Better Patient Communication Tools. Should Your Practice Ditch the Portal?

Primary care clinics can improve patient communication and satisfaction by rethinking their reliance on outdated patient portals. This article explains why many portals fail to meet modern expectations, what alternatives are available, and how to improve access and engagement without compromising HIPAA compliance.

Portals Were Meant to Improve Communication—But Often Don’t

Patient portals were introduced to streamline communication, reduce phone calls, and improve access to medical information. But most patients either don’t use them or struggle to log in, especially when portals are tied to legacy EHR systems or require complex multi-step authentication.

According to a 2022 report by the ONC, only 40% of patients who were offered portal access actually logged in. Many cited difficulty navigating the system or not understanding what it was for.

The result? Missed messages, delayed care coordination, and frustrated patients.

Signs Your Portal Is Hurting More Than Helping

It may be time to reassess your current portal strategy if:

• Fewer than half of your patients are using it regularly

• Staff still field repetitive calls for results, forms, or prescriptions

• Login issues are one of your most common support complaints

• You’ve lost patients to competitors with better communication options

Technology should reduce admin time, not create more of it.

What Patients Actually Want

Today’s patients expect communication that is:

• Fast

• Mobile-friendly

• Intuitive

• HIPAA-secure

They don’t want to download an app, remember a password, or wait 48 hours for a nurse to respond. They want to confirm appointments, ask simple questions, and get test results without a maze of logins.

Modern Tools That Outperform Traditional Portals

You don’t need to abandon HIPAA compliance to improve communication. Consider these alternatives:

• Secure text messaging platforms Tools like Spruce Health or OhMD allow two-way messaging without requiring a portal login.

• Embedded chat widgets Sites like Well Health offer secure live chat integrated into your website or appointment flow.

• Pre-visit digital intake toolsForms and reminders sent by email or SMS—using services like Formstack—can reduce calls and portal traffic.

• Automated follow-ups and education Email sequences that explain test results, preventive care, or FAQs can improve engagement without needing a full login.

These tools can complement or replace parts of your existing portal—improving the experience without rebuilding everything from scratch.

Not All Communication Requires a Login

Patients don’t need a portal to:

• Confirm appointments

• Submit forms

• Ask non-urgent questions

• Receive post-visit summaries

If your current system requires multiple steps for simple tasks, patients will avoid using it—and your staff will handle the fallout.

Use secure, direct channels for basic tasks and reserve portals for accessing full records or reviewing complex care plans.

Keep HIPAA Compliance at the Center

Every new tool must meet HIPAA standards for privacy and security. That means:

• Data must be encrypted in transit and at rest

• Access controls must be in place

• Business Associate Agreements (BAAs) must be signed with vendors

• Communication should not include PHI unless it’s secure

Roxford Digital only recommends tools and systems that meet these standards—and we audit every client’s communication flow to ensure compliance.

Communication Is Part of Your Brand

How your clinic communicates isn’t just about logistics—it’s part of your brand experience. Confusing systems make your practice seem outdated or impersonal. Smooth, secure, user-friendly options show patients you care about access, clarity, and their time.

Improving communication can:

• Increase visit follow-through

• Reduce front desk workload

• Improve patient satisfaction

• Build long-term loyalty

Get a Professional Review of Your Communication Flow

If you’re unsure whether your current portal is helping or hurting, it may be time for an outside perspective. Roxford Digital offers a free website review that now includes an audit of your digital communication systems.

This review will show:

• Where your communication tools may be creating friction

• How competitors are making messaging easier for patients

• What options exist to modernize your systems without disrupting care

• Simple changes that can improve clarity, efficiency, and trust

If your communication tools feel like a burden—for you or your patients—we’re here to help. Our free website review provides clarity, recommendations, and insight into how your practice can improve engagement without adding complexity.