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Enhancing Doctor-Patient Communication Using Email: A Pilot Study

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Leong, S. L., Gingrich, D., Lewis, P. R., Mauger, D. T., George, J. H.·2005·The Journal of the American Board of Family Medicine

DOI 10.3122/jabfm.18.3.180

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Abstract

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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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)
ORCID: Leong, S. L.
Mauger, D. T.
Venue: The Journal of the American Board of Family Medicine
Publisher: American Board of Family Medicine (ABFM)
Published: 2005-05-01
Volume: 18
Issue: 3
Pages: 180-188
ISSN: 1557-2625 (ISSN-L)
1558-7118
DOI: 10.3122/jabfm.18.3.180
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
Health Sciences › Medicine › Public Health, Environmental and Occupational Health › 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

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Enhancing Doctor-Patient Communication Using Email: A Pilot Study

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