Patient Portal Usability & NPS Survey

Welcome to the Patient Portal Experience Survey. We are conducting this research to understand how patients interact with our online portal and identify areas for improvement. Your participation is completely voluntary, and you may stop at any time. There are no right or wrong answers — we are interested in your honest opinions. All responses are confidential and will be reported in aggregate only. No individual responses will be shared with your care team. This survey takes approximately 5–7 minutes to complete. By continuing, you consent to participate in this survey.

Have you used the patient portal at least once in the last 3 months?

• Yes
• No

Overall, how easy was it to find what you needed on the patient portal?

When you viewed your health records on the portal, how complete did they appear?

• Very complete
• Mostly complete
• Some information was missing
• Many details were missing
• Not sure
• Not applicable — I did not view records

How satisfied were you with the response time from your care team when using secure messaging?

Overall, how satisfied are you with your experience using the patient portal?

What is your age?

• 18–24
• 25–34
• 35–44
• 45–54
• 55–64
• 65–74
• 75+
• Prefer not to say

Thank you for completing this survey. Your feedback is valuable and will be used to improve the patient portal experience. If you have any questions about this research, please contact your healthcare provider's patient experience team.

Which device did you primarily use to access the patient portal?

• Smartphone app
• Smartphone web browser
• Tablet
• Laptop or desktop computer

Which of the following portal areas, if any, were difficult to find or navigate? Select all that apply.

• Test results and lab reports
• Appointment scheduling
• Medication list or refills
• Secure messages
• Billing and payments
• Visit summaries or after-visit notes
• None — everything was easy to find
• Other

How satisfied were you with how quickly your health records loaded on the portal?

What topics did you send secure messages about? Select all that apply.

• Medication question
• Test results clarification
• Appointment scheduling
• Billing question
• Care instructions or follow-up
• Referral or forms request
• Did not send any messages
• Other

On a scale of 0 to 10, how likely are you to recommend this patient portal to a friend or family member?

How do you describe your gender?

• Woman
• Man
• Non-binary
• Prefer not to say

How often did you use the patient portal in the last 3 months?

• Once
• 2–3 times
• About monthly
• About weekly or more

Were you able to download or print your health records from the portal?

• Did not try
• Yes, easily
• Yes, but it was difficult
• No, I was unable to

Please rank the following potential portal improvements from most to least important to you.

1. Faster loading and performance
2. Clearer labels and instructions
3. Easier login and password reset
4. More complete records and notes
5. Quicker message responses
6. Better mobile experience

Based on your responses in this survey, please share any additional thoughts or suggestions about your patient portal experience.

We'd like to learn a bit more about your portal experience. An AI moderator will ask you a couple of brief follow-up questions based on your earlier responses.