Exploring Patient Portal Messaging in MS Care: Value, Utilization, and Burnout Implications
As patient portals become increasingly central to chronic disease management, new research presented at CMSC 2025 offers insights into how people living with multiple sclerosis (MS) use these tools—and how their adoption may intersect with clinician workload and burnout.
The study, informed by cross-stakeholder collaboration, aimed to assess the perceived value and frequency of patient portal messaging in MS care. Researchers deployed an 18-question survey to individuals with MS through the Multiple Sclerosis Association of America’s network. While clinician and nurse practitioner data are forthcoming, patient responses already offer meaningful perspectives on communication preferences and behaviors.
Among the 300+ survey respondents—whose racial and ethnic demographics aligned with the broader US MS population—patient portal messaging emerged as the most preferred communication method (43.4%), surpassing phone calls (31.2%) and emails (8.6%). The portal was most commonly used for tasks such as medication refills (66.9%), requesting medical advice (52.9%), scheduling appointments (42.2%), and addressing urgent concerns (38.6%). A majority (57.9%) reported using messaging only when "critically necessary," reflecting a sense of personal responsibility in managing communication volume.
Patient comments reinforced the utility of asynchronous messaging, particularly for those with infrequent in-person visits or who travel long distances for specialty care. However, given the high-priority nature of many message types—such as urgent concerns or time-sensitive medication questions—the researchers suggest that further education on appropriate portal use could enhance care coordination and potentially reduce one contributor to clinician burnout.
These findings underscore the dual-edged nature of digital communication in complex chronic care: while portal messaging can improve patient access and engagement, its growing role also demands thoughtful workflow integration to support sustainability for providers.
Reference
Kline A. Assessing the role of patient portal messaging in MS care: patient preferences, usage, and potential implications for clinician burnout. Presented at: CMSC 2025; May 28-31; Phoenix, AZ.
