There's a persistent myth in healthcare that older patients don't want digital tools. But the true issue isn’t usually about willingness; it's more about usability.
Many older adults text, email, and video chat regularly with family. What they don't do is wrestle with clunky portals, confusing instructions, or apps designed without their needs in mind. When patient access tools work well, older patients use them. And when they don't, it's usually because the tools weren't built to be accessible in the first place.
How do you get your patients on board with new digital tools?
Start with the right tools Patient access software should be easy to navigate, mobile-friendly, and not require multiple logins or downloads. The interface should use plain language, large buttons, and clear paths to complete tasks. Text-based access options often work better than apps—especially when reminders, links, and forms can be accessed directly from a simple message.
Support with human connection Digital doesn't mean hands-off. Consider training front-desk staff to walk patients through access tools during check-in or after a call. Some practices even designate a "tech concierge" role—someone who can help patients sign up for digital tools while they're in the office. A little personal support early on goes a long way toward building comfort and confidence.
Offer alternatives without shame Not everyone wants to go digital, and that's okay. The goal is to meet patients where they are, not force them into a system that doesn't feel right. If an older patient would rather confirm an appointment by phone, let them. But if they prefer texting or email and just need help getting started, give them that option.
Follow up with care After the first digital interaction—like submitting an intake form or getting an appointment reminder—follow up to see how it went. Did they find it easy? Did anything trip them up? That feedback is valuable, and it helps you refine the experience while showing patients that their input matters.
Make it part of the culture Encouraging older patients to use access software isn't a one-time campaign. It's an ongoing part of how your practice communicates. From signage in waiting rooms to scripting for phone calls, keep the language around digital tools approachable, helpful, and optional.
Digital doesn't have to mean impersonal. With the right tools and support, older patients often become some of the most consistent users. All it takes is thoughtful design and a little extra time to build the bridge.
