Many physicians do not use e-mail to communicate with patients

Apr 24 2008

AP/Long Island Newsday on Tuesday examined how although U.S. patients increasingly "want the convenience of e-mail" to communicate with physicians, many physicians do not use the technology for that purpose.

A survey conducted last year by Manhattan Research found that only 31% of physicians in the first quarter of 2007 used e-mail to communicate with their patients. According to AP/Newsday, some physicians have raised concerns regarding using e-mail to communicate with their patients, including a potentially larger workload, compromised patient privacy, fear of lawsuits and receiving urgent messages that they are unable to answer promptly.

In addition, most insurance companies do not reimburse physicians for consulting with patients via e-mail. However, many patients have said they can avoid "phone tag" with a physician or taking time off for work for an office visit by using e-mail for "routine matters," including asking for a prescription refill, receiving laboratory results or scheduling an appointment, AP/Newsday reports.

The American Medical Association has recommended that physicians avoid use of e-mail as a substitute for in-office patient visits and inform their patients about its limitations.

E-mail Advantages

According to AP/Newsday, most studies regarding e-mail communication with physicians have found that patients do not "abuse" e-mail by overwhelming physicians with "rambling messages." In addition, the studies have found that e-mail communication can help physicians' productivity and reduce patient office visits. Health insurers Cigna and Aetna in 2008 have expanded pilot programs in which participating physicians are compensated for "virtual house calls" via a secure Web site that includes e-mail capabilities, AP/Newsday reports.

Susannah Fox of the Pew Internet & American Life Project said, "People are able to file their taxes online, buy and sell household goods, and manage their financial accounts," adding, "The health care industry seems to be lagging behind other industries" (Chang, AP/Long Island Newsday, 4/22).