The first time Debra Loggia visited her orthopedist, the practice wouldn't allow her to make an appointment until she had signed up for, and signed into, its patient portal. She dutifully did so, and filled out a detailed questionnaire so that her specialist would have all her information in advance. When she arrived at her appointment, the front desk staff handed her an iPad and said she had to fill out all the information again.

"I said, 'No, this is silly—I spent 20 minutes doing it at home!' " says Loggia, senior manager of digital transformation for Ernst & Young. She made them look up her record in the portal. When she vented to her new orthopedist about the incident, he laughed and shook his head, sharing her frustration. While the practice nominally has 100 percent participation in its patient portal, courtesy of its appointment policy, it hasn't led to greater patient engagement.

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