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.

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