By Kasandra Saunders

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

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