Portal-based messaging in electronic health record (EHR) systems intends to improve communication between healthcare providers and patients. However, despite its goal of modernizing healthcare communication, it unintentionally introduces barriers, diminishing accessibility and personalization. This raises concerns about the system's equity and effectiveness in meeting all patients' diverse needs. The University of Rochester Medical Center describes a patient portal as “a web-based tool [that] allows you to have access to your health information 24 hours a day. A patient portal can provide different features. This varies based on the system that your provider uses. Typically, you can log on to your patient portal using a secure website with a username and password.” While patient portals have become more common in healthcare, their widespread adoption has not necessarily translated into improved patient experiences or outcomes. Despite their intended convenience, many patients still encounter challenges when using these digital platforms, like complex user interfaces and concerns about privacy and security. One of the primary challenges faced by healthcare providers is convincing patients to opt in and use patient portals. While providers recognize the benefits of these online tools, many patients remain skeptical. According to a report by the American Medical Association (AMA), only 30% of patients were actively using patient portals, despite nearly 90% of providers offering access to them.What are patient portals?
Getting patients to opt-in
Factors contributing to patient's resistance to opt-in include a lack of perceived need and concerns about privacy and security. The AMA reports that 57% of patients feel they do not need to use patient portals, indicating a knowledge gap regarding portals and the use of this technology.
Related: What is portal-based messaging?
User confusion and anxiety
Another disadvantage of patient portals is the potential for user confusion and anxiety. Many individuals, particularly those with lower health literacy, may struggle to navigate and understand the functionalities of these online platforms. Patient portals often display medical tests and lab results, which can lead to confusion and concerns if users misinterpret the information presented.
Research indicates that abnormal test results caused confusion, anxiety, and concerns in 56% of individuals, while even those with normal results reported feeling confused and anxious (21%). The lack of a medical professional to explain these results can lead patients to speculate and seek information online, potentially exacerbating their anxiety.
Read also: Are patient portals the best way to communicate with your patients?
Alienation and health disparities
Patient portals can inadvertently contribute to alienation between patients and healthcare providers, particularly among populations with limited access to these online tools. Individuals with lower health literacy may be resistant to using patient portals due to the potential for confusion and misunderstanding.
Furthermore, certain populations, particularly those in areas of higher poverty or rural locations, may lack reliable internet access, making it difficult or impossible for them to enroll in and use patient portals. The AMA reports that 25% of individuals do not use patient portals due to a lack of internet access.
See also: The challenges of navigating portals for patients
The alternative to patient portals
Convenience
HIPAA compliant emails allow patients to communicate with their physicians without trying to understand complex portal interfaces. Additionally, HIPAA compliant emailing platforms, like Paubox, deliver emails directly to users’ inboxes for familiar and accessible communication, increasing patient engagement and satisfaction.
Eliminates complex user interfaces
HIPAA compliant emails are a simpler and more familiar way to communicate, reducing the technological burden on patients. Patients can access health information and interact with healthcare providers without struggling with navigation issues.
Protects patient privacy
Providers can mitigate security concerns by using HIPAA compliant platforms, like Paubox. These platforms offer encryption and access controls, safeguarding PHI and reducing the risk of data breaches and unauthorized access.
Streamlined communication
HIPAA compliant emails offer streamlined communication that aligns with existing workflows, reducing the burden on healthcare providers. Additionally, it allows providers to share information among care team members, leading to better coordination of care and improved health outcomes.
Go deeper: Using HIPAA compliant emails to improve provider collaboration
FAQs
Why are patient portals sometimes considered inconvenient?
Patient portals can be viewed as inconvenient due to several factors. One major reason is the lack of integration between different systems, leading to inefficiencies and frustrations for both patients and healthcare providers. Additionally, patients often need to register separate accounts for different portals, which can be time-consuming and challenging to manage, especially for individuals with multiple healthcare providers.
Do patient portals pose accessibility challenges?
Yes, patient portals may pose accessibility barriers for certain demographics. Older individuals without internet access or from lower socioeconomic backgrounds may struggle to create and manage accounts. This can result in disparities in healthcare access and information among different patient populations, ultimately impacting the quality of care received.
What are the engagement rates like for patient portals?
Despite efforts to promote patient engagement through portals, usage rates can vary, and some patients may fail to engage consistently. Usability issues contribute to this lack of engagement, with some patients finding it difficult to navigate the portal or access/print necessary information. These usability challenges can lead to lower user engagement rates overall.
How do patient portals compare to other communication methods, like HIPAA compliant emails?
Patient portals have limitations such as complexity, limited accessibility, and low engagement rates. In contrast, HIPAA compliant emails are often preferred for their familiarity, ease of use, accessibility, flexibility, and integration with existing systems. Emails offer a more straightforward communication method that patients are already familiar with, potentially improving engagement and accessibility for a broader range of individuals.
Learn more: HIPAA Compliant Email: The Definitive Guide
