Online Patient-Provider Communication Tools: An Overview

Publication Date: November 2003

Publisher: California HealthCare Foundation

Author(s): Keith MacDonald

Research Area: Health

Type: Report

Abstract:

Responding to growing patient interest in online communication, many physicians are overcoming resistance to electronic communication, but encountering complex choices when it comes to selecting the right tool for their practice. Case study examples of the effective use of stand-alone and integrated online messaging tools, developments in the reimbursement arena, and recent liability and privacy guidelines are leading more physician practices to consider communicating online with their patients. For practices that lack office-based electronic medical record (EMR) or clinical systems, the use of stand-alone email tools is a cost-effective solution. Practices already using EMR or clinical information systems have several options from which to choose for integrating communication into these systems while streamlining office workflow. Understanding the available options, the key dimensions that distinguish them, and the lessons learned by physician practices that have succeeded can help an office select an effective approach for patient-provider communication.