Impact of and Satisfaction with a New eConsult Service: A Mixed Methods Study of Primary Care Providers
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OBJECTIVES: We have improved access to specialist care and decreased wait times in our region through the development and implementation of the Champlain BASE (Building Access to Specialists through eConsultation) service. This secure, web-based tool allows primary care providers (PCPs) quick access to specialist advice for their patients and often helps to avoid the need for a face-to-face referral. Our successful implementation of eConsult in our region provides a unique opportunity to examine PCPs' satisfaction and overall perspective on using the service. METHODS: Following the closure of each case, PCPs completed a short survey with multiple-choice and open-ended questions regarding the eConsult. All eConsults submitted between April 15, 2011, and December 31, 2013, were analyzed. We calculated satisfaction scores from the survey and conducted a constant-comparison thematic analysis on those cases where the PCP elected to leave a text response. RESULTS: We analyzed 2,052 eConsults completed during the study period. In 91% and 93% of eConsults, PCPs reported a high value for their patients and themselves, respectively. In 554 eConsults, PCPs elected to leave a written response. Three major themes emerged: PCP appreciation of the eConsult service, perceived benefits for the quality of patient care, and attitudes towards using a new health technology. High satisfaction was expressed with quick response times, helpfulness of responses, and reassurance reported. Most PCPs felt eConsult had a positive impact on patient care by also providing reassurance to patients, reducing burden of time and travel, and offering educational opportunities to PCPs applicable to future cases. CONCLUSION: PCPs showed a high level of satisfaction with eConsult's quick turnaround time and quality of specialist advice. Our results illustrate the advantages of using asynchronous virtual platforms to increase access to specialty care from a PCP perspective.
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Other eConsult services are independent of individual health records and use secure web-based portals to link providers, such as Champlain BASE, TNMG, and KSYOS, or harness secure intranet e-mail such as AKO.
“Other eConsult services are independent of individual health records and use a secure web-based portals to link providers, such as the Champlain BASE in Canada, [20][21][22][23][24][25][26][27][28][29][30][31][32] TNMG in Brazil, [33][34][35][36] and KSYOS in The Netherlands, 37 or harness secure intranet e-mail as the means of communication, such as Army Knowledge Online (AKO).38”
From A Systematic Review of Asynchronous, Provider-to-Provider, Electronic Consultation Services to Improve Access to Specialty Care Available Worldwide (2019) · cites this paper as [21]
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Self-citation
- Authors
- Liddy, C., Afkham, A., Drosinis, P., Joschko, J., & Keely, E.
- Affiliations
- University of Ottawa (CA)
- Venue
- The Journal of the American Board of Family Medicine
- Published
- 2015-05-01
- Volume
- 28
- Issue
- 3
- Pages
- 394-403
- ISSN
- 1557-2625 (ISSN-L)
- 1558-7118
- OpenAlex
- W2114857658
- Semantic Scholar
- 4765f46d70f33732b8d539dc434da8928f812ba5
- Cited by
- 140
- References
- 25
- Citations by year
- 2026: 3 · 2025: 5 · 2024: 10 · 2023: 16 · 2022: 9 · 2021: 11 · 2020: 12 · 2019: 21 · 2018: 21 · 2017: 20 · 2016: 9 · 2015: 3
- FWCI
- 38.78
- Type
- journal article
- Language
- en
- Open access
- bronze
- doi.org
- Locations
- The Journal of the American Board of Family Medicine (publishedVersion)
- PubMed (publishedVersion)
- Funders
- Champlain Local Health Integration Network
- Ontario Ministry of Health and Long-Term Care
- Topics
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Healthcare Systems and Technology
- Health Sciences › Medicine › Public Health, Environmental and Occupational Health › Telemedicine and Telehealth Implementation
- Health Sciences › Health Professions › Health Information Management › Electronic Health Records Systems
- Keywords
- e-consultation, access to specialist care, specialist referral, waiting time, health technology adoption, quality of care
- MeSH terms
- Attitude of Health Personnel, Female, Health Services Accessibility, Humans, Job Satisfaction, Male, Medical Informatics Applications, Ontario, Primary Health Care, Quality of Health Care, Remote Consultation
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