast-track administration and triage processes. This research suggests that there is value in extending patient portals into mental health care, especially into low-risk services. Future research should explore opportunities to support triage and appointment making processes via patient portals, to find a balance of high tech and high touch.