Quantitative Study of a Regional Patient Portal Usage in the Pandemic Period

In 2013 using a Public Procurement of Innovation procedure the Region of Galicia developed a patient portal called "E-Saúde", that went live in 2015. COVID situation in 2019 produced a high demand of e-health services, scaling by 10x the number of users in 2021.

In this study a quantitative description of patient portal usage from 2018 to 2022 is made to show the behaviour of usage trends of a patient portal before, during and after COVID pandemic.

Two main data sets were obtained from patient portal logs to obtain: 1) Enrolment of new users and number of sessions opened in the portal. 2) Detailed usage of relevant functionalities. Descriptive statistical methods were applied to show the usage of the portal in a biannual time series description.

Prior to the pandemic, the portal was gradually being introduced to citizens. During pandemics, more than 1 million users were registered and a peak of 15x usage could be observed. After COVID, the level of usage of portal services decreased, but kept a sustained trend five times higher than in Pre-COVID situation.

There is limited information available on metrics, functionalities and acceptability for general purpose patient portals, but the analysis performed on usage levels shows that after a high peak reached during COVID period, explained by the need of direct access to clinical information, the level of usage of the patient portal remains five times higher than in pre-pandemic situation for all functionalities of the patient portal.