Unequal access to patient portals

Unlock Your Health: Are Patient Portals Leaving Some Behind?

Rhea Morgan in Health & Wellness December 2025 • 4 min read.

"Discover the surprising disparities in patient portal adoption and how to bridge the digital divide for better healthcare access."

In today's rapidly evolving healthcare landscape, patient portals have emerged as a powerful tool, offering individuals secure online access to their medical records, test results, and direct communication with healthcare providers. These platforms hold the potential to revolutionize patient engagement, improve adherence to treatment plans, and reduce unnecessary healthcare utilization.

However, the promise of patient portals hinges on equitable access and widespread adoption. While a significant portion of the population embraces these digital tools, disparities persist, leaving certain groups behind and potentially exacerbating existing health inequities. Understanding who isn't using patient portals and why is crucial for bridging the digital divide and ensuring that everyone benefits from this transformative technology.

A recent study delved into this critical issue, analyzing data from a nationally representative sample of U.S. adults to identify the characteristics of patient portal non-users and explore the reasons behind their reluctance. The findings shed light on the key barriers to adoption and offer valuable insights for policymakers, healthcare providers, and technology developers seeking to promote equitable access and maximize the potential of patient portals.

The Digital Divide: Who's Missing Out on Patient Portals?

The study revealed a significant gap in patient portal adoption, with 63% of insured adults reporting that they had not used a portal in the past year. This highlights the urgent need to address the underlying factors contributing to this disparity.

Further analysis identified several key characteristics associated with patient portal non-use:

Gender: Men were more likely than women to be non-users.
Insurance Type: Individuals on Medicaid were less likely to use portals compared to those with private insurance.
Education Level: Those with less than a college education were more likely to be non-users.
Healthcare Access: Lack of a regular healthcare provider was a significant barrier to portal adoption.
Race/Ethnicity: Non-white individuals were less likely to report being offered access to a portal.

These findings paint a clear picture of the digital divide in healthcare, highlighting the need for targeted interventions to reach underserved populations and address the specific barriers they face.

Bridging the Gap: Strategies for Equitable Access

The study underscores the importance of a multi-faceted approach to promote equitable patient portal adoption. By addressing these key barriers and implementing targeted interventions, we can bridge the digital divide and ensure that all individuals have the opportunity to benefit from the transformative potential of patient portals. This will require more education as well as technological designs that enable patients to communicate with providers in acceptable ways.

About this Article -

This article was crafted using a human-AI hybrid and collaborative approach. AI assisted our team with initial drafting, research insights, identifying key questions, and image generation. Our human editors guided topic selection, defined the angle, structured the content, ensured factual accuracy and relevance, refined the tone, and conducted thorough editing to deliver helpful, high-quality information.See our About page for more information.

This article is based on research published under:

DOI-LINK: 10.1377/hlthaff.2018.05117, Alternate LINK

Title: Who Isn’T Using Patient Portals And Why? Evidence And Implications From A National Sample Of Us Adults

Subject: Health Policy

Journal: Health Affairs

Publisher: Health Affairs (Project Hope)

Authors: Denise L. Anthony, Celeste Campos-Castillo, Paulina S. Lim

Published: 2018-12-01

Everything You Need To Know

What are patient portals?

Patient portals are online platforms that provide patients with secure access to their medical records, test results, and direct communication channels with their healthcare providers. They aim to improve patient engagement, adherence to treatment plans, and reduce unnecessary healthcare utilization. This technology is changing healthcare, and offering a new way for patients to engage and manage their health.

Who isn't using patient portals?

Many people are not using patient portals. The study indicates that 63% of insured adults had not used a patient portal in the past year. Several characteristics are associated with non-use. Men, individuals on Medicaid, those with less education, people lacking a regular healthcare provider, and non-white individuals are less likely to use patient portals. These disparities create a digital divide in healthcare.

What are some of the disparities in patient portal usage?

The study's findings highlight the disparities in patient portal usage. Men are less likely to use patient portals compared to women. Individuals insured by Medicaid are less likely to utilize these portals compared to those with private insurance. A lower level of education also correlates with reduced patient portal use. The lack of a regular healthcare provider is another significant barrier. Additionally, non-white individuals are less likely to be offered access to a portal. This information helps to define who is not using the portals and why.

What is the digital divide in healthcare?

The digital divide in healthcare refers to the gap between those who have access to and effectively use digital health technologies, such as patient portals, and those who do not. This divide can exacerbate existing health inequities as those who do not use patient portals might miss out on the benefits these tools offer, such as better access to medical information and improved communication with healthcare providers. This can lead to poorer health outcomes for those who are left behind.

What can be done to improve patient portal adoption?

To increase the adoption of patient portals, a multi-faceted approach is needed. This includes targeted interventions to address the specific barriers faced by different groups. Healthcare providers, policymakers, and technology developers must collaborate to promote equitable access. This could involve providing more education, improving the technological design of portals to better suit the needs of all users, and finding alternative ways for patients to communicate with their providers.