A HELPFUL TOOL OR ANOTHER BARRIER? - 3 - Exploring Older Adults’ Perspectives on Patient Portals

Sep 29, 2026

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While patient portal use among older adults rose during the COVID-19 pandemic, their perceptions and lived experiences with these tools remained insufficiently studied. Using the Unified Theory of Acceptance and Use of Technology (UTAUT), this qualitative work examined how perceived usefulness, effort expectancy, and social influence shape adoption in a post-pandemic setting. In spring 2025, semi-structured Zoom interviews with 19 community-dwelling adults aged 65+ identified three themes extending UTAUT. Findings indicate adoption depends on emotional trust and limited social diffusion, not only functional barriers, and support strategies improving relevance, relational design, and usability education.

LanguageEnglish

CategoryHealthcare

FormatPDF

Pages1

Reading Time3 min

AccessFree to download

Abstract

Study background and framework

Methods and participant profile

Thematic findings and UTAUT alignment

Implications for adoption strategies

Innovation in Aging, 2025, Vol. 9, No. S2 1155 SESSION 8010 (POSTER) LATE BREAKING POSTER SESSION III Abstract citation ID: igaf122.3871 A HELPFUL TOOL OR ANOTHER BARRIER? EXPLORING OLDER ADULTS’ PERSPECTIVES ON PATIENT PORTALS Chung Hyeon Jeong1, BoRin Kim2, and Amy Tietjen3, 1. University of New Hampshire-eHealth readiness, Durham, New Hampshire, United States, 2. University of New Hampshire, University of New Hampshire, New Hampshire, United States, 3. University of New Hampshire, Durham, Massachusetts, United States While patient portal use among older adults increased during the COVID-19 pandemic, their perceptions and experiences with these tools remain underexplored. The Unified Theory of Acceptance and Use of Technology (UTAUT) highlights perceived usefulness, effort expectancy, and social influence as predictors of technology adoption. This qualitative study examined how these constructs are reflected in older adults’ perceptions of patient portals in the post-pandemic context. In spring 2025, we conducted semi-structured Zoom interviews with 19 community-dwelling adults aged 65 and older who had visited a healthcare provider in the past six months. Eligible participants lived independently, had internet access, and no cognitive impairment. Thematic analysis generated three themes that both reflect and extend the UTAUT framework: (1)“Not for Us, But for Them”—participants reported low perceived usefulness, viewing portals as serving providers’ efficiency more than patient needs; (2)“Technology with Warmth”—older adults valued human connection in care and emphasized the importance of tailoring portals to their needs and readiness; and (3)“We Don’t Talk About It”—participants described limited social influence, noting that portals were rarely discussed among peers, challenging assumptions that peer endorsement strongly predicts adoption. These findings suggest that older adults’ portal use is shaped not only by functional barriers but also by emotional trust and limited social diffusion. To foster meaningful adoption, strategies should enhance perceived usefulness, incorporate relational and culturally sensitive design, and provide education that improves both relevance and usability.

FAQs

What problem does the study address about patient portals for older adults?

It investigates how older adults perceive and experience patient portals, an area that had been underexplored despite increased use during the COVID-19 pandemic.

How does UTAUT guide the study’s analysis?

The study examines whether UTAUT constructs—perceived usefulness, effort expectancy, and social influence—are reflected in older adults’ post-pandemic perceptions.

What themes emerged from the interviews?

The analysis produced three themes: portals are viewed as not primarily for patients, older adults value care that includes warmth and tailored design, and portals are rarely discussed socially among peers.

Sep 29, 2026

Upload by ahduag