Randomized Controlled Trial

Background: Internet-based interactive websites for patient communication (patient portals) may improve communication between patients and their clinics and physicians. Objective: The aim of the study was to assess the impact of a patient portal on patients ’ satisfaction with access to their clinic and clinical care. Another aim was to analyze the content and volume of email messages and telephone calls from patients to their clinic. Methods: This was a randomized controlled trial with 606 patients from an academic internal medicine practice. The intervention “portal ” group used a patient portal to send secure messages directly to their physicians and to request appointments, prescription refills, and referrals. The control group received usual care. We assessed patient satisfaction at the end of the 6-month trial period and compared the content of telephone and portal communications. Results: Portal group patients reported improved communication with the clinic (portal: 77/174 [44%] “a little better ” or “a lot better; ” control: 18/146 [12%]; χ2 = 38.8, df = 1, P <.001) and higher satisfaction with overall care (portal: 103/174 [59%] “ver