Medicare beneficiaries use of online healthcare services in an integrated healthcare organization

Background: The Internet provides unprecedented access to health information, clinical services and e-connectivity with health care providers; however, prevailing evidence suggests that the adoption of these services is not uniform across all demographic groups. Although seniors are enthusiastic consumers of health information, previous research indicates that they have been slow to adopt online health. Recent evidence points to a digital divide, impeding those most in need of care from accessing services. By contrast, data from a large integrated health plan demonstrate that seniors are embracing the full-range of online health offerings and are among the most active users of the plan's website. Objective: To describe Medicare beneficiaries use of the personal health record (PHR) and healthy living features on the plan's website. Methods: Website usage data and an online survey of the plan's Medicare beneficiaries provided the foundation for these analyses. Results: More than 50% of the plan's Medicare beneficiaries were registered to use the website; registration was coupled with frequent use of the site. The PHR features most frequently accessed were: appointment scheduling, e-mails to physicians, online lab test results and online prescription refill. Patients who have the greatest need for services were the most frequent users of PHR features; those who were the most health engaged were the highest users of non-PHR features. Discussion: This research demonstrates that seniors will adopt and use online health services. Implications for improved health outcomes as a result of greater website utilization are discussed.