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Insecure messaging: how clinicians approach potentially problematic messages from patients
Joy L Lee1,2, Marianne S Matthias1,2,3, Monica Huffman2
1Division of General Internal Medicine and Geriatrics, Department of Medicine, Indiana University School of Medicine, Indianapolis, Indiana, USA.
JAMIA Open
|March 24, 2021
Summary
Clinician approaches to secure messaging vary, highlighting a need for clearer guidelines. Standardized informatics education is essential for effective patient portal communication and error reduction.
Area of Science:
- Medical Informatics
- Healthcare Communication
- Patient Portal Technology
Background:
- Secure messaging is integral to patient portals.
- Misuse can cause miscommunication and errors, including missed urgent messages.
Purpose of the Study:
- To explore variations in clinician approaches and responses to secure messaging with patients.
- To identify clinician perspectives on appropriate secure messaging use.
Main Methods:
- Two-part study involving 20 primary care clinicians.
- Clinicians responded to hypothetical patient vignettes and were interviewed.
- Analysis of messages and interviews for thematic variations.
Main Results:
- Clinician experiences and perceptions of secure messaging differ.
- Message responses varied in patient-centeredness and detail, but were respectful.
- Clinicians showed divergent views on appropriate use and handling emotional content.
Conclusions:
- Discrepancies exist in clinician opinions regarding secure messaging appropriateness for specific medical issues.
- There is a recognized need for enhanced guidance and informatics education on secure messaging.
- Further institutional guidelines are needed to improve secure messaging effectiveness and clinician/patient support.
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