Skip to content
  • About
  • Contact
  • Contribute
  • Book
  • Careers
  • Podcast
  • Recommended
  • Speaking
  • All
  • Physician
  • Practice
  • Policy
  • Finance
  • Conditions
  • .edu
  • Patient
  • Meds
  • Tech
  • Social
  • Video
    • All
    • Physician
    • Practice
    • Policy
    • Finance
    • Conditions
    • .edu
    • Patient
    • Meds
    • Tech
    • Social
    • Video
    • About
    • Contact
    • Contribute
    • Book
    • Careers
    • Podcast
    • Recommended
    • Speaking

Unintended consequences of patient portals

Steve Wilkins, MPH
Tech
August 9, 2011
Share
Tweet
Share

There seems to be an inverse relationship between the amount of spin one hears about “the next big thing” and reality.  First it was EMRs and virtual e-visits, then social media, and now patient portals seem poised to be next big thing.   The drumbeat of vendors and pundits is unmistakable: physician that don’t adapt will be toast.   It can all sound pretty convincing until you ask to see the evidence.  What do patients think?

Take the physician patient portal.   If you read between the lines, patient portals are frequently being positioned as the new “front door” to physician practices.   By signing on to a secure website patients will have real time access to the electronic health record and will be able to communicate with their physicians by e-mail.   Additional patient features include being able to schedule an appointment with their doctor, reading their test results and refilling prescriptions.  But despite these features, according to John Moore at Chilmark Research, “nationwide use of patient portals remains at a paltry 6%.”

So now we know what vendors and pundits think about patient portals. What about patients – what do they think?

They would love it right?  I mean who at this very moment isn’t at home trying to email their doctor?  Yeah, right.

If a qualitative study of primary care patients in Journal of Internal Medicine is any indication, those most interested in using a patient portal were patients who were:

  • Dissatisfied with their physician
  • Dissatisfied with their physicians communications ability
  • Dissatisfied with their ability to get medical information from their physician

Those patients least likely interested in using a patient portal offered by their physician are patients who are:

  • Satisfied with their physician
  • Satisfied with their physician’s communication abilities
  • Difficulty in using the portal

Of significant note, patients who reported good relationships with their doctors were afraid that the patient portal would potentially undermine that strength of that relationship.    In other words, patients were afraid that e-visits would replace face to face visits.  Researchers were surprised that not one patient in the study identified encrypted email communication with their doctor as an advantage of patient portals.

While the findings from this study are not generalizable, the study does highlight a potentially significant unintended consequence of encouraging patients to use a new patient portal.   Patients may interpret the move as a signal from their physician that they will have less face-to-face time with their doctor, which in their mind is not a good thing.

To be sure, there are notable exceptions to the cautionary tale described here.  MyGroupHealth, the patient portal developed by patients and providers at Group Health Cooperative in Seattle, is perhaps the best example.

Takeaways

  1. Patient portals are not going to go away.  Having a patient portal is expected to be a requirement in the final  Stage 2 Meaningful Use (MU) Requirements (June 2012) and is listed as a condition for advanced Patient Centered Medical Home (PCMH) accreditation by NCQA.
  2. Ask patients what they think about a patient portal – what services should it offer, would they use it, how should it be promoted and so on.  After all, it is supposed to be patient-centered.
  3. The real value of the patient portal lies in physicians providing  patient-centered, clinical support to patients rather than promoting products and services.
  4. Integrate the patient portal into the primary care physician’s work flow and practice.  If you collect patient data on the portal then make use the physician actually uses the information during the patient visit.

Steve Wilkins is a former hospital executive and consumer health behavior researcher who blogs at Mind The Gap.

Submit a guest post and be heard on social media’s leading physician voice.

Prev

What to consider when adding the Apple iPad to your medical practice

August 9, 2011 Kevin 3
…
Next

Wireless devices will dramatically change how medicine is practiced

August 9, 2011 Kevin 1
…

Tagged as: Health IT, Patients

Post navigation

< Previous Post
What to consider when adding the Apple iPad to your medical practice
Next Post >
Wireless devices will dramatically change how medicine is practiced

ADVERTISEMENT

More by Steve Wilkins, MPH

  • a desk with keyboard and ipad with the kevinmd logo

    If you build a patient portal, why won’t they come?

    Steve Wilkins, MPH
  • a desk with keyboard and ipad with the kevinmd logo

    When patients are socialized into the sick role

    Steve Wilkins, MPH
  • a desk with keyboard and ipad with the kevinmd logo

    There is no app for patient engagement

    Steve Wilkins, MPH

More in Tech

  • Why AI in health care needs the same scrutiny as chemotherapy

    Rafael Rolon Rivera, MD
  • The silent cost of choosing personalization over privacy in health care

    Dr. Giriraj Tosh Purohit
  • Why trust and simplicity matter more than buzzwords in hospital AI

    Rafael Rolon Rivera, MD
  • ChatGPT in health care: risks, benefits, and safer options

    Erica Dorn, FNP
  • Why AI must support, not replace, human intuition in health care

    Rafael Rolon Rivera, MD
  • Why health care reform must start with ending monopolies

    Lee Ann McWhorter
  • Most Popular

  • Past Week

    • Why pain doctors face unfair scrutiny and harsh penalties in California

      Kayvan Haddadan, MD | Physician
    • Love, birds, and fries: a story of innocence and connection

      Dr. Damane Zehra | Physician
    • How a doctor defied a hurricane to save a life

      Dharam Persaud-Sharma, MD, PhD | Physician
    • Why physician strikes are a form of hospice

      Patrick Hudson, MD | Physician
    • What street medicine taught me about healing

      Alina Kang | Education
    • The silent cost of choosing personalization over privacy in health care

      Dr. Giriraj Tosh Purohit | Tech
  • Past 6 Months

    • Why transgender health care needs urgent reform and inclusive practices

      Angela Rodriguez, MD | Conditions
    • COVID-19 was real: a doctor’s frontline account

      Randall S. Fong, MD | Conditions
    • Why primary care doctors are drowning in debt despite saving lives

      John Wei, MD | Physician
    • Confessions of a lipidologist in recovery: the infection we’ve ignored for 40 years

      Larry Kaskel, MD | Conditions
    • Why taxing remittances harms families and global health care

      Dalia Saha, MD | Finance
    • mRNA post vaccination syndrome: Is it real?

      Harry Oken, MD | Conditions
  • Recent Posts

    • Who are you outside of the white coat?

      Annia Raja, PhD | Conditions
    • How hospitals can prepare for CMS’s new patient safety rule

      Kim Adelman, PhD | Conditions
    • Physician practice ownership: risks, rewards, and reality

      Paul Morton, CFP | Finance
    • How peer support can save physician lives [PODCAST]

      The Podcast by KevinMD | Podcast
    • Why AI in health care needs the same scrutiny as chemotherapy

      Rafael Rolon Rivera, MD | Tech
    • The humanity we bring: a call to hold space in medicine

      Kathleen Muldoon, PhD | Conditions

Subscribe to KevinMD and never miss a story!

Get free updates delivered free to your inbox.


Find jobs at
Careers by KevinMD.com

Search thousands of physician, PA, NP, and CRNA jobs now.

Learn more

View 1 Comments >

Founded in 2004 by Kevin Pho, MD, KevinMD.com is the web’s leading platform where physicians, advanced practitioners, nurses, medical students, and patients share their insight and tell their stories.

Social

  • Like on Facebook
  • Follow on Twitter
  • Connect on Linkedin
  • Subscribe on Youtube
  • Instagram

ADVERTISEMENT

ADVERTISEMENT

  • Most Popular

  • Past Week

    • Why pain doctors face unfair scrutiny and harsh penalties in California

      Kayvan Haddadan, MD | Physician
    • Love, birds, and fries: a story of innocence and connection

      Dr. Damane Zehra | Physician
    • How a doctor defied a hurricane to save a life

      Dharam Persaud-Sharma, MD, PhD | Physician
    • Why physician strikes are a form of hospice

      Patrick Hudson, MD | Physician
    • What street medicine taught me about healing

      Alina Kang | Education
    • The silent cost of choosing personalization over privacy in health care

      Dr. Giriraj Tosh Purohit | Tech
  • Past 6 Months

    • Why transgender health care needs urgent reform and inclusive practices

      Angela Rodriguez, MD | Conditions
    • COVID-19 was real: a doctor’s frontline account

      Randall S. Fong, MD | Conditions
    • Why primary care doctors are drowning in debt despite saving lives

      John Wei, MD | Physician
    • Confessions of a lipidologist in recovery: the infection we’ve ignored for 40 years

      Larry Kaskel, MD | Conditions
    • Why taxing remittances harms families and global health care

      Dalia Saha, MD | Finance
    • mRNA post vaccination syndrome: Is it real?

      Harry Oken, MD | Conditions
  • Recent Posts

    • Who are you outside of the white coat?

      Annia Raja, PhD | Conditions
    • How hospitals can prepare for CMS’s new patient safety rule

      Kim Adelman, PhD | Conditions
    • Physician practice ownership: risks, rewards, and reality

      Paul Morton, CFP | Finance
    • How peer support can save physician lives [PODCAST]

      The Podcast by KevinMD | Podcast
    • Why AI in health care needs the same scrutiny as chemotherapy

      Rafael Rolon Rivera, MD | Tech
    • The humanity we bring: a call to hold space in medicine

      Kathleen Muldoon, PhD | Conditions

MedPage Today Professional

An Everyday Health Property Medpage Today
  • Terms of Use | Disclaimer
  • Privacy Policy
  • DMCA Policy
All Content © KevinMD, LLC
Site by Outthink Group

Unintended consequences of patient portals
1 comments

Comments are moderated before they are published. Please read the comment policy.

Loading Comments...