Electronic Visits For Common Acute Conditions: Evaluation Of A Recently Established Program

Area of Science:

• Health Informatics
• Digital Health
• Patient Engagement

Background:

• Asynchronous patient-provider communication via patient portals (e-visits) offers potential for improved healthcare access and efficiency.
• E-visits can reduce the need for certain in-person office visits, streamlining care delivery.

Purpose of the Study:

• To evaluate the effectiveness and patient experience of e-visits for nonemergent acute care.
• To identify factors associated with unresolved e-visits and inform future treatment algorithms.

Main Methods:

• Retrospective chart review of 1,565 e-visits for adult acute care at the Medical University of South Carolina (December 2015 - July 2017).
• Analysis of patient demographics, chief complaints, e-visit resolution status, and outcomes of in-person follow-ups.
• Patient surveys assessing satisfaction and impact on in-person visit frequency.

Main Results:

• The majority of e-visits involved females (80.2%) aged 18-44 (55.3%), with sinus problems being the most common complaint (38.1%).
• Unresolved e-visits occurred in 6.4% of cases, with higher rates among older adults (≥65) and patients with diarrhea or skin conditions.
• Most in-person follow-ups (81.5%) did not alter initial diagnoses, and over 90% of surveyed patients reported positive experiences, with 92% indicating the e-visit replaced an in-person visit.

Conclusions:

• E-visits are a positive and efficient tool for managing acute conditions, often replacing traditional appointments.
• Identifying factors contributing to unresolved e-visits is crucial for enhancing care quality and cost-effectiveness.
• Further development of treatment algorithms based on unresolved e-visit data can optimize digital healthcare delivery.