Understanding the Role of Online Patient–Provider Communication in Patient-Centered Care: A Structural Equation Modeling-Based Multigroup Analysis Comparing Brazil and Portugal

The proliferation of digital health technologies has transformed healthcare delivery globally. Within this context, online patient–provider communication (OPPC) has emerged as a significant tool for facilitating patient–provider interactions. Using data from Brazil (N = 1,099, Mage = 37.83) and Portugal (N = 1,011, Mage = 40.79), this comparative study explored discrepancies in OPPC utilization and related outcomes by examining the relationship between OPPC and healthcare satisfaction. Additionally, this study tested a serial mediation model of perceived efficacy in patient–provider interaction and patient-centeredness that links OPPC to healthcare satisfaction. Results indicated that the direct effects of OPPC on healthcare satisfaction were not significant in both Brazil and Portugal, but the mediation effects were significant in Brazil. Moreover, patients in Brazil were more involved in OPPC, had more confidence in patient–provider interaction, and rated higher levels of healthcare satisfaction. As the community of Portuguese language countries consolidates efforts in eHealth to promote universal healthcare access and improve overall healthcare satisfaction, this study offers important theoretical and practical implications.