A Scoping Review of Studies on Secure Messaging through Patient Portals: Persistent Challenges and the Promise of Human-Centered AI
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Objectives
Secure messaging (SM) has seen increasing adoption over the past decade, prompting growing interest in understanding its impact on healthcare delivery. This review synthesizes existing SM research by examining key topics, such as usage patterns, perceived benefits, and persistent challenges, in order to identify research gaps and inform opportunities for AI and sociotechnical solutions to enhance SM effectiveness.
Materials and Methods
Searches were conducted in PubMed, Scopus, IEEE Xplore, ACM Digital Library, Cochrane CENTRAL, CINAHL, and Web of Science. Following the PRISMA guideline, we identified 271 relevant peer-reviewed studies published from January 2009 to April 2025.
Results
Existing research has primarily examined (1) the impact of SM use on clinical outcomes, (2) user experiences, and (3) adoption patterns. SM is widely recognized for promoting patient engagement, care coordination, and provider–patient communication. However, significant challenges persist, including privacy concerns, limited access for vulnerable populations, patient misuse, and increased clinician burden—many of which could be addressed through the application of AI.
Discussion and Conclusion
Educational initiatives and patient-centered design are essential for promoting appropriate and accessible use of SM. Emerging AI solutions show promise in enhancing SM use, particularly for message triaging and drafting. The integration of such AI solutions however must be guided by robust governance frameworks to ensure transparency, maintain trust, and align with evolving clinical, billing, and regulatory environments. Future research should include more diverse care settings and populations, prioritizing the development of equitable sociotechnical tools and interventions that can be seamlessly integrated into clinical workflows.
