Will older adults with many conditions use a patient portal?
In 24 older adults with MCC, Kaiser’s My Health Manager felt useful for email/pharmacy/labs, but log-in and UI hurdles limited intent to use some features.
Source
Using the Technology Acceptance Model to Explore User Experience, Intent to Use, and Use Behavior of a Patient Portal Among Older Adults With Multiple Chronic Conditions: Descriptive Qualitative Study
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Will older adults with many conditions use a patient portal?
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24 older patients with MCC participated; mean age 78.41 (SD 5.4).
Older patients (N=24; mean 78.41 (SD 5.4) years) with MCC participated in focus groups.
Two coders led TAM-based thematic analysis.
A total of 2 coders led the theoretically driven analysis based on the TAM to determine themes related to use behavior, portal usefulness and ease of use, and intent to use.
What they did
Ran stratified-random focus groups of older Kaiser Colorado patients with MCC, combining discussion and think-aloud tasks on My Health Manager, then coded transcripts with the Technology Acceptance Model (usefulness, ease of use, intent, use behavior).
What they found
Common uses were email, pharmacy, and lab results. The portal was often described as easy, simple, and quick, yet log-ins, color/font design, and specific features reduced intent to use. Participants said the portal improved communication, saved time/money, and supplied relevant health information—and they intended to use features that felt both useful and easy.
The limits
What it doesn't show
Single-system qualitative sample of 24 cannot estimate adoption rates or prove that UI fixes will raise use across health systems.
Key terms
- Patient portal
- Secure tethered personal health record linked to a provider EHR.
- TAM
- Technology Acceptance Model linking usefulness and ease of use to intent and use.
- MCC
- Multiple chronic conditions.
- UI/UX
- User interface design and overall user experience.
- Intent to use
- Willingness to keep using the portal or specific features.
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Quiz yourself
How many older adults with MCC joined focus groups?
Common questions
How many participants?
24 older adults with MCC (mean age 78.41).
Which portal?
Kaiser Permanente Colorado My Health Manager.
Most-used sections?
Email, pharmacy, and lab results.
What blocked intent?
Log-ins, color/font UI issues, and hard-to-use features.