The CREATE TRUST Communication Framework for Patient Messaging Services.
Abstract
This Viewpoint proposes a messaging framework called CREATE TRUST to improve written communication with patients.
Integrity signals
Registry
Cites
Statistics
Claims the paper makes
Claims other papers make about this one
Each is checked against this paper’s own text: does it say what the citing paper says it does?
Allen et al. identified personalization, perceived empathy, and factuality as factors for evaluating patient-facing systems.
“To evaluate patient-facing systems, Allen et al. (2024) identified several factors, including personalization, perceived empathy (Ayers et al., 2023a), and factuality.”
From MedScore: Generalizable Factuality Evaluation of Open-ended Long-form Medical Answers by Domain-adapted Claim Decomposition and Verification (2026) · cites this paper as Allen et al. (2024)
Cited by
Sorted by citations
Access to healthy ınformatıon: the ınteractıon of medıa lıteracy and health lıteracy
Mutlu, H., Bozkurt, G., Öngel, G., & Gümüşboğa, Y. (2025) · BMC Public Health · doi:10.1186/s12889-025-24022-2 · Cited by 8 · see citing works
Huang, H., DeLucia, A., Tiyyala, V. M., & Dredze, M. (2026) · Findings of the Association for Computational Linguistics: ACL 2026 · doi:10.18653/v1/2026.findings-acl.693 · Cited by 2 · see citing works
“However, evaluating open-ended medical tasks requires a more sophisticated approach because there is no gold answer or gold reference document that can be used for metrics calculation.”
- Authors
- Allen, M. R., Schillinger, D., & Ayers, J. W.
- Affiliations
- University of California San Diego (US)
- San Francisco General Hospital (US)
- Venue
- JAMA Internal Medicine
- Publisher
- American Medical Association (AMA)
- Published
- 2024-09-01
- Volume
- 184
- Issue
- 9
- Pages
- 999
- ISSN
- 2168-6106 (ISSN-L)
- OpenAlex
- W4401076242
- Cited by
- 6
- References
- 0
- Citations by year
- 2026: 2 · 2025: 4
- FWCI
- 3.54
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- JAMA Internal Medicine (publishedVersion)
- PubMed (publishedVersion)
- Topics
- Health Sciences › Health Professions › General Health Professions › Patient-Provider Communication in Healthcare
- Health Sciences › Health Professions › Health Information Management › Electronic Health Records Systems
- Health Sciences › Health Professions › General Health Professions › Health Literacy and Information Accessibility
- Keywords
- patient messaging, patient-provider communication, communication framework, patient trust
- MeSH terms
- Communication, Humans, Physician-Patient Relations, Trust, Text Messaging
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
