Pediatric Informatics: Computer Applications in Child Health (Health ...

23 Electronic Mail in Pediatric Practice 315
and underserved, e-mail accessibility issues are compounded by the recognition
that for some, their only e-mail access or most convenient access is at work and that
using workplace based e-mail systems results in privacy problems.
23.4.2 Quality
In conjunction with good practices, e-mail provides a transcribed record of
communications (either patient–physician or physician–physician) with a timestamp.
E-mail can be used to handle nonurgent matters. For adolescents, it may be
helpful in initiating discussions on sensitive topics that would otherwise be missed
in parent-accompanied office visits.
23.4.3 Revenue
Because e-mail is a fixed expense, there is a large benefit to leveraging its use to
improve office processes and patient satisfaction. While none of the possible uses
of e-mail are novel, in that they can be accomplished utilizing traditional mail, the
fact that e-mail messaging is essentially free, information flow is rapid, and systems
exist to automate functions make e-mail communication particularly attractive to
patients and physician practices. E-mail messages can be used to educate families
through electronic pamphlet attachments or by linkage to practice portals, to send
reminders and to send notices (such as practice newsletters).
23.5 Selecting a Practice E-Mail System
In selecting a practice e-mail solution there are many of issues to consider:
Does the practice want e-mail alone, or as part of a complete web presence, integrating
an office Web site, with e-mail accessibility or secure messaging?
Will messages from anyone be allowed (as a marketing tool) or will e-mail be
allowed only for patients registered to the practice? Will patients need to sign a
contract on practice e-mail policies prior to participation?
What type of security should be specified: encrypted connection, passwords, etc.?
Will e-mail be limited to clinicians or will routing of messages to office staff
(such as for appointments and referrals) be allowed?
Will the practice bill for e-mail rendered services? If so, how will e-mail be
integrated into the practice management system for payment?
How will the e-mail system be protected from external attack, failure or data loss?
How will e-mail communications be incorporated into the medical record? Will
paper copies of communications be printed? Will they be saved electronically?