In recent years, the healthcare sector has changed with the introduction of patient portals linked to Electronic Health Records (EHRs). Nearly ninety percent of healthcare systems in the United States now offer such portals to improve patient engagement and communication. However, despite their widespread availability, only a small fraction of patients—approximately 15% to 30%—actively use these platforms. This difference highlights a significant gap between the presence of patient portals and their actual use by patients.
This article aims to outline the reasons behind this low engagement rate, the barriers that prevent patients from fully utilizing these tools, and the strategies administrators can adopt to increase adoption. Additionally, the role of artificial intelligence (AI) in facilitating workflow automation will be discussed to show how technology can help address this engagement gap.
Patient portals serve as online platforms that allow individuals to access their medical information easily. Typically, features include the ability to view lab results, schedule appointments, communicate with healthcare providers, and manage medications. These portals are intended to enhance patient involvement in their own healthcare, leading to better outcomes.
The overall value of patient portals is clear. They provide patients with increased transparency and access to health data. However, the current low usage rates show that there are challenges that healthcare providers need to address.
One major barrier to effective utilization of patient portals is health literacy. Research shows that patients with limited health literacy struggle to navigate digital platforms, making it tough for them to access and understand their health information. This issue is more common among individuals with lower educational backgrounds or those for whom English is not the primary language.
Similarly, digital literacy is important in the usability of patient portals. Patients who are not familiar with technology often find these platforms intimidating. As healthcare increasingly shifts toward digital solutions, it is crucial to address the varying levels of digital competency among patients to boost engagement.
Healthcare providers and administrators have identified a lack of established workflows as a barrier to patient portal usage. For many clinicians, integrating patient portals into routine practice remains a challenge. Without effective integration, clinicians may not encourage patients to engage with these portals. Furthermore, without supportive workflows, the benefits of these platforms—like improved communication and satisfaction—may not be realized.
Training patients on how to use these portals effectively can have a major impact on engagement levels. Studies have shown that personalized, one-on-one patient training linked to portal features correlates with increased usage. Without this training, many patients may feel overwhelmed or unsure about how to use the technology available to them.
Usability also plays a key role in whether patients will adopt these digital platforms. Factors such as the design of the interface, accessibility features, and overall user experience directly affect a patient’s willingness to engage. If a portal is difficult to navigate or lacks important features, users are likely to disengage. Research necessitates systematic usability testing to ensure that patient portals are user-friendly and cater to a diverse range of patient needs.
Healthcare systems should create personalized training sessions to teach patients how to use patient portals effectively. Workshops that cater to different levels of health and digital literacy can enhance user confidence. For example, conducting group sessions for less tech-savvy patients where they learn to log in, check lab results, and send messages to providers could increase engagement.
In addition to in-person training, healthcare organizations can use technology to offer tutorials that guide patients through the digital experience. Webinar series, video tutorials, or interactive online modules can serve as helpful resources for patients who prefer learning at their own pace.
Creating supportive workflows within practices can help connect healthcare providers and patients. Training clinicians and support staff on best practices for encouraging patient portal usage during appointments can lead to higher adoption rates. This involves regularly reminding patients about the benefits of using the portal and offering help with signing up.
Regularly collecting patient feedback on their experiences with the portal can provide important insights into areas for improvement. Surveys and focus groups can help administrators identify specific issues and address them proactively. Involving patients in discussions about design and functionality can encourage a user-centered approach to portal development.
Creating communication strategies that cater to a diverse patient population can boost engagement levels. Ensuring that informational materials are available in multiple languages and are culturally relevant can effectively reach non-English speaking patients.
As technology evolves, the role of artificial intelligence in patient engagement is growing. AI can facilitate workflow automation in several ways, making it useful for healthcare providers looking to enhance patient portal usage.
AI-powered chatbots can offer real-time support to patients who have questions about the portal’s functionality. These chatbots can answer frequently asked questions, guide patients through processes, or assist them in scheduling appointments. This capability allows healthcare systems to provide immediate support while freeing staff time for more complex patient interactions.
AI can help segment patients based on their health status, usage patterns, or barriers to engagement. Predictive analytics can identify patients who are less likely to use the portal, enabling administrators to put in place targeted outreach strategies. Automatic reminders can also prompt patients to log in, review results, or participate in surveys to gather feedback.
AI can analyze individual patient data and preferences, allowing healthcare systems to send tailored content that resonates with specific patient groups. For example, healthcare providers can deliver personalized educational materials based on patients’ clinical conditions, encouraging them to use the portal for easier management of their health information.
AI algorithms can give healthcare administrators insights into user behavior and engagement trends over time. This information is crucial for adapting portal features, refining training programs, and continually enhancing the patient experience.
By automating routine tasks—such as appointment confirmations, follow-ups after visits, and reporting lab results—AI can reduce the administrative burden on staff. This allows healthcare professionals to focus more on patient care and encourages a culture that values patient engagement.
To address the gap between the availability of patient portals and their actual usage, healthcare administrators in the United States need to take a proactive approach. This includes recognizing barriers related to health and digital literacy, improving workflow efficiencies, and integrating AI technology into the patient experience.
Efforts to boost patient portal engagement should focus on providing support and education tailored to the varying needs of patients. By actively working to enhance usability and accessibility, healthcare teams can build meaningful connections with patients, leading them toward better health outcomes and experiences.
In doing so, providers can start to bridge the divide between patient portal availability and actual usage, utilizing the full potential of digital health initiatives.
Simbo is making doctors' and patients' lives better. Connect now to know more.
Schedule Demo Now© Since 2019, Simbo AI.
