Why Do People Resist Patient Portal Systems?

Abstract

The implementation of patient portal systems (PPS) has potential benefits to both healthcare providers and their patients. However, evidence shows that PPS are being resisted by patients. Little research in IS has addressed this phenomenon. To understand PPS resistance, this study uses the dual factor model of IT usage to develop an integration of the user resistance model (URM) with the universal theory of acceptance and use of technology (UTAUT). Survey data were used to test the integrative model. A total of 265 responses were gathered from patients at a large international hospital. The data were analyzed using structural equation modeling (EQM). The results revealed resistance to change as an inhibitor to intentions to use the PPS. This study demonstrated the importance of integrating resistance to change with the technology use research, especially in healthcare settings. Moreover, this study is considered to be among the few studies in IS to incorporate patients' perspectives regarding new healthcare technology.