Health Systems Overlooking Patients' Digital Access, Study Finds

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A new study from the University of California San Francisco found that fewer than half of health systems ask patients whether they have the access and skills to navigate online portals and apps for scheduling appointments, refilling prescriptions, reviewing test results, and attending virtual visits. The study surveyed nearly 150 clinicians and informatics leaders, revealing that barriers like limited time, resources, and lack of strategies to address identified challenges prevent many organizations from screening patients for digital readiness.

Why it matters

As healthcare continues to shift towards digital tools, it's crucial that health systems ensure all patients have the ability to access and use these platforms. Overlooking digital access can create barriers to care, especially for vulnerable populations like the uninsured who may lack the resources and skills required.

The details

The UCSF study, published in JMIR Formative Research, found that only 44% of respondents said their organizations ask patients about their ability to access and use eHealth tools. That figure dropped to 33% among health systems serving uninsured patients. About 40% of respondents cited limited time, resources, and lack of strategies to address identified challenges as key barriers to screening patients for digital readiness. Even among organizations that do conduct screenings, nearly half reported lacking resources to help patients gain access or learn to use online tools.

• The study was conducted in the first half of 2024.
• The findings were published on February 25, 2026.

What’s next

The authors recommend that healthcare organizations train staff to screen patients for digital readiness using standardized tools, and that policymakers create stronger incentives for health systems to conduct such assessments and incorporate digital readiness screening into routine evaluations for social needs.