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Author:McGeady, David
Title:Patient-physician web messaging: its role, users and impact on a healthcare provider
Publication type:Master's thesis
Publication year:2005
Pages:76+18      Language:   eng
Department/School:Tuotantotalouden osasto
Main subject:Teollisuustalous   (TU-22)
Supervisor:Lillrank, Paul
Instructor:Ilvonen, Karita ; Kujala, Jaakko
OEVS:
Electronic archive copy is available via Aalto Thesis Database.
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Reading digital theses in the closed network of the Aalto University Harald Herlin Learning Centre

In the closed network of Learning Centre you can read digital and digitized theses not available in the open network.

The Learning Centre contact details and opening hours: https://learningcentre.aalto.fi/en/harald-herlin-learning-centre/

You can read theses on the Learning Centre customer computers, which are available on all floors.

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Opening a thesis

  • On the desktop of the customer computers, you will find an icon titled:

    Aalto Thesis Database

  • Click on the icon to search for and open the thesis you are looking for from Aaltodoc database. You can find the thesis file by clicking the link on the OEV or OEVS field.

Reading the thesis

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Printing the thesis

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  • Other customers can use the printer u90203-psc3. All printing is subject to a charge to non-University members.
Location:P1 Ark Aalto     | Archive
Keywords:eHealth
web messaging
patient-physician communication
eTerveydenhuolto
online viestintä
potilas-lääkäri kommunikaatio
Abstract (eng):The Palo Alto Medical Foundation (PAMF) was one of the first health service providers to offer web messaging; a new and previously untested channel of communication between the patient and the physician.
The primary motivation behind this new service was to decrease access barriers and thus to increase the quality of care offered by the organization, although it was expected to result in efficiency related savings also.
However, there have been concerns that, services of this type were being used primarily by younger, more conscientious patients and rather than those whose needs are greatest, and are not currently being met by traditional communication channels.

Four years after the launch of this service, we investigated the demographics, morbidity as well as communication volume of eHealth enabled patients, and compared it to that of offline patients.
This revealed that many messagers were generally older, while this group also contained a disproportionate amount of older males in particular.
Messaging is most popular amongst those with a higher number of active health problems than average.
However, this group of patients also communicate more than others who have the same amount of problems as they do.
The implication is that those who subscribe to messaging may be a more conscientious type of patient.
Communication volumes increased after patients first used this service.
However, it may be the case that these patients subscribed as their needs increased also.

Physicians' attitudes towards messaging are extremely positive.
Messaging is increasing physician productivity; physicians are using idle time to empty their inboxes, and are also sending many messages outside of the traditional working hours.
Messaging itself is an efficient means of exchanging information, as it is comparatively quick, while multiple message exchanges are rare.
There is no evidence to corroborate the suggestion that messaging leads to shorter appointment times, as some had expected.
Messaging does seem to increase quality of care, due to improved physician access, although this may come at a cost in the form of increased demands on physician time.
Even if this is the case, it may be offset by the time savings associated with substituting telephone calls for messages, which serves to benefit both the patient and physician.
ED:2006-02-22
INSSI record number: 30640
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