While patients are becoming increasingly comfortable with engagement technology, it is important that practices be inclusive of different generational levels of ability when deploying their suite of tools.
Anyone who’s guided an elderly relative through setting up a social media account or who has asked their eight-year-old to troubleshoot a computer glitch understands that there can be a vast difference in technical know-how among generations.
Digital natives, generally defined as those born after 1980, tend to be more at ease with technology while some older people struggle to keep up with the tech tsunami.
That poses a challenge for medical practices that treat all generations: how to embrace patient engagement technology for the benefit of providers and patients without alienating or frustrating those who aren’t adept at it or who are reluctant to try new things.
Luckily, practices do not have to take an all-or-nothing approach to this. With some foresight and planning they can create for patients a digital interaction that will meet them where they are and improve their experiences while still realizing the benefits the technology delivers. Here are some best practices for deploying patient engagement tools:
Design for easy use
Tools, digital or analog, are judged by how effective and easy to use they are. The cardinal principle of digital design is keeping the user in mind. A three-headed hammer might be impressive to look at and fun to design, but that doesn’t make it a good tool.
Patient engagement tools should be intuitive, even for those uncomfortable with tech. Because they are meant to be used by all generations, portals are not the place to experiment with unfamiliar designs or difficult-to-use interfaces. The tools themselves can be innovative but engaging with them should not require problem solving. And aesthetics, while important, should take a back seat to practicality.
This can mean avoiding multiple sign-ins, being able to complete certain tasks without signing in, allowing caregivers to complete forms, optimization for mobile devices etc. This can require practices to assess their current tools – which might be a collection of programs from different vendors – and simplify their approach.
Make patient engagement tech welcoming, not mandatory
Tech enthusiasts tend to forget that not everyone is as excited about it as they are. They are eager to jump into new processes and procedures, confident that they will have a better experience and that any obstacles will be easily overcome. And practices have every reason to be excited about their patient engagement technology because it is so beneficial.
However, they should remember not everyone shares their enthusiasm. Some patients have little tech acumen or patience for learning something new. Some are intimidated by tech or don’t understand the need for it.
Practices should continue to offer these patients the engagement tools they are most comfortable with, even if that means filling out paper forms in the waiting room and appointment reminders delivered via phone call. This will retain these patients and help ensure that they receive the care they need.
At the same time, these patients can be encouraged to try the new engagement tools. Portals should provide instruction in their use and staff should be able to guide patients through the process. With this approach even tech-wary patients can come to realize the advantages of the new tools and embrace them.
Let patients pick and choose
Patient engagement technology should not be an all-or-nothing proposition. While some users will take advantage of every feature, others will select a few.
For example, a patient might be happy to schedule an appointment online but draw the line at filling out forms digitally or viewing test results on their phone. Portals should allow users to select the features they want without insisting that they engage with every option. Over time, users, if they have a good experience, are likely to adopt more and more of the tools.
Staff can check to see which tools patients use and ask them if they need help with others.
While patients are becoming increasingly comfortable with engagement technology, it is important that practices be inclusive of different generational levels of ability when deploying their suite of tools. By considering different generations’ wishes and abilities regarding technology, practices can lower the risk of alienating patients while still reaping the benefits of digital tools.
This article was originally published on MedCity News on June 12, 2025. You can view the article here.
