Secure Messaging Increases In-Person Visits

By Katie Wike, contributing writer

A new study finds diabetic patients who used secure messaging to communicate with their healthcare provider were more likely to make in-office visits.

Patients who use secure messaging and phone calls to communicate with their provider on a regular basis are more likely to make in-office visits as well. According to a study recently published in The Annals Of Family Medicine, the records of more than 18,000 diabetic patients who had co-pay-free access to their physicians were analyzed for use of secure messaging, telephone calls, and the resulting office visits.

“The mean quarterly number of primary care contacts increased by 28 percent between the pre-PCMH baseline and the post-implementation periods, largely driven by increased secure messaging,” writes Fierce Health IT. “A 10 percent increase in secure message threads was associated with a 1.25 percent increase in office visits; a 10 percent increase in telephone encounters was associated with a 2.74 percent increase in office visits.”

Researchers concluded that there was no evidence that supported that claim that patients with access to alternative methods of communication with their physician would avoid in-person office visits.

It’s important that providers recognize tools like secure messaging won’t keep prevent patients from visiting the office when a serious problem arises. But as Fierce Health IT points out, “patient preferences are changing.”

Recently a survey found that 93 percent of patients prefer doctors who will email them. Dan Prince, founder and President of Catalyst Health Research, which conducted the survey, said in a press release, “The Internet is quick and convenient and it’s in the best interest of health systems, hospitals, and physician practices to embrace online options for their patients’ healthcare needs. As healthcare changes, it’s crucial that providers stay relevant.”