Today’s health care requires more than understanding medical and insurance terms, it also demands confidence with technology. Online portals, telehealth, mobile apps, and digital insurance tools now shape how people access care, yet many are not comfortable in this digital environment. These technological barriers affect people of all ages and can impact people you care about.
What is eHealth Literacy?
The Centers for Disease Control and Prevention (CDC) define eHealth literacy as the ability to find, understand, evaluate, and use digital health information to solve health problems. In practice, this means confidently using patient portals, scheduling appointments online, navigating virtual visits, evaluating online health information, managing digital insurance tools, and following instructions delivered through apps, text, or email. Strong eHealth literacy helps people use their benefits effectively, while low eHealth literacy can lead to confusion, delays, and missed care.
Common Technology Challenges in Health Care
Many people struggle with health care technology, often at the exact moment they need answers, reassurance, or quick access to care. Common obstacles include:
- Difficulty accessing or navigating patient portals – For many people, simply logging in and finding information is a hurdle. Multiple passwords, security steps, and confusing menus can feel overwhelming and lead to missed messages, delayed scheduling, or confusion about test results.
- Limited confidence with telehealth tools – Many people feel unsure about telehealth. Downloading platforms, turning on microphones and cameras, and adjusting device settings can be confusing, and technical issues make it harder to communicate with a provider. While telehealth can expand access to care, these hurdles often create anxiety and hesitation.
- Challenge with mobile health apps – Mobile health apps often require multiple steps, constant updates, and permission requests that can overwhelm users who prefer simple tools. Glitches, poor design, or hard‑to‑reset passwords discourage use even more, especially for people with vision or mobility challenges or older devices. When apps do not work well, reminders are missed, refills are delayed, and messages from the care team may go unread.
- Digital access barriers – Even when digital health tools are offered, many people cannot use them due to slow internet, limited data plans, or outdated devices. These connectivity gaps disrupt online visits, downloads, and secure messages and they most often impact older adults, rural communities, and low‑income households.
- Privacy and security concerns – Health information is highly personal, so concerns about privacy, data storage, and security make many people hesitant to use digital platforms. Phishing emails and scam calls that imitate health organizations add to the confusion. Without clear confidence that their data is protected, individuals may avoid portals, apps, and telehealth even when these tools could significantly improve their care experience.
How to Overcome Technology Barriers in Health Care
Building eHealth literacy is possible with small, consistent steps. Individuals and loved ones can boost comfort and confidence with digital health tools by using tips like these:
- Start with the basics. Explore digital health tools during a calm moment, not in the middle of a health issue, to see where information lives and how it flows, making technology feel more intuitive and less intimidating.
- Ask for help. Many health systems, clinics, pharmacies, and public libraries offer technology help desks, tutorials, and staff who can walk through digital tasks. Many also provide printed guides or short videos on how to use portals and telehealth platforms.
- Practice telehealth before the appointment. Spend a few minutes before the visit checking the camera, microphone, lighting, and internet connection. Many platforms offer a “test visit” to practice joining a session before meeting with the provider.
- Use accessibility tools. Most smartphones, tablets, and computers include built‑in accessibility settings that make apps and portals easier to use for people with low vision, limited mobility, or learning differences.
- Request printed or verbal support. Even as health care becomes more digital, traditional communication options still exist including printed visit summaries, mailed bills, paper forms, or clear verbal instructions during the appointment.
Learn More
Understanding the basics of eHealth literacy helps employees make informed decisions, communicate clearly with providers, and get more value from digital health services. Greater digital comfort can mean better outcomes, less confusion, and a more positive care experience. Download the bulletin for more details.