Why has University Health Network's patient portal login success rate dropped by 15% over the past month?

Introduction

The University Health Network's patient portal login success rate has dropped by 15% over the past month, indicating a significant issue affecting user access and potentially impacting patient care. To address this problem, I'll employ a systematic approach to identify, validate, and resolve the root cause while considering both immediate and long-term implications.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might have been a recent system update. Has there been any significant changes to the portal or underlying infrastructure in the past month?

Why it matters: System changes often correlate with performance issues. Expected answer: Yes, there was a security update. Impact on approach: If confirmed, we'd focus on the update's impact on login processes.

• Considering user segments, I'm wondering if this affects all users equally. Are we seeing a uniform 15% drop across all patient demographics, or is it more pronounced in certain groups?

Why it matters: Helps identify if it's a universal issue or specific to certain user types. Expected answer: The drop is more significant among older patients. Impact on approach: We'd investigate accessibility issues or changes that might disproportionately affect older users.

• Given the healthcare context, I'm curious about any recent regulatory changes. Have there been any new compliance requirements implemented recently that might affect login procedures?

Why it matters: Healthcare systems often need to adapt quickly to regulatory changes, which can impact user experience. Expected answer: No recent regulatory changes. Impact on approach: If confirmed, we'd focus more on internal factors rather than external compliance issues.

• Thinking about potential data anomalies, I'm wondering about the reliability of our metrics. Has there been any change in how we measure login success rates or any known issues with our analytics tools?

Why it matters: Ensures we're addressing a real problem and not a data collection issue. Expected answer: No changes in measurement methods or known analytics issues. Impact on approach: If confirmed, we'd proceed with confidence in our data and focus on actual login issues.