Internet information and medical consultations: Experiences from patients’ and physicians’ perspectives
Abstract
Objective Many patients use the Internet to obtain health-related information. It is assumed that health-related Internet information (HRII) will change the consultation practice of physicians. This article explores the strategies, benefits and difficulties from the patients' and physicians' perspective.Methods Semi-structured interviews were conducted independently with 32 patients and 20 physicians. Data collection, processing and analysis followed the core principles of Grounded Theory.Results Patients experienced difficulties in the interpretation of the personal relevance and the meaning of HRII. Therefore they relied on their physicians' interpretation and contextualisation of this information. Discussing patients' concerns and answering patients' questions were important elements of successful consultations with Internet-informed patients to achieve clarity, orientation and certainty. Discussing HRII with patients was appreciated by most of the physicians but misleading interpretations by patients and contrary views compared to physicians caused conflicts during consultations.Conclusion HRII is a valuable source of knowledge for an increasing number of patients. Patients use the consultation to increase their understanding of health and illness. Determinants such as a patient-centred consultation and timely resources are decisive for a successful, empowering consultation with Internet-informed patients.Practical implications If HRII is routinely integrated in the anamnestic interview as a new source of knowledge, the Internet can be used as a link between physicians' expertise and patient knowledge. The critical appraisal of HRII during the consultation is becoming a new field of work for physicians.
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Many HCPs perceive online health information to be useful and beneficial because it allows patients and the public access to a wealth of knowledge on health-related issues.
“Many HCP’s perceive online health information to be useful and beneficial in terms of the fact that it allows patients and the public access to a wealth of knowledge on health-related issues [28, 43, 47].”
Most patients viewed their research as a complementary information source to be used alongside treatment from their HCP.
“However, most patients viewed their research as a complementary information source to be used alongside treatment from their HCP [30, 36, 47, 49, 50].”
Difficulties included information overload and complex or contradictory information.
“Difficulties included information overload and complex or contradictory information [47].”
Patients appreciated HCPs evaluating their internet-derived health information carefully, as it helped them achieve clarity and certainty.
“Patients appreciated HCP’s evaluating their internet-derived health information carefully, as it helped them achieve clarity and certainty [47].”
Some physicians interpreted online health information seeking as suggesting a lack of trust in their medical expertise.
“Some physicians interpreted online health information seeking as suggesting a lack of trust in their medical expertise [28, 47].”
Several patients did not want to tread on the HCP's toes; they perceived they would be challenging the professional and did not want to question them or make them feel offended or intimidated by attempts to discuss online health information, thus interrupting the diagnostic process.
“Several patients did not want to tread on the HCP’s toes; such patients perceived they would be challenging the professional and did not want to question them or make them feel offended or intimidated by attempts to discuss online health information, thus interrupting the diagnostic process [27, 32, 47].”
Many HCPs reported that they could discuss information on a more medically grounded level with internet users than with non-internet users.
“Many HCP’s reported that they could discuss information on a more medically grounded level with internet users than with non-internet users [47].”
Physicians' new role can be described as acting as a partner to the patient, who is now more involved in both medical decision-making and consultation.
“Their new role can be described as acting as a partner to the patient, who is now more involved in both medical decision-making and consultation [47].”
Patients brought up internet health information where they felt their research contradicted the physician's interpretation.
“Patients also brought up internet health information where they felt their research contradicted the physician’s interpretation [47].”
A large proportion of people found health information obtained online to be a complementary information source, an adjunct rather than substitute for HCP advice and treatment.
“A large proportion of people found health information obtained online to be a complementary information source, that was an adjunct rather than substitute for HCP advice and treatment [30, 36, 47, 49, 50].”
HCPs felt that if they disagree with information that the patient highly values, this may adversely affect the patient-HCP relationship.
“HCP’s felt that if they disagree with information that the patient highly values, this may adversely affect the patient-HCP relationship [31, 47].”
Patients found HCPs to be the most valued source of health information but found the internet to be a useful complementary tool.
“Patients found HCP’s to be the most valued source of health information but found the internet to be a useful complementary tool [30, 36, 47, 49, 50].”
A patient's being informed can have a positive or a negative effect on communication and the physician-patient relationship.
“However, a patient’s being informed can have a positive or a negative effect on communication and the physician–patient relationship [4,20,21].”
Findings were similar among Swiss physicians, who appreciated Internet-informed patients participating actively in the consultation.
“Findings were similar among Swiss physicians, who appreciated Internet-informed patients participating actively in the consultation [21].”
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- Authors
- Sommerhalder, K., Abraham, A., Zufferey, M. C., Barth, J., & Abel, T.
- Affiliations
- University of Bern (CH)
- Università della Svizzera italiana (CH)
- Corresponding author
- Abel, Thomas
- Venue
- Patient Education and Counseling
- Publisher
- Elsevier BV
- Published
- 2009-11
- Volume
- 77
- Issue
- 2
- Pages
- 266-271
- ISSN
- 0738-3991 (ISSN-L)
- OpenAlex
- W2067794810
- Cited by
- 200
- References
- 34
- Citations by year
- 2026: 6 · 2025: 11 · 2024: 14 · 2023: 12 · 2022: 9 · 2021: 18 · 2020: 22 · 2019: 14 · 2018: 15 · 2017: 10 · 2016: 13 · 2015: 12 · 2014: 9 · 2013: 14 · 2012: 11
- FWCI
- 12.67
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Patient Education and Counseling (publishedVersion)
- PubMed (publishedVersion)
- ARBOR - Bern University of Applied Sciences Repository (submittedVersion)
- Bern Open Repository and Information System (University of Bern) (submittedVersion)
- Funders
- Schweizerischer Nationalfonds zur Förderung der Wissenschaftlichen Forschung
- Topics
- Health Sciences › Health Professions › General Health Professions › Health Literacy and Information Accessibility
- Health Sciences › Health Professions › General Health Professions › Patient-Provider Communication in Healthcare
- Health Sciences › Health Professions › General Health Professions › Health Sciences Research and Education
- Keywords
- physician-patient consultation, physician-patient communication, patient empowerment, medical history
- MeSH terms
- Adult, Aged, Female, Health Education, Humans, Interviews as Topic, Male, Middle Aged, Patients, Physician-Patient Relations, Physicians, Surveys and Questionnaires, Switzerland, Internet
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