Staff at LAC + USC Primary Care Adult West Clinic had a problem.

The clinic has an online platform, MyWellness patient portal, that allows patients to play an active role in their own health care. On the portal, patients can communicate with their doctors, make appointments, check lab results, order medication, and access their health information even when the clinic is closed. The online portal allows even those patients without cell phones or computers to communicate with their health team from a public library. The problem? Few of the clinic’s patients were using the service: as of January, 2018 only 4 percent were enrolled in and active on MyWellness patient portal.