JMIR Publications

ABSTRACT

Background:

The COVID-19 pandemic significantly increased adoption of virtual care, including patient-to-provider secure messaging. However, this surge has heightened physician workload and burnout and has raised concerns about message appropriateness and liability among physicians.

Objective:

This study characterizes secure messaging use in Canadian hospital-based specialty care and explores the experiences of healthcare providers, administrative staff, and patients.

Methods:

We employed a convergent mixed-methods design, analyzing aggregated electronic health record (EHR) usage data and qualitative interview data. The study was conducted at Women’s College Hospital in Toronto, Canada, across four high-messaging specialty clinics: mental health, rheumatology, dermatology, and surgery. Quantitative data (Oct, 2019-Oct, 2022) detailing message volumes, response patterns, and timing. Semi-structured interviews explored messaging workflows, barriers, and facilitators. Data were analyzed separately, then converged to identify areas of convergence and divergence.

Results:

Message volumes surged post-pandemic, particularly in mental health. The monthly message rate per patient varied, with higher rates in mental health and rheumatology. Physicians reported negative experiences due to increased workload, lack of compensation, and inadequate integration into clinical workflows. High patient-to-physician ratios and limited nursing support for message triage were associated with a poor messaging experience. Patients and administrative staff valued messaging for its convenience, accessibility, and efficiency. A key finding was the poor engagement of all user groups in decisions regarding messaging implementation.

Conclusions:

The study highlights a disconnect between the high perceived value of secure messaging for patients and administrative staff and the negative experiences of physicians. Successful implementation requires thoughtful integration into care models, clear guidelines for patient use, and proper triage and "channel management" to guide patients to appropriate visit modalities. Future research should explore triaging algorithms as part of a digital front door, specialty-specific variations and the crucial role of nursing staff in message management.