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Words Matter: What Do Patients Find Judgmental or Offensive in Outpatient Notes?

Leonor Fernández1,2, Alan Fossa3,4, Zhiyong Dong3

  • 1Department of Medicine, Beth Israel Deaconess Medical Center, 330 Brookline Avenue, Boston, MA, USA. Lfernan1@bidmc.harvard.edu.

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|February 2, 2021
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Approximately 10.5% of patients felt judged or offended by outpatient notes, particularly those in poor health. Addressing note content and tone is crucial for maintaining patient trust and improving care relationships.

Keywords:
biashealth information transparencylanguagepatient-doctor relationshiptrust

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Area of Science:

  • Health Informatics
  • Patient Experience
  • Clinical Communication

Background:

  • Sharing outpatient notes with patients offers clinical benefits but may risk causing offense or reducing trust.
  • Patient portal use and open notes initiatives are increasingly common in healthcare systems.

Purpose of the Study:

  • To determine the prevalence of patients feeling judged or offended by outpatient notes.
  • To identify the reasons why patients experience negative emotions from reading their notes.

Main Methods:

  • Analysis of a large Internet survey of adult patients with access to their outpatient visit notes.
  • Quantitative analysis of patient-reported feelings of judgment/offense and qualitative thematic analysis of free-text explanations.

Main Results:

  • 10.5% of 22,959 respondents reported feeling judged or offended by their notes.
  • Patients reporting poor health, unemployment, or inability to work were more likely to feel negatively impacted.
  • Common themes included perceived errors, surprises, labeling, and disrespect in the notes.

Conclusions:

  • A significant minority of patients experience negative emotions from outpatient notes, influenced by content and tone.
  • Particular attention to note content is needed for vulnerable patient populations.
  • Improving clinician awareness of patient perspectives can enhance medical communication and strengthen the patient-healer relationship.