Enhancing Doctor-Patient Communication Using Email: A Pilot Study
Open accessAbstract
BACKGROUND: The doctor-patient relationship has been eroded by many factors. Would e-mail enhance communication and address some of the barriers inherent to our medical practices? METHODS: Of our study population, 4 physicians offered e-mail communication to participating patients and 4 did not. Both patients and physicians completed questionnaires regarding satisfaction, perceived quality, convenience, and promptness of the communication. RESULTS: Patient satisfaction significantly increased in the e-mail group compared with the control group in the areas of convenience (P < .0001) and the amount of time spent contacting their physician (P < .0001). Physician satisfaction in the e-mail group increased regarding convenience, amount of time spent on messages, and volume of messages. The response time was longer with e-mail. When asked if patients should be able to e-mail their physicians, most patients in the e-mail group and all but 2 of the physicians in the non-e-mail group responded "yes." CONCLUSION: E-mail communication was found to be a more convenient form of communication. Satisfaction by both patients and physicians improved in the e-mail group. The volume of messages and the time spent answering messages for the e-mail group physicians was not increased. E-mail has the potential to improve the doctor-patient relationship as a result of better communication.
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Email provides opportunities to improve the efficiency of clinical time use.
“and provides opportunities to improve the efficiency of clinical time use.58,59”
From Reducing Diagnostic Errors through Effective Communication: Harnessing the Power of Information Technology (2008) · cites this paper as [58]
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- Authors
- Leong, S. L., Gingrich, D., Lewis, P. R., Mauger, D. T., & George, J. H.
- Affiliations
- Pennsylvania State University (US)
- Penn State Cancer Institute (US)
- Venue
- The Journal of the American Board of Family Medicine
- Published
- 2005-05-01
- Volume
- 18
- Issue
- 3
- Pages
- 180-188
- ISSN
- 1557-2625 (ISSN-L)
- 1558-7118
- OpenAlex
- W2126359055
- Cited by
- 173
- References
- 24
- Citations by year
- 2026: 1 · 2025: 1 · 2024: 2 · 2023: 2 · 2022: 1 · 2021: 4 · 2020: 8 · 2019: 10 · 2018: 5 · 2017: 7 · 2016: 9 · 2015: 8 · 2014: 14 · 2013: 19 · 2012: 19
- FWCI
- 19.56
- Type
- journal article
- Language
- en
- Open access
- bronze
- doi.org
- Locations
- The Journal of the American Board of Family Medicine (publishedVersion)
- PubMed (publishedVersion)
- Funders
- University of Pennsylvania
- Pennsylvania State University (RR10732)
- National Institutes of Health
- Penn State College of Medicine
- Topics
- Health Sciences › Health Professions › Health Information Management › Electronic Health Records Systems
- Health Sciences › Health Professions › General Health Professions › Patient-Provider Communication in Healthcare
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Healthcare Systems and Technology
- Keywords
- physician-patient communication, email communication, patient satisfaction, physician satisfaction, convenience, response time, physician-patient relationship, telemedicine
- MeSH terms
- Adult, Aged, Confidentiality, Female, Humans, Male, Medical Informatics, Middle Aged, Office Management, Physician-Patient Relations, Pilot Projects, Surveys and Questionnaires, Patient Satisfaction, Electronic Mail
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.
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