Most providers have invested in patient engagement technology—whether it’s a portal, digital intake, or mobile appointment reminders. But many are still waiting to see those tools deliver on their full promise.
Adoption remains one of the biggest gaps in patient engagement today. Too often, technology is implemented, but patients either don’t know if it exists, don’t understand how to use it, or try it once and never come back. That leaves providers with underutilized tools, missed opportunities for proactive care, and frustrated staff still managing tasks that should be automated.
The good news is that providers can improve adoption through better awareness, easier access, and stronger support for patients as they learn to use the tools already available to them.
Awareness comes first
Many patients simply don’t know patient engagement exists. Maybe the provider mentioned the portal once at check-in but never followed up. Maybe the login button is buried three clicks deep on the website. Or maybe a portal invitation went to the patient’s inbox—but looked like spam.
If engagement tools aren’t clear and consistently promoted, they get ignored. Providers can increase visibility by:
• Displaying signage in waiting rooms and check-in areas
• Placing prominent banners, buttons, or links on high-traffic pages of their website—especially the homepage and appointment scheduling page
• Including clear, personalized calls-to-action in emails, text messages, and after-visit summaries
• Optimizing their Google Business listing to include appointment links or intake forms
Patients won’t use tools they don’t know exist—or can’t find. The first step is putting those tools where patients are already looking.
Make the tools accessible
Once patients are aware of the technology available to them, design becomes the deciding factor in whether they’ll use it. If the experience feels clunky, isn’t mobile-friendly, lacks personalization, or feels disconnected from the in-office experience, patients are likely to abandon it.
Here’s how to make patient engagement tools more accessible:
• Use plain language in emails and messages, avoiding overly technical terms
• Personalize outreach so messages feel like they’re coming from a trusted provider—not an automated system
• Ensure mobile-friendliness and responsive design so tools work across devices
• Offer multilingual resources and support for patients with limited digital literacy
• Make user guides, how-to videos, and support contact information easy to find
Accessibility builds trust and increases the likelihood that patients will return and continue using the tools.
Empower patients to use the tools
Once patients are aware of the tools, they need support to start using them. Even simple tasks—like registering for a portal or filling out a digital form—can feel intimidating if patients don’t know what to expect.
Help patients build confidence by:
• Including enrollment or tool usage as part of existing workflows (e.g., confirm portal access during intake)
• Providing printed materials or short demo videos during or after appointments
• Encouraging staff to walk patients through the platform during downtime or checkout
• Offering one-on-one support for patients who need extra help, particularly older adults or those with complex health needs
• Reinforcing that these tools are optional aids—not mandatory hurdles—in their care journey
Behavior change takes time. Consistent education, repetition, and reinforcement go a long way in building new habits.
Staff buy-in drives results
Patients take cues from the people they trust—especially their care team. If staff view digital tools as burdensome, irrelevant, or optional, that message will trickle down to patients.
It’s important to:
• Train staff on how the tools work and why they matter
• Equip them with talking points and printed resources to support adoption
• Address staff hesitations or frustrations directly, especially if they’ve had poor experiences with tech rollouts in the past
• Celebrate patient milestones (like first-time portal use) as small wins
When staff actively promote digital tools, adoption rates improve—and so does overall patient satisfaction.
Keep measuring and improving
Adoption is not a set-it-and-forget-it initiative. It requires ongoing attention and iteration. Providers should regularly track usage metrics—such as login rates, form completion, or response times—and set benchmarks for improvement.
If adoption lags or drops off, follow up. Send a survey. Ask staff what they’re hearing. Look for bottlenecks in the user experience. Then adjust accordingly.
Continuous improvement leads to stronger digital habits—for both patients and staff.
The bottom line
Patient engagement technology can only drive outcomes if patients actually use it. Low adoption undermines the very purpose of these investments—leaving gaps in communication, increasing administrative burden, and weakening both clinical and financial performance.
The good news? These barriers are solvable. With intuitive design, personalized outreach, and consistent education, providers can turn underused tools into valuable drivers of patient satisfaction, better outcomes, and operational success. As AI continues to evolve, organizations that get engagement right today will be in a stronger position to deliver personalized, proactive care in the future.
About the author: Kasandra has been a key leader within InteliChart’s Professional Services and Consulting teams since 2010. Today, she leads the implementation team responsible for helping more than 20,000 providers successfully deploy and adopt InteliChart’s award-winning patient engagement platform. With over 20 years of experience, Kasandra works closely with clients to ensure smooth implementation and go-lives, drive adoption among both providers and patients, and maximize the value of their technology investment. Her background spans complex EHR and practice management implementations across both acute and ambulatory care settings.
This article was originally published on DOTmed on June 30, 2025. You can view the article here.
