Transforming Patient Portals: How AI Can Enhance User Experience for Better Healthcare Access

Oracle is stepping up with AI tools to help patients manage their healthcare through the patient portal. This move is part of a larger trend in healthcare as providers aim to make digital experiences more user-friendly.

The patient portal, often described as the “digital front door” of health systems, has been under scrutiny. Many healthcare leaders feel it’s cumbersome and doesn’t meet patient needs. At the recent Oracle Health and Life Sciences Summit, the company showcased its AI tools, which are designed to change that perception. Seema Verma, Oracle Health’s EVP, stressed that it’s not enough to just provide answers anymore. AI can offer context, help with appointment scheduling, and even provide advice on nutrition.

Despite about 90% of healthcare systems offering these portals, only 15% to 30% of patients actually use them, according to recent studies. Many users find the design ineffective and lacking the services they need, such as scheduling appointments and accessing prescription refills. To address this, hospitals are looking to enhance their platforms. Experts believe that better engagement through these portals can improve patient care and satisfaction.

Dr. Ryan McFarland, a physician in Michigan, pointed out that many portals are outdated and not centered on the patient experience. He hopes new AI advancements will decrease the burden on his staff, who currently deal with numerous phone inquiries that could be managed online. “This has to be a solution that truly supports care rather than just functions as a billing tool,” he explained.

AI is transforming how healthcare providers engage with patients. Randy Thompson, Chief Health Analytics Officer at Billings Clinic, highlighted how interactive tools can make portals feel more like conversations, allowing for continued inquiries rather than one-off questions.

Even companies like Optum are leveraging AI to streamline communication in healthcare. CEO Patrick Conway mentioned that automating inquiries can ease tensions between providers and payers, cutting costs associated with delays. “The system needs to improve,” he said during the summit.

Despite the potential, many providers misunderstand how AI can enhance patient portals. Kristen Miles, VP of Healthcare Product Strategy at Oracle Health, noted that both providers and patients often see administrative tasks as burdensome. There’s an opportunity to use AI to minimize these annoyances and improve patient accessibility.

Understanding medical jargon is another challenge. Research shows that about 38% of adults struggle with basic health literacy. Oracle’s new tools aim to bridge this gap by translating complex medical language into everyday terms, helping patients prepare for appointments and engage more effectively with their care teams.

In summary, AI is set to revitalize the patient portal experience. It can transform how patients access care, make interactions smoother, and enhance understanding of medical information. The push towards a friendlier, more accessible healthcare system is gaining momentum, and it’s exciting to see where it will lead.