The message is clear—patient’s want better communication with their doctors and will do anything to get it. E-mail nears the top of the list in a recent Internet survey of consumers.
Yet, surprisingly few physicians offer e-mail. Why? Pharm Aid looked into the issue with a group of physicians and consumers, and found some interesting results (n=24; so this is by no means definitive).
The number one reason physicians refuse to use electronic communications is HIPAA compliance. Despite liability releases and other means of letting doctors off the hook, they still resist. The corollary to this is that written communication may also open up a physician to a malpractice suit.
Another major reason is their difficulty in charging for the service. Doctors are running a business and e-mail represents a potential reduction in their profit (from fewer patient visits). Yet some doctors do charge for the service.
Finally, a handful of doctor’s actually offer e-mail services to patients. Patients can obtain lab and test results, inquire about scheduling, and other services. The physicians offering the service reported higher customer satisfaction and also reduced administrative burden, namely office managers spend significantly less times on the phone, freeing them up for other tasks.
Yet, surprisingly few physicians offer e-mail. Why? Pharm Aid looked into the issue with a group of physicians and consumers, and found some interesting results (n=24; so this is by no means definitive).
The number one reason physicians refuse to use electronic communications is HIPAA compliance. Despite liability releases and other means of letting doctors off the hook, they still resist. The corollary to this is that written communication may also open up a physician to a malpractice suit.
Another major reason is their difficulty in charging for the service. Doctors are running a business and e-mail represents a potential reduction in their profit (from fewer patient visits). Yet some doctors do charge for the service.
Finally, a handful of doctor’s actually offer e-mail services to patients. Patients can obtain lab and test results, inquire about scheduling, and other services. The physicians offering the service reported higher customer satisfaction and also reduced administrative burden, namely office managers spend significantly less times on the phone, freeing them up for other tasks.
The doctor-patient e-mail relationship is coming...just slowly.
Photo source: MDConsult
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