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A recent JMIR study (2025), using data from the 2022 Health Information National Trends Survey (HINTS), found that 61.3% of U.S. adults reported accessing a patient portal at least once in the past 12 months. This shows that more patients are aware of and trying out these digital tools.
However, the same study pointed out that regular and meaningful use is still low. Many patients log in just once or twice, often to check a single lab result or appointment, and don’t return.
In this blog, we take a closer look at what a patient portal actually is, why it matters for patients and healthcare providers, and why many people aren’t fully using it even though they have access. We’ll explore the potential benefits, the barriers that might be holding patients back, and the best possible solutions.
Let’s dive in together.
The strongest catalyst in the emergence of the patient portal was the Health Information Technology for Economic and Clinical Health (HITECH) Act of 2009, a crucial component of the American Recovery and Reinvestment Act (ARRA). The act strived to promote the adoption and meaningful use of health information technology. This ‘meaningful use’ required healthcare providers to engage patients and families in their care journeys through safe and secured electronic access to their health data.
Also, to qualify for federal incentive payments, providers had to show that they were using EHRs in ways that profoundly elevate care, including giving patients timely electronic access to their health data.
More recently, the 21st Century Cures Act (2016) further reinforced the importance of patient access to health data by mandating interoperability and prohibiting ‘information blocking’ by providers and EHR vendors.
This has driven patient portals to become even more open, dynamic, and interconnected, empowering patients to play an active role in managing their health.
Back in the late 1990s and early 2000s, patient portals looked very different from what we know today. They were more like simple online bulletin boards than true interactive tools. Patients could log in and see their lab results or visit summaries, but that was pretty much it. The information was often delayed, sometimes showing up days or even weeks after an appointment, and there was no real way to interact with your healthcare team through these systems.
These early portals were static and passive. They gave patients a tiny peek into their health records but didn’t invite any conversation or action. It felt more like reading a printed report online rather than being part of your own care journey.
Here’s what made them so limited:
While these early portals had their flaws, they were an important first step. They showed that patients wanted more access to their health information and laid the foundation for the advanced, interactive, and patient-centered portals we have today.
As technology advanced and policies pushed for stronger patient engagement, the functionalities of portals evolved. Over time, they began to include:
By combining these features, modern patient portals not only save time but also help you stay on top of your health in a secure, user-friendly way. Then why are patients taking a step back?
These barriers often prevent patients from fully engaging with their own health information and limit the likely advantages of digital care. Understanding these challenges can help practices sweeten the patient experience, enhance satisfaction, and strengthen overall care relationships.
Many patients, even younger, tech-savvy ones, still call instead of clicking because the portal lacks the subtle emotional signals patients get from a human voice, such as a pause, a sigh of understanding, or reassuring words. In stressful health moments (for example, waiting on a biopsy result, or a new diagnosis), patients want to hear someone care before they trust instructions.
How to fix it:
Integrate ’empathy layers’ into portals. For instance, short voice/video messages from the provider explaining results in simple language, or a live ‘ask me now’ nurse chat button that doesn’t feel robotic.
In many households (especially multi-generational families), health decisions aren’t made by one patient alone. Someone else (daughter, spouse, elder) often calls to ‘confirm’ before scheduling or approving medications. Patient portals typically restrict access to a single login and do not support shared decision-making.
How to fix it:
Enable controlled shared access modes where authorized family members can view, discuss, and co-approve key actions. Include ‘co-sign’ features for medication refills or appointment approvals, acknowledging family dynamics in real life.
Many patients call because portals do not clarify insurance authorization issues, hidden charges, or what ‘pending insurance verification’ actually means. Patients want to confirm “Will this be covered?” and “What will I actually pay today?”, questions often answered only by experienced billing staff on the phone.
How to fix it:
Provide in-sync, personalized financial estimate tools integrated into portals, with ‘consult a biller right away’ support for complex questions. Include simplified language and contextual pop-ups explaining each billing status in lay terms.
Patients who experienced mistakes in the past (wrong medication refills, incorrect appointments, or test results delays) tend to avoid using the portal in the future, even if they are tech-savvy. They associate self-service with higher error risk and feel “if I call, it’s verified by a real person.”
How to fix it:
Build visible error-prevention assurances in portals, such as ‘double-check confirmation’ steps, clear audit trails patients can see (‘your refill request was checked by nurse X at 3:10 pm’), and trust signals (‘last 12 requests resolved with no errors’).
Ironically, the overuse of portals for messages and refill requests can overwhelm staff. Once overwhelmed, staff may not respond promptly or accurately, leading patients to revert to calling. Patients then perceive portals as “unreliable,” creating a vicious cycle.
How to fix it:
Introduce internal triage and workflow balancing AI tools like AI Front desk that analyze message loads, auto-prioritize urgent clinical questions over routine requests, and redistribute tasks among available staff. Offer patients realistic wait-time updates inside the portal (for example., ‘Expected response: 2 hours’) to set correct expectations and reduce fallback calls.
Many patients, especially older adults or those with low-tech confidence, worry that if they click the wrong button (like, cancel an appointment by mistake, or refill the wrong medication), they might be penalized, billed, or even ‘flagged’ as a problem patient. On a call, they can confirm and clarify in real time with a human.
How to fix it:
Design safe ‘undo’ features, on-the-fly confirmation dialogues (“Are you sure? You can undo within 30 minutes”), and visible, judgment-free guidance (“You can always call us if something goes wrong, no penalties”).
Patients often call to request things like “Please tell Dr. Smith to mention this to the specialist,” “Can you add a note for my upcoming surgery,” or “Tell the nurse I need extra paperwork for FMLA.” These nuanced requests don’t fit into rigid portal forms or drop-down menus.
How to fix it:
Add a ‘Custom Requests’ text box clearly labeled, routed to human staff, with appropriate disclaimers about processing times. Include an option to upload voice notes, especially helpful for elderly or non-English-speaking patients who struggle to type detailed requests.
When patients see multiple specialists, they often have to maintain separate logins or find information split across disconnected portals (such as primary care, labs, and imaging centers). Patients then feel forced to call because they need someone to ‘connect the dots’ and summarize everything at once.
How to fix it:
Implement cross-provider integration with consolidated dashboards and ‘one view of care’ experiences. Even if full technical integration isn’t possible, provide a clear human summary service (‘Request My Summary’ button) so patients can receive a unified update via the portal or a callback.
Even patients who read English fluently may feel more comfortable talking to a care team from their own cultural background or language. Many portals fail to account for subtle linguistic nuances or tones that build trust in diverse patient populations (for instance, indirect phrasing common in some Asian cultures, or preference for formal titles in some communities).
How to fix it:
Offer multi-language support with culturally adapted content, including not just translation but culturally aligned expressions and guidance. Add voice or video explainer content in multiple languages and optional access to live interpreter chats inside the portal.
Patients stress finding unexpected bad news when clicking on test results themselves. They prefer a call because they want a clinician to ‘walk them through it’ gently rather than seeing a scary number or phrase alone (such as, “abnormal,” “positive,” or “needs further testing”).
How to fix it:
Build an ‘explain with me’ mode, where critical or sensitive results are first flagged as ‘Available to review with a clinician,’ and patients can schedule a quick guided review call or video, preventing emotional shock and encouraging portal use for other tasks.
The bottom line is that a patient portal should go beyond a digital window to be successful on the ground. It should be an empowering, intuitive, and deeply human connection point. OmniMD’s Patient Portal is designed precisely to address these gaps, transforming digital access into a seamless, patient-centered experience.
Privacy and security are at the heart of OmniMD. Every interaction, message, and data transfer is fully encrypted and strictly follows HIPAA standards. Patients can trust that their information stays safe and confidential.
The portal connects flawlessly with your EHR, allowing patients to view real-time lab results, visit summaries, medications, and more, all without delays or data silos. This integration helps create that ‘one view of care’ experience patients crave.
Privacy and security are at the heart of OmniMD. Every interaction, message, and data transfer is fully encrypted and strictly follows HIPAA standards. Patients can trust that their information stays safe and confidential.
By blending powerful technology with human warmth, OmniMD’s Patient Portal does more than check the box for digital access. It builds real connections, supports shared decision-making, and helps patients feel truly cared for. Give us a call now and experience the difference!
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