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Email communication at the medical primary-secondary care interface: a qualitative exploration
Background:
There is little published research into the influence of email communication between primary and secondary care clinicians on patient care.
Aim:
To explore the use of email communication between clinicians across the primary- secondary care interface, and how this may relate to patient care.
Design And Setting:
A qualitative study involving primary and secondary care services in the NHS Highland Health Board area, Scotland. Ten GPs and 12 hospital consultants were purposively sampled to reflect diversity.
Method:
Eligible clinicians were invited to take part in a semi-structured interview. Data were analysed using a thematic analysis approach.
Results:
Key themes that emerged for clinicians included general perceptions of email; using email in practice (managing workload, impact on patient journeys, and 'quick answers'); system issues (variability and governance); relational aspects; and email skills.
Conclusion:
Email communication between primary and secondary care clinicians generally has a positive impact on patient access to specialist expertise. Governance issues around the use of clinical email need to be defined. There may currently be a two-tier health service for those patients (and their GPs) requiring 'quick answers'.
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