Web Messaging: A New Tool for Patient-Physician Communication
- Eric M Liederman, MD, MPH,
- Catrina S Morefield, RD, MPH, MS
- Affiliation of the authors: Division of Clinical Information Systems, UC Davis Medical Center, Sacramento, California
- Correspondence and reprints: Eric M. Liederman, MD, MPH, Medical Director Clinical Information Systems, UC Davis Health System, 2315 Stockton Blvd., Sacramento, CA 95817; e-mail: <Eric.Liederman{at}ucdmc.ucdavis.edu>.
- Received 26 September 2002
- Accepted 16 December 2002
Abstract
Objective There is a high demand by patients to communicate electronically with their doctor. This study evaluates the use of a web messaging system by staff and patients of UC Davis community Primary Care Network (PCN) clinic.
Design Eight providers and their staff and patients were surveyed on use of this web messaging system, and physician productivity was measured with Relative Value Unit (RVU) and office visit data.
Results 36.9% (238/645) of registered users responded to the survey. The web messaging system was preferred over phone calls by both providers and patients for the communication of non-urgent problems. A great majority of patients found it easy to use (88.8% or 206/232) and were satisfied (85.8% or 199/232). Satisfaction was significantly associated with timely provider response (Goodman-Kruskal Gamma = 0.667, 95% CI = 0.546–0.789). Clinicians were also favorable to the system and, despite concerns, were not inundated with messages. Most found it easy to use, perceived it to improve patient communication, and valued the insurance reimbursement capability. Furthermore, the system did not have a negative impact on physician productivity.
Conclusion A patient-provider web messaging system, which provides a combination of security and access controls, customized routing, rich knowledge content, and insurance reimbursement capability, is a useful addition to the array of communication options available to health care providers and their patients.
Footnotes
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The authors thank Daniel Tancredi (djtancredi{at}ucdavis.edu), Senior Statistician at the Department of Internal Medicine/Center for Health Services Research in Primary Care, UC Davis, for his professional guidance with the statistical analyses for this report.
