This is especially important at a time when an increasing number ofclinicians are using digital technology to communicate with patients. And, according to a Televoxreport, ‘Technology Beyond the Exam Room: How Digital Media is Helping Doctors Deliver the Highest Level of Care,’patients are expecting technology-facilitated communication with providers so as to have more accessible and cost-effective healthcare resources.
Key Findings on Digital Patient Communication Across Specialties
The Televox survey was conducted with more than 2,200 health providers across specialties, and 1,015 U.S. adults over age 18. Three key findings from the report illustrate the type of digital communication that patients are seeking and why it is relevant to the physician-patient relationship:
• 85% percent of U.S. healthcare consumers feel that high-tech communication channels such as email, text messages and voicemails are as helpful, if not more helpful, than in-person or phone conversations with their healthcare provider.
• 1 out of 3 U.S. consumers asserts that receiving text messages, voicemails or emails that provide patient care between visits would increase feelings of trust in their provider.
• Of the 66% of patients who have received a voicemail, text or email from a healthcare provider, 51% reported feeling more valued as a patient; 35% said digital communication improved their opinion of their provider; and 34% reported feeling more certain about visiting that healthcare provider again.
Tips for Personalized, Supportive Digital Patient Care
The following three tips incorporate principles from the IOM paper into digital communication with patients, be it an email, voicemail or text message. The result will be delivery of high quality, personalized digital patient care that can enhance the doctor-patient relationship.
1) Foster respect in digital messaging by using the patient’s name. Research funded by the American Board of Medical Specialties indicates that healthcare consumers would like communicationfrom their doctor to be personalized.In the Televox report, 37% of male and 34% of female healthcare consumers surveyed stated they wanted all communication from clinicians to address themby name.
2) Provide the right information, specific to each patient’smedical condition and individual treatment plan. Patients want to receive communications that address their individual medical needs and treatment plan. The Televox report indicates that 44% of patients expect their physician to know what services would benefit them and to provide direction on how to access those services.Otherwise, clinicians risk that patients will ignore the healthcare communication if it is not made relevant to their medical condition.
3) Communicate your support in such a way to foster continuous learning and offer decision-makingresources. According to the Televox report, 51% of women and 48% of men want messages from medical providers to include educational facts and support resources relevant for their health concerns. For example, let patients know about support groups or tools (e.g., apps) that can remind them about taking medication or monitoring blood sugar. Providing encouragement for being an active partner in their treatment plan can foster trust and facilitate adherence to treatment.
Further Reading
Doctor-patient communication in the e-health era Jonathan P Weiner
Isr J Health Policy Res. 2012; 1: 33. Published online 2012 August 28. doi: 10.1186/2045-4015-1-33PMCID: PMC3461429
