Effects of a Web-Based Patient Portal on Patient Satisfaction and Missed Appointment Rates: Survey Study

Area of Science:

• Health Informatics
• Digital Health
• Patient Engagement

Background:

• Electronic medical record (EMR)-tethered patient portals are increasingly adopted globally but are still emerging in Canada's publicly funded healthcare system.
• This study addresses the need to understand patient experiences and impacts within the Canadian context.

Purpose of the Study:

• To evaluate user satisfaction with a patient portal.
• To assess the effect of a patient portal on medical appointment attendance rates among Canadian patients.

Main Methods:

• Two electronic surveys were administered to consented patients at 2 weeks and 6 months post-initial portal access.
• Database audits of visit attendance data were used to supplement and validate survey findings.
• A cohort of 4296 patients who accessed the portal between January 2016 and July 2018 was analyzed.

Main Results:

• 93% of surveyed patients found the portal easy to use, and 51% reported time savings in appointment scheduling.
• 48% of users reported avoiding unnecessary clinic visits, and 2.7% avoided emergency department visits.
• Patient portal users demonstrated a 53% relative reduction in missed appointments (4.5% no-show rate) compared to non-users (9.5% no-show rate).

Conclusions:

• Early adoption of EMR-tethered patient portals in Canada is associated with positive patient experiences and reduced healthcare system utilization.
• The patient portal significantly decreases missed appointment rates, indicating improved patient adherence.
• Further quantitative and qualitative research is needed to explore the broader implications of patient portal expansion in Canada.