Use and attitudes towards telephone and e-mail communication between doctors and patients: a survey of general practitioners working in Matosinhos Local Health Unit

• Autor(a) principal: Ponte,Carla
• Data de Publicação: 2022
• Outros Autores: Lima,Graça, Granja,Mónica
• Tipo de documento: Artigo
• Idioma: eng
• Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
• Texto Completo: http://scielo.pt/scielo.php?script=sci_arttext&pid=S2182-51732022000300258
• topic: General practice; Health services accessibility; Electronic mail; Telephone

Abstract Introduction: Remote contact between general practitioners and patients is a key component of accessibility to primary care. Objective: This study aims to determine the frequency of (and attitudes towards) the use of telephone and e-mail between general practitioners working in Matosinhos and their patients. Methods: A census of general practitioners working in Matosinhos was invited to participate in a cross-sectional survey-based study. An anonymous, paper, self-administered questionnaire was applied, and descriptive data analysis was used. Results: Eighty-one completed questionnaires were obtained (90.0% response rate). All general practitioners reported communicating with patients by telephone but one-third never/rarely exchanged e-mails with them. Most considered that the use of the telephone and e-mail is an overload for which they do not have enough time but acknowledged that both tools facilitate the management of patient lists and appointments. Participants stated that they would use both tools more often if interactions could be recorded in real-time and that they would use the telephone more often if it was accounted for in their performance evaluation. General practitioners with larger lists more often reported telephone calls with their patients. General practitioners working in ‘Model B’ practices more often used e-mail with their patients. General practitioners that use e-mail less often considered that it represents an overload and has a negative risk/benefit ratio, they less often agree that it facilitates the management of patient lists and appointments and wouldn't increase the frequency of use even if it was accounted for in their performance evaluation. Conclusion: All general practitioners have telephone calls with patients but express several negative attitudes towards this type of remote contact. General practitioners who are frequent e-mail users more often express positive attitudes, compared to the ones who are not regular e-mail adopters. Organizational policies should consider general practitioners’ attitudes.