How effective is email communication for patients requiring elective surgery?

Abstract

Patients increasingly use the Internet for communication as well as to obtain information, but there are few published reports on either the utilization or effectiveness of email as a means of communication between patient and surgeon. The aim of the present study is to examine the effectiveness of email communication by patients prior to undergoing elective surgery. This is a retrospective cohort study of 306 patients undergoing thyroid or parathyroid surgery at a tertiary referral centre who had been provided with an information sheet promoting email communication compared to 352 patients in a control group who had not been provided with the same information. In the study group 50 of 306 patients (16%) utilized email communication. There was a statistically significant difference (P = 0.0004) in the age distribution between those who did (mean: 46.2, 95% confidence interval (CI): 42.0-50.4) and those who did not (mean: 54.6, 95%CI: 52.7-56.4) utilize emails, with the email users representing a younger population. In the control group, only 10 of 352 (3%) used email, a significantly lower percentage (P = 0.0001) than in the study group. A total of 101 emails were sent by 50 patients in the study group. Of these, the majority did so only once (n = 28-56%), with one patient sending seven separate emails. Most emails sent focused on only one issue, but some patients raised multiple issues with the most being seven issues in a single email. Despite concerns about potential medicolegal issues and other disadvantages, routine email communication between physician and patient provides an effective means of communication for patients undergoing elective surgery.