Examining the Complexity of Patient-Outpatient Care Team Secure Message Communication: Qualitative Analysis

Journal of Medical Internet Research
Holly Jordan LanhamJacqueline A Pugh

Abstract

The value of secure messaging in streamlining routine patient care activities is generally agreed upon. However, the differences in how patients use secure messaging, including for communicating both routine and nonroutine issues, and the implications of these differences in use are less well understood. The purpose of this study was to examine secure messaging use to extend current knowledge of how this tool is being used in outpatient care settings and generate new research questions to improve our understanding of the role of secure messaging in the patient-provider communication toolbox. We conducted an in-depth qualitative analysis of secure message threads in 12 US Department of Veterans Affairs outpatient clinics in south Texas. We analyzed 70 secure message threads with a total of 179 unique communications between patients and their outpatient teams for patterns in communication and secure message content. We used theories from information systems and complexity science in organizations to explain our observations. Analysis identified content relating to 3 main themes: (1) information management, (2) uncertainty management, and (3) patient safety and engagement risks and opportunities. Within these themes, we identified...Continue Reading

References

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Citations

Aug 24, 2021·Journal of Medical Internet Research·Dawn Heisey-GroveJonathan P DeShazo
Sep 28, 2021·Telemedicine Journal and E-health : the Official Journal of the American Telemedicine Association·Dawn Heisey-GroveJonathan DeShazo

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