Electronic communication between physicians and patients was found to improve patient experience but add to physicians' workload in a study published in Health Affairs.
Researchers interviewed the leaders of 21 physician practices that use electronic communication extensively, as well as staff at six of those practices.
Results showed the practice leaders to be very motivated to embrace electronic communication. "There's no way you can have a person-centered delivery system without having e-mail communication with patients," said a leader at Seattle-based Group Health Cooperative in the study. In addition to improving patients' experience, respondents said email and other electronic communication is convenient and efficient for the patient, and can deliver safe, high-quality care.
The major disadvantage identified was the additional work created for providers. One physician was quoted in the study as saying: "Each e-mail takes little time, but the e-mails add up. In one day, I've been in touch with 60 of my patients — 10 in person and 50 through e-mail." Another physician agreed: "There's no end to it. This has allowed us to work all the time."
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