Nearly half of Americans use a patient portal less than once a month — and many never log in at all, according to data released this week by LexisNexis Risk Solutions. Of those who have used one, only 38% have done so to pay a bill, which ranked last among the different reasons why the portal was accessed (viewing test results, scheduling an appointment, messaging provider, and refilling a prescription were the other reasons).
Why it matters: Hospitals, revenue‑cycle firms and collection partners increasingly steer patients toward self‑service portals to cut call volume and speed payments. Slow adoption, driven largely by security fears and simple unawareness, undercuts those efforts.
By the numbers:
- 49% of respondents access a portal less than monthly; 16% have never used one.
- Among non‑users ages 18‑34, 41% say they didn’t know they had a portal or don’t know how to reach it.
- Top reasons for staying offline:
- Prefer to talk to a human – 36%
- Lack of awareness/access – 27%
- Security concerns – 17%
- Confidence gap: 49% of non‑users doubt the security of portal data, versus 11% of active users.
- Authentication mismatch:
- 58% prefer usernames + passwords for login
- 52% believe that combo is the most effective safeguard — despite billions of leaked passwords each year.
Between the lines: Lower‑income households and older adults lean even more heavily on telephone or in‑person channels. Roughly one‑third of non‑users earning under $50k annually cite simple unawareness, while a majority of non‑users 55‑plus say they still want a human touch.
What they’re saying: “Our report indicates a disconnect between consumers’ perception of effective identity verification and the reality of how often usernames and passwords are compromised,” said Adam Mariano, president and general manager of healthcare at LexisNexis Risk Solutions. He called for “layered security protocols that enhance user trust and convenience without unnecessarily increasing friction.”
