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Stalberg P, Yeh M, Ketteridge G, Delbridge H, Delbridge L. E-mail Access and Improved Communication Between Patient and Surgeon. Arch Surg. 2008;143(2):164–168. doi:https://doi.org/10.1001/archsurg.2007.31
To examine the effectiveness of e-mail communication between surgeon and patient prior to elective surgery.
Prospective randomized study.
Tertiary referral center.
One hundred consecutive patients presenting for consultation prior to undergoing thyroid or parathyroid surgery.
All were randomized to either receiving an information sheet promoting e-mail communication as the preferred method of communication (group E) or a standard information sheet (group S).
Main Outcome Measures
(1) Use of communication with the surgeon outside of the booked preoperative and postoperative consultation and (2) satisfaction questionnaire.
Overall, 26 of 100 patients (26%) initiated additional perioperative communication with the surgeon, 19 of 50 (38%) in group E and 7 of 50 (14%) in group S (P < .001).
Of those who initiated communication, 22 of 26 (84%) did so by e-mail;
3 (12%), by fax; and 1 (4%), by telephone. For patients using e-mail,
18 of 22 (81%) were in group E and 4 of 22 (18%), in group S (P < .02). Overall, 34 e-mails were sent by 22 patients in the study group. Most e-mails sent focused on only 1 issue; however, some patients raised multiple issues, with the most being 4 issues in a single e-mail. There were no differences in any of the outcome measures in relation to patient satisfaction with communication.
Despite concerns about potential medicolegal issues and other disadvantages, providing patients undergoing elective surgery with e-mail access to their surgeon results in improved levels of communication without any demonstrated impairment of satisfaction with outcomes.
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