Opportunities to enhance patient and physician e-mail contact

• Published in: International journal of medical informatics (Shannon, Ireland) Ireland), 2003-04, Vol.70 (1), p.1-9
• Main Authors: Hobbs, John, Wald, Jonathan, Jagannath, Yamini S., Kittler, Anne, Pizziferri, Lisa, Volk, Lynn A., Middleton, Blackford, Bates, David W.
• Format: Article
• Language: English
• Subjects: Adolescent; Adult; Aged; Aged, 80 and over; Biological and medical sciences; Communication; E-mail; Electronic Mail; Female; Health Services Research; Humans; Male; Medical sciences; Middle Aged; Patient care; Physician; Physician-Patient Relations; United Kingdom
• ISSN: 1386-5056; 1872-8243
• DOI: 10.1016/S1386-5056(03)00007-8

The purpose of our study was to evaluate how e-mail is currently used between physicians and patients in an integrated delivery system, and to identify developments that might promote increased use of this form of communication. A paper-based survey questionnaire was administered to 94 primary care physicians. We evaluated the role e-mail currently plays in a physician's typical work day, physician views on the impact of e-mail on phone use and the barriers to increasing the use of e-mail with patients. 76% of physicians surveyed responded. All respondents currently use e-mail. Close to 75% of physicians use e-mail with their patients, but the vast majority do so with only 1–5% of those patients. 50% of physicians believe that up to 25% of their patients would send e-mail to them if given the option, with an additional 37% believing that between 25% and 50% of patients would value this option. The main reported barriers to physician-patient e-mail related to workload, security and payment. Our survey findings indicate that with adequate pre-screening, triage, and reimbursement mechanisms physicians would be open to substantially increasing e-mail communication with patients.