Most patients want a cancer diagnosis delivered directly by their doctor instead of through an online portal message, according to recent research.
A survey of over 2,400 cancer patients at the University of Texas Southwestern Medical Center showed that 75% preferred receiving the news by phone, in person, or via telemedicine. Just 23% were comfortable with a portal message for such sensitive information.
Dr. Sheena Bhalla, a medical oncologist at the Harold C. Simmons Full Cancer Center, noted that the results reveal a conflict between convenience and emotional support. “Hearing about a cancer diagnosis without the chance to ask questions or discuss next steps can increase the stress and fear patients already feel,” she explained.
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The research, published in JAMA Network Open, follows federal rules under the 21st Century Cures Act that require healthcare providers to give patients immediate access to test results. While this has improved transparency, it has also led to more people discovering serious diagnoses through portal notifications before their doctor can explain them.
Around 7% of those surveyed learned of their diagnosis this way. Over half received the news alone, without a doctor or family member present.
Bhalla described this as an unintended consequence of real-time access. “Patients often face one of their most vulnerable moments without support from their physician or loved ones,” she said.
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Digital communication in healthcare has grown quickly. Another study in JAMA found that patient messages to doctors more than doubled in recent years, with at least 12% now using secure portals to contact providers. However, not all medical updates suit a digital format.
Some states have begun addressing the issue. California, Kentucky, and Texas passed laws allowing delayed portal release of reports for cancer or other serious conditions. Healthcare systems are also working on ways to make portal messages clearer, such as adding simple summaries of complex radiology and pathology findings.
The researchers urged more collaboration between oncologists, health services experts, and digital health specialists to improve how patients receive critical medical information. “We want to raise awareness and encourage better approaches to patient-centered communication,” Bhalla stated.
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Patients can prevent unexpected portal diagnoses by adjusting their notification settings. Some systems let users delay or filter certain results until a doctor reviews them.
The American Medical Association offers tips on managing portal messages for those who want more control over their medical updates.
Human interaction remains essential for life-altering news. As digital health tools expand, balancing efficiency with compassion will be key.