Melissa Crawford is a mother from Concord, NH.  Her two year old daughter, Ava, has a congenital heart defect and was recently diagnosed with epilepsy.  Melissa loves Ava’s physician’s patient portal since it allows her to easily book appointments and refill Ava’s medications online.  But when Ava’s pediatrician needed medical records from Ava’s five specialists, the various patient portals did not provide all the health information the doctor needed.  Melissa set off on a stressful and complicated journey to gather the information from the five specialists in time for Ava’s appointment with her pediatrician. … Continue reading Understanding the Patient Experience to Improve Patient Access to Medical Records