The Hospital Futures Act is booming the business of patient portal providers. However, many healthcare institutions give little thought to the consequences of allowing end customers, i.e. patients in the case of hospitals, to interact directly with their possibly different existing systems. Weaknesses in processes, services and technical integrations become immediately apparent to these end customers. So anyone who increasingly opens up to the outside world as part of digital transfomation must keep this in mind to avoid frustration and escalation. Braunschweig Hospital is taking an exemplary approach here and combining the introduction of a patient portal with the introduction of a system for managing capacities and patient flows and having these systems implemented by a consulting firm experienced in process consulting.