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Email consultations in general practice.

Ron G Neville1, Wendy Marsden, Colin McCowan

  • 1Westgate Health Centre, Charleston Drive, Dundee DD2 4AD, Scotland, UK. ron.neville@blueyonder.co.uk

Informatics in Primary Care
|April 6, 2005
PubMed
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Patients highly value clinical email services for convenient communication with their general practice, enabling repeat prescriptions and appointment booking outside of work hours. This secure patient-provider communication method shows high satisfaction and no increased GP workload.

Area of Science:

  • Health Informatics
  • General Practice
  • Patient Communication

Background:

  • Email is a common communication tool in business, education, and leisure, but its adoption in healthcare is limited.
  • Integrating digital communication methods into healthcare settings is an ongoing challenge.

Purpose of the Study:

  • To assess the effectiveness and patient satisfaction of an email service for patient-general practice communication.
  • To evaluate the use of email for repeat prescriptions, appointment booking, and clinical inquiries.

Main Methods:

  • A qualitative analysis of patient-general practitioner interactions via email.
  • An electronic user survey was conducted with 150 patients (aged 24-85) at an urban general practice in Scotland.
  • A practice-based email facility was established for patient use.

Related Experiment Videos

Main Results:

  • Patient satisfaction with the email service was very high.
  • Patients appreciated the ability to communicate outside standard working hours and the ease of ordering repeat prescriptions.
  • Email communication was found to be polite, factual, and less formal than traditional letters, with no perceived increase in staff workload.

Conclusions:

  • An email consultation service is a viable and beneficial tool for urban general practices.
  • The service demonstrated high patient satisfaction and did not increase general practitioner workload.
  • There appears to be an unmet patient demand for clinical email services, suggesting potential positive outcomes for both patients and practices.