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Email Consultations Between Patients and Doctors in Primary Care: Content Analysis.

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This UK study analyzed email consultations in general practice, finding they are typically short, clinical, and quickly resolved. While efficient, email consultations may increase general practitioners' administrative workload.

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Area of Science:

  • Digital Health
  • Primary Care Medicine
  • Health Informatics

Background:

  • Remote consultations via technology are increasing in healthcare.
  • Email offers asynchronous, text-based communication for patient-provider interactions.
  • Previous content analyses of email consultations were primarily North American-based.

Purpose of the Study:

  • To conduct a UK-based content analysis of email consultations in general practice.
  • To explore and delineate the content, use, and function of email consultations between general practitioners (GPs) and patients.

Main Methods:

  • Content analysis of anonymized email consultations from two UK general practices.
  • Examination of descriptive elements: timing, volume, and content nature.
  • Normative approach to analyze usage and function.

Main Results:

  • 100 email consultations (262 emails) analyzed, primarily from patients over 40.
  • Consultations were generally short, resolved within days, and predominantly clinical.
  • Key themes: GP role, transactional nature, and operationalization of email consultations.

Conclusions:

  • Email consultations in UK general practice are often brief, clinical, and efficiently resolved.
  • GPs utilize similar approaches to face-to-face consultations but may face increased administrative tasks.
  • Email consultations serve as a complementary tool, not a replacement for in-person visits.