{"id":1324,"slug":"patient-portal-usage-32pct-academic","title":"Patient portal usage (academic, adjacent benchmark): cross-sectional study 32.1% used (range 26-51%); ER real-time 17.4% of 1.28M; US national 2022: 77% offered, 68% accessed","kind":"reference","scope":"business","status":"current","audiences":["kevin","smb-owner","candid-team"],"topics":["client-portals","self-service-adoption"],"reference_body":"**Claim:** Patient-portal usage (peer-reviewed, adjacent benchmark): one cross-sectional study found **32.1% (141/439) used the portal**, with the literature ranging **26-51%**; ER real-time use **17.4% of 1.28M patients** (JAMA Network Open, 2022); US national 2022: **77% offered, 68% accessed** (healthIT.gov).\n\n**Source:** https://pmc.ncbi.nlm.nih.gov/articles/PMC6231740 ; https://www.ncbi.nlm.nih.gov/pmc/articles/PMC11069088 ; https://www.healthit.gov/data/data-briefs\n\n**Confidence:** Verified (peer-reviewed).\n\n**Why this matters for Candid:** Healthcare is the most-mature portal vertical and has hard incentive structures (insurance, regulators) pushing adoption — and adoption *still* tops out at ~30-50% by most measures. SMB portals without those incentives will underperform that.","rationale_body":null,"metadata":null,"links":{"outgoing":[{"slug":"gartner-2024-14pct-self-service-resolution","title":"Gartner (Aug 19, 2024; survey of 5,728 customers Dec 2023) — only 14% of customer service / support issues are fully resolved in self-service; even for \"very simple\" issues only 36% resolve fully","kind":"reference","scope":"business","link_type":"relates-to"}],"incoming":[{"slug":"research-brief-client-portals-smb-june-2026","title":"Research brief: client portals for SMBs — the honest case (June 2026)","kind":"reference","scope":"business","link_type":"relates-to"},{"slug":"rule-run-90-day-portal-adoption-test","title":"R2 — Run a 90-day adoption test with a cheap bought portal before committing; if <40-50% of clients log in, the portal is solving a problem the client base doesn't have","kind":"rule","scope":"business","link_type":"depends-on"}]},"created_at":"2026-06-20T17:57:32.163Z","updated_at":"2026-06-20T17:57:32.163Z"}