Patient portal frustrations revealed
The leading causes of frustration with patient portals are unresponsive staff and poor interfaces, according to a survey by technology consulting firm Software Advice.
But that is among those who have access to portals. Of the 1,540 U.S. patients surveyed by the firm, only one-third had known access to a portal.
Slow staff response times may stem from the relative novelty of patient portals. “Figuring out how to incorporate the demands of technology into an already packed day may prove challenging; even more so considering some physicians are resisting these changes,” according to the survey.
Automatic emails, often viewed as annoying and impersonal, also were strongly disliked by patients. Medical jargon in patient notes was often cited as a point of confusion, but only 11 percent of patients surveyed said it would frustrate them most when using a portal.
The survey also revealed gender differences when it comes to the most requested patient portal features. Male patients valued online scheduling and prescription refill requests while female patients expressed an interest in viewing lab results and making payments. Also, younger patients also had distinct preferences compared to their older counterparts. Patients ages 18-24 tended to value looking at lab results more than older patients.
The firm highlighted the following tips for providers to improve the patient portal experience:
- Ensure features align with practice demographics
- Take it for a test drive
- Consider future patient preferences
Read the study here.