How Portals and EMRs Are Reshaping the Healthcare Experience
Summary
This month’s brief explores how digital tools like EMRs and insurance portals are reshaping the healthcare experience. Patients want real-time access, intuitive navigation, and seamless integration, but too often encounter friction, confusion, and disconnected systems.
Improving digital trust means designing for transparency, control, and continuity across every touchpoint in the care journey.
About MB360 Insight Briefs:
MB360 Insight Briefs are monthly, research-driven snapshots of the healthcare experience designed to highlight real member and patient pain points and what to do about them.
Each brief focuses on a specific challenge in the healthcare journey, from digital frustrations and call center overload to in-clinic confusion and missed communication moments. Using direct quotes, usability findings, and survey data, we distill three critical insights into a concise, highly visual format that’s easy to skim and act on.
What to expect:
One core topic per month (e.g., checkout experiences, digital engagement, wait time communication)
Three actionable insights each illustrated with real user feedback and followed by clear fixes
Concise, practical takeaways for healthcare leaders, designers, and operational teams
Empathetic tone and plain language backed by real-world research, not just theory
MB360 briefs are built for teams who want to move fast, from insight to impact.
How Portals and EMRs Are Reshaping the Healthcare Experience
Summary
Digital tools like EMRs and member portals are no longer optional, they’re central to the healthcare experience. When designed for transparency, control, and continuity, they empower users and build trust. When fragmented or confusing, they create friction that undermines care.
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Task
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Are you providing real-time access to test results, visit summaries, and benefit updates, even if support is needed to interpret them?
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Have you simplified navigation in EMRs and member portals with clear menus, minimal scrolling, and intuitive layouts?
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Can users customize dashboards, notification preferences, and support options to match their comfort level?
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Are your systems integrated to provide unified updates across medical and insurance platforms, especially around referrals and coverage?
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Do you guide users with clear next steps and embedded support when transitioning between platforms or care stages?
