Before a doctor’s appointment, many patients are now asked to log in to a digital portal to complete forms or review medical information. While the convenience of these portals is growing, adoption rates remain uneven, with a recent study finding that only 34% of patients regularly use them to access their health data.
Patient portals have grow a significant component of modern healthcare, changing how individuals interact with their medical records and providers. Nearly all major health systems now offer a portal, but awareness of their capabilities remains limited, according to Dr. Michael McLeod, DO, a family medicine physician with Family Tree Health Care – Hopkinton and associate chief clinical officer for primary care for the Concord Hospital Health System.
Concord Hospital Health System’s portal aims to provide a central hub for a patient’s entire medical experience, encompassing primary care, specialist visits, emergency room encounters, and hospitalizations. “Your emergency room visit two weeks ago, your blood work from your cardiologist a month ago — those are all within your access in your portal,” McLeod explained. “It’s a singular point of entry for, really, the entire health system.”
The benefits extend beyond simple access to records. Patients can request prescription refills, verify appointment times, and complete necessary paperwork without needing to make a phone call. Lab results and clinical notes are available directly, eliminating the need for special requests or waiting on the phone. Many portals are also accessible via mobile apps, allowing patients to access their information regardless of location.
“I believe one [advantage], which is a solution for both patients and doctors, with everybody having such busy lives, is asynchronous communication,” McLeod said. The portals allow patients to send secure messages to their care teams at any time, and providers can respond during office hours. Staff can triage these messages, prioritizing urgent concerns and ensuring timely responses.
However, McLeod cautioned against using portals for emergencies. “If you said, ‘I’m having crushing chest pain right now,’ you shouldn’t send that in a portal message,” he emphasized.
Beyond convenience, portals empower patients to take a more active role in their healthcare. Data indicates that patients most frequently use portals to view test results and clinical notes. The portals also serve as a reminder of medications and discussions from previous visits, potentially preventing gaps in care. “It provides you with a double check to make sure things aren’t missed,” McLeod stated. “If folks notice something in their portal that maybe their provider didn’t talk to them about or didn’t have a follow up plan for, they can actively manage their health.”
The benefits aren’t limited to patients. On the provider side, portals consolidate patient records and facilitate communication among healthcare professionals. McLeod described instances where he was able to quickly message a specialist regarding a shared patient, sharing lab results and coordinating care in real-time. “The communication is much better,” he said.
Despite the advantages, barriers to adoption remain. Some patients are unaware of their access to a portal, while others may struggle with the technology. However, most systems offer password reset options and user-friendly interfaces accessible on mobile devices. Patients can typically obtain information about portal access from their provider’s office staff.
McLeod noted that even older patients are embracing the technology. “Some of my strongest portal users are 90 years aged,” he said. “A lot of my older patients have already looked at their blood work (in the portal) so that they’re prepared for their office visit. I had someone who said they cheated by looking in advance. I told them, ‘It’s not cheating. It’s your lab test.’ ”
Looking ahead, McLeod anticipates that artificial intelligence will play an increasing role in patient portals, potentially through chatbots that can answer common questions, provide resources, and guide patients on when to seek care. “Obviously there will still always be the ability for folks to interact with human beings,” he said. “But you know, if a patient said, ‘I’ve read something online that ACE inhibitors have coughing as a side effect,’ the chatbot would be able to answer, ‘Yes, that is true; did I answer your question?’ ”
While portals offer numerous benefits, McLeod stressed that they are not a replacement for human interaction. He cautioned that portals may not always use patient-friendly language, potentially causing confusion when patients encounter unfamiliar medical terminology. The immediate release of test results, mandated by legislation, can also cause anxiety if patients are unable to discuss the results with their provider in person. “People will sometimes obtain panicked because they’ll read information that they don’t know what to do with,” he said. “It doesn’t replace the human interaction. There are some things you can do electronically, but it doesn’t replace the need to notice folks in the office.”
Patient Portal Tips:
- Log in before your visit to review test results, medications, or visit summaries.
- Use the portal for routine needs like appointment requests, prescription refills, and non-urgent questions.
- Do not use the portal for urgent or emergency symptoms; call your provider or seek immediate care.
- If medical language is unclear, follow up with your provider.
- Review visit summaries to recall discussions and instructions.
- Reset forgotten passwords; most portals offer easy reset options.
- Access the portal through apps or websites for convenience.
