The Impact of COVID-19 on Patient Portal Access: Analyzing Trends and Disparities across Different Racial and Ethnic Groups

The COVID-19 pandemic has changed various aspects of healthcare delivery in the United States, accelerating the shift toward digital patient engagement. A notable change has been the increase in the use of patient portals, which let patients access their electronic health information. These portals allow for messaging healthcare providers, reviewing lab results, and managing appointments, becoming essential tools during this time. Nonetheless, the rise in usage has not been equal; it highlights ongoing disparities across racial and ethnic groups that need attention.

Rising Patient Portal Engagement

Recent studies from JAMA Health Forum indicate a significant rise in patient portal engagement during the pandemic. From 2020 to 2022, individuals accessing their patient portals increased by 46%. In contrast, the increase from 2019 to 2020 was only 5%. The pandemic pushed many healthcare providers to promote the use of these portals, which became vital for communication during social distancing and limited in-person visits.

This increase in engagement is linked to several factors, especially the move to telehealth. With providers shifting to virtual consultations, patients turned to their portals for necessary communication. They accessed test results, requested prescription refills, and communicated with healthcare providers for follow-ups, significantly boosting portal usage.

Disparities in Access

Despite the overall rise in patient portal usage, notable disparities persist among different racial and ethnic groups. In 2022, data showed that only 60% of Black patients and 57% of Hispanic patients were using their patient portals, compared to 70% of White patients. This difference points to deeper issues in the healthcare system that need to be addressed for fair access.

The report revealed that while 73% of Black patients and 62% of Hispanic patients were offered online access to their records, 81% of White patients had similar offers. Furthermore, only 63% of Black and Hispanic patients were encouraged to use the portals, unlike 77% of White patients who received encouragement from their providers.

These differences in access and usage highlight critical questions about the steps medical practices can take to ensure equal service and support for all patients. Understanding the reasons behind these disparities is important. Many healthcare practices may need to consider if their staff is adequately prepared to promote these digital tools uniformly.

The Role of Provider Interaction

Interactions with providers significantly influence patient portal engagement. Data shows that patients who are offered and encouraged to use the portal report much higher usage rates. For example, when patients were actively offered access, the difference in portal usage between racial and ethnic groups decreased considerably.

This emphasizes a key point for medical practice administrators: all patients should be consistently offered and encouraged to use patient portals. Resources and training should be provided to staff to help them understand the benefits of these systems and how to communicate that value to patients from various backgrounds.

Influence of Healthcare Regulations

The change in patient portal usage has coincided with new healthcare regulations intended to improve data access. The Office of the National Coordinator established new standards to prevent information blocking by healthcare organizations. The Biden administration has focused on increasing patient access to health information, implementing penalties for organizations that hinder the sharing of data.

These regulations are meant to promote equitable access to electronic health records, which could enhance patient care for all demographics. Medical practices should keep up with these regulations to ensure compliance while using available technology to engage patients effectively.

Telehealth’s Impact on Engagement

Telehealth emerged as a vital development during the pandemic. Its integration with patient portals has been key in keeping patients informed and connected. As more patients turned to telehealth for consultations, reliance on patient portals for managing their health increased.

This shift also highlights the importance of digital literacy. Some patients may feel confused by the technology needed to use these portals effectively. Healthcare providers should consider offering training or resources to help patients navigate these systems, which can improve overall engagement and satisfaction.

Initiatives to Address Disparities

To tackle these disparities, comprehensive initiatives are needed to focus on equitable access to patient portals. Here are some steps medical practices can take:

• Tailored Training for Staff: Ensure frontline staff understand how to advocate for patient portal use. Training should cover the benefits for all patients and strategies to communicate these effectively to diverse groups.
• Promote Digital Literacy: Offer workshops or resources to help patients feel comfortable using technology. In practices where many patients may lack experience with electronic health records, dedicated support can bridge gaps.
• Monitoring and Feedback: Regularly track portal usage across different demographics to identify and address ongoing disparities. Patient feedback can inform improvements in engagement strategies.
• Strategic Outreach Programs: Create outreach initiatives for communities with limited access to digital resources. Targeting education and support efforts in these areas can help raise awareness about patient portals.
• Enhancing Communication: Providing information about portal availability in multiple languages could improve access for patients with English language challenges. Multilingual resources could lessen barriers and enhance understanding across different groups.

The Role of AI and Workflow Automation in Enhancing Patient Engagement

As medical practices work to boost patient engagement through portal usage, technology plays a vital role. Artificial intelligence (AI) and workflow automation can help streamline operations and improve patient interaction with services.

• Personalized Patient Communication: AI systems can evaluate patient data to send personalized reminders about accessing portals. By analyzing demographic and usage data, systems can identify patients who may need additional support, focusing communication effectively.
• Automated Follow-Ups: AI-powered systems can automate follow-up messages for patients who haven’t accessed their portals recently. This proactive strategy can encourage patients to engage with their online health information.
• Virtual Assistants for Patient Support: Using AI-driven virtual assistants can improve the user experience for patients navigating their portals. These assistants can provide quick responses to common questions, helping patients feel more secure in using the technology.
• Streamlined Administrative Processes: Workflow automation can ease the administrative burden on healthcare staff by managing routine tasks, allowing them to focus on patient engagement. This saved time lets staff spend more time guiding patients through the portal.
• Data Analytics for Improved Outreach: AI can analyze portal engagement trends to reveal user demographics and identify disparities. This information is essential for administrators seeking to tailor outreach efforts and improve access strategies.

By adopting AI and automation, healthcare organizations can enhance their operational efficiency and boost patient engagement in a way that is responsive to diverse needs.