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“I don’t bother with the phone!”: Feeling Closer to Physician using Secure Messaging

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Title: “I don’t bother with the phone!”: Feeling Closer to Physician using Secure Messaging
Authors: Chen, Yunan
Tang, Charlotte
Doung, Victoria
Ngo, Victor
Huang, Yang
show 1 moreMattison, John
show less
Keywords: Patient-Provider Communication
Patient Portal
Secure Messaging
Issue Date: 04 Jan 2017
Abstract: This study explores the use of phone and secure messaging via an online patient portal in mediating the communication between patients and their healthcare providers. In analyzing the messages handling processes, we found that although both phone and secure messages were answered in similar manners, the interplay of the front- and back-end roles in collaborative work resulted in patients’ preference for secure messages in communication as they believed it offered direct and empowered communication experiences. This study offers insights on the choice of how different communication media affect patients’ perception toward the quality of the communication and patient-provider relationship. \
Pages/Duration: 10 pages
ISBN: 978-0-9981331-0-2
DOI: 10.24251/HICSS.2017.461
Rights: Attribution-NonCommercial-NoDerivatives 4.0 International
Appears in Collections:User Experience (UX) In Information Systems (IS) for Health and Wellness Minitrack

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