E-HealthE-mail in patient–provider communication: A systematic review
Introduction
Communication is an essential component of patient care. A wealth of evidence has shown that effective communication between providers and patients may positively influence patients’ behaviors and well-being, including satisfaction with care, medication adherence, recall and comprehending of medical information, and functional and physiological status [1], [2], [3], [4], [5], [6]. Traditionally, face-to-face communication and telephone communication have been the primary means for the patients to interact with their health providers. However, with advances in technology, Internet applications for communications, particularly electronic mail (e-mail), are emerging as another viable avenue for patient communication. The popularity of e-mail in daily life is attributable to some of its unique characteristics, such as asynchronous communication and rapid message transfer. Despite the simplicity and efficiency of e-mail, the medical profession has been slow in embracing it as a means of improving patient communications [7], [8].
According to the American Medical Association, the provider needs to take on an explicit measure of responsibility for the patient's care in provider–patient e-mail. Providers who choose to utilize e-mail for patient and medical practice communications are required to follow the communication, medicolegal, and administrative guidelines [9]. These guidelines apply to electronic communication within an established partnership. Attention is particularly paid to informed consent, confidentiality, and record keeping of e-mail exchanges.
In recent years, with the increasing penetration of the Internet, many studies have been conducted to examine E-communication between providers and patients. This review aimed to improve understanding of the role of e-mail in patient–provider communication. In this report, we assess: (1) the content of e-mail communication between patients and providers; (2) patients’ use of and attitudes toward e-mail communication with providers; and (3) providers’ use of and attitudes toward e-mail communication with patients.
Section snippets
Methods
This review was carried out using systematic methods to produce a narrative summary. Relevant studies were identified using a systematic search of the computerized databases including PubMed/MEDLINE, ProQuest, and PsycINFO. The following terms were used, in various combinations, in the search: e-mail, electronic communication, doctor–patient communication, physician–patient communication, patient–doctor communication, patient–physician communication, primary care, health care, family medicine,
Results
A total of 24 studies were included in the review. Among these studies, 21 studies examined patient–provider e-mail communication, and three studies examined the e-mail communication between parents of patients in pediatric primary care and their pediatricians. Most of the studies used cross-sectional surveys that were conducted in different formats, including in-person/paper-based survey, Internet-based/e-mail survey, and mailed survey. Six studies analyzed the content of e-mail messages from
Discussion
With the further penetration of information technology in the past decade, there is a growing body of literature regarding electronic communication between providers and patients. This systematic review identified 24 studies that focused on certain aspects of e-mail communication in health care. Because of heterogeneity of study design, outcome measures and other methodological features, the results were presented descriptively, focusing on e-mail content and features, patients’ perspectives,
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