The role of primary care non-physician clinic staff in e-mail communication with patients
The role of primary care non-physician clinic staff in e-mail communication with patients
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DOI：
10.1016/j.ijmedinf.2004.02.004
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发表时间：
2004-05-01
影响因子：
4.9
通讯作者：
Bates, DW
中科院分区：
文献类型：
--
作者：
Kittler, AF;Wald, JS;Bates, DW
背景：很少有研究明确探讨电子邮件技术如何影响非医生诊所工作人员，尽管这些工作人员通常管理非常适合电子邮件通信的任务，例如处方更新请求、实验室和测试结果以及转诊授权。目标：我们进行了一项调查。波士顿 10 家初级保健诊所的工作人员进一步评估非医生工作人员对与患者使用电子邮件的态度。在实施患者网关（一种旨在促进患者与诊所之间安全电子通信的应用程序）后，我们随后对其中三个诊所的工作人员进行了重新调查。结果：在实施 Patient Gateway 之前，88% 的受访员工已经每天至少使用一次电子邮件进行工作相关沟通。其中许多工作人员 (24%) 已经在与患者使用电子邮件。 48% 的工作人员认为，增加患者使用电子邮件的次数可以提高他们提供的护理质量。然而，工作人员报告称，对于增加患者使用电子邮件的方式有些犹豫，主要与安全性、保密性和工作量有关。实施患者网关后，用户对该应用程序表示高度满意，并且一般工作人员（患者网关的用户和非用户）对增加患者使用电子邮件更加热情。结论：为了最大限度地发挥员工与患者之间的电子邮件的潜力，重要的是要解决与安全性、保密性和工作流程相关的问题，并且必须为患者提供正确使用电子邮件的指南。考虑到这些问题而设计的安全应用程序可能会受到工作人员乃至医生的好评。 (C) 2004 Elsevier Ireland Ltd. 保留所有权利。
Background: Few studies have explicitly addressed how e-mail technology may affect non-physician clinic staff, even though these staff typically manage tasks well suited to e-mail communication such as requests for prescription renewals, laboratory and test results, and referral authorizations. Goal: We conducted a survey of. staff members at 10 primary care clinics in Boston to further evaluate non-physician staff attitudes towards e-mail use with patients. We subsequently re-surveyed staff at three of these clinics after the implementation of Patient Gateway, an apptication designed to facilitate secure electronic communication between patients and the clinics. Results: Before Patient Gateway implementation, 88% of surveyed staff were already using e-mail at least once a day for work-retated communication. Many of these staff members (24%) were already using e-mail with patients. Forty-eight percent of staff members thought that increasing e-mail use with patients could improve the quality of care their practices delivered. However, staff reported having some hesitations about increasing e-mail use with patients, mostly relating to security, confidentiality, and workload. After Patient Gateway implementation, users reported high satisfaction with the application and staff in general (users and non-users of Patient Gateway) felt more enthusiastic about increasing e-maiL use with patients. Conclusions: In order to maximize the potential of staff-patient e-mail, it is important that concerns relating to security, confidentiality, and workflow are addressed, and patients must be given guidelines for the appropriate use of e-mail. Secure applications designed with these issues in mind are likely to be well received by staff members, and in turn physicians. (C) 2004 Elsevier Ireland Ltd. All rights reserved.