An Evaluation of Provider Use of Secure Messaging

Patients value communication with their providers facilitated by electronic messaging. Further, communication via electronic messaging may help improve patient outcomes. The purpose of this study is to understand the relationships between providers’ perceptions of and their use of secure messaging, a form of electronic messaging, in practice. Literature suggests that providers may encounter barriers as they integrate electronic messaging into their practice and that variation exists in how providers incorporate its use into their daily workflow. Gaps exist in our understanding of how barriers and workflow variations impact providers’ use of electronic messaging and their subsequent effect on patient satisfaction and electronic messaging use. This study is a program evaluation and case comparison study of two outpatient clinics that use electronic messaging with their patients. Through analysis of surveys, secure messaging usage measures, direct observations, and semi-structured interviews, this study offers unique insight into contextual factors that impact electronic communication between patients and providers. The findings of this study suggest that effective use of team strategies and protocols may impact provider perceptions and use. Further research is necessary to understand how implementation of best practices suggested by this study may impact or transform use of secure messaging communication between patients and providers.Doctor of Nursing Practic