@Article{info:doi/10.2196/jmir.8.4.e26,
author="Adler, Kenneth G",
title="Web Portals in Primary Care: An Evaluation of Patient Readiness and Willingness to Pay for Online Services",
journal="J Med Internet Res",
year="2006",
month="Oct",
day="26",
volume="8",
number="4",
pages="e26",
keywords="Internet; communication; primary health care; electronic mail; patient access to records; Web-based services; payment schemes",
abstract="Background:  Online Web communication between physician and patient has been proposed by leading primary care organizations as a way to enhance physician-patient communication, but lack of payment for this service has acted as a significant barrier to implementation. Objective:  This study evaluates current patient readiness and willingness to pay for online services in a fairly typical urban family medicine practice. Methods:  All patients that visited the author for medical care during a one-month period in the spring of 2006 were anonymously surveyed with a one-page survey instrument that inquired about demographics, willingness to pay a small annual fee for online services, the greatest fee they were willing to pay, and their most desired service. Results:  A total of 346 patients out of 2380 active patients in the study practice (14.5{\%}) were surveyed. The valid survey response rate was 95.1{\%} (329/346.) Three quarters, or 75.4{\%}, of patients had Internet access. The group with the highest access were 18- to 29-year-olds (97{\%}), and the group with the least access were those 70 years and up (56{\%}) (P < .001). Categorized by employment, students and employed patients had the best access at 92{\%} and 87{\%}, respectively, and retirees and disabled patients had the worst access at 66{\%} and 42{\%}, respectively (P < .001). Of all patients with Internet access, 74.6{\%} (n = 185) were willing to pay a small annual fee for one or more of the following online services: viewing of parts of their medical record, messaging with their physician, medication refills, appointment requests, and billing inquiries. Willingness to pay did not vary significantly by age (P = .06). Of all respondents, regardless of Internet access, 47.1{\%} (n = 155) were willing to pay US {\$}10 or more per year, with the median amount being US {\$}20. Of those with Internet access (n = 248), 60.1{\%} (n = 149) were willing to pay US {\$}10 or more per year, and 31{\%} were willing to pay US {\$}50 or more per year. The three most important services to patients with Internet access (n = 248), in order of importance, were emailing with their physician (34{\%}), Internet viewing of their medical record (22{\%}), and medication refills (11{\%}) (P < .001). Conclusions:  This study suggests that patients of all ages are currently ready and willing to pay a small annual fee for online services with their primary care physician's office. If 47.1{\%} of a practice of 2500 patients each paid US {\$}10 per year for online services, the annual revenue generated would be US {\$}11775. Not only does this study support the economic feasibility of patient Web portals, but it suggests that online services could form a new line of revenue for primary care physicians. ",
issn="1438-8871",
doi="10.2196/jmir.8.4.e26",
url="http://www.jmir.org/2006/4/e26/",
url="https://doi.org/10.2196/jmir.8.4.e26"
}