A Qualitative Study Review of the Effectiveness of Patient Portal Access for Spanish-Speaking Patients

Abstract

Patient portals are increasingly used in health care to engage patients, improve health outcomes, and streamline communication between patients and providers. However, linguistic and cultural barriers may impact the usability and effectiveness of these portals for non-English-speaking populations, particularly Spanish-speaking patients. This qualitative study examines the learned experiences of Spanish-speaking patients with patient portal access to understand the challenges they face and the benefits they perceive. Grounded in the accountability theoretical framework and Cultural Health Capital (CHC), this study explores how cultural knowledge, communication skills, and health behaviors influence their experiences with patient portals. CHC, a concept developed from the works of Michael Grossman and Pierre Bourdieu, highlights the cultural resources individuals bring to health care interactions, affecting health outcomes. Semistructured interviews with Spanish-speaking patients reveal increased engagement and satisfaction when portals are linguistically and culturally tailored. Nevertheless, barriers such as language difficulties, digital literacy issues, and a lack of culturally sensitive support persist. The findings suggest that while patient portals can enhance communication and health outcomes, these benefits are fully realized for Spanish-speaking patients without appropriate modifications. Recommendations include developing bilingual/multilingual portals, comprehensive training for patients and providers, and further research on diverse linguistic and cultural groups to understand their specific needs.