Patients and general practitioners have different approaches to e-mail consultations

INTRODUCTION

The few extant Danish studies on e-mail consultations were undertaken before it became mandatory under Danish law to offer patients this form of consultation. This study investigates the ways in which patients and general practitioners communicate with each other by e-mail, explores factors influencing this means of communication and puts into perspective the potential of e-mail consultations in patient treatment.

MATERIAL AND METHODS

The study is explorative and based on an individual interview and four qualitative focus group interviews. The empirical data were analysed from a social constructivist and a practice-theoretical approach.

RESULTS

The study indicated that patients wanted to be able to use the general practitioner (GP) as a sparring partner in e-mail consultations. They expected a reply in case of uncertainties. The GPs found it difficult to handle complicated medical problems by e-mail and they tended to send a standard reply. A number of patients perceived the wording of the standard reply as a rejection of their problem. Patients highlighted the logistical advantages of e-mail consultations, the physical separation of doctor and patient which made it easier for them to disclose psychological or intimate issues. The GPs preferred short uncomplicated questions with no option for the patient to
enter into a discussion.

CONCLUSION

Patients and GPs have different approaches to e-mail. The development of clear guidelines for patients and revised guidelines for GPs regarding e-mail consultations is therefore recommended.

FUNDING

not relevant.

TRIAL REGISTRATION

journal no. 2012-41-0063 with the Danish Data Protection Agency.

CORRESPONDENCE: Camilla Skanderup Hansen. E-mail: camilla_skanderup@hotmail.com

CONFLICTS OF INTEREST: none. Disclosure forms provided by the authors are available with the full text of this article at www.danmedj.dk

REFERENCE: Dan Med J 2014;61(6):A4863