Digital doctor visits take more than one form. Some have patients fill out online questionnaires describing their symptoms to doctors. Others use web video services that allow face-to-face communication between physicians and patients from remote locations.
Another is an emerging trend called eVisits, which are akin to secure email dialogues. During eVisits, patients compose a free-form message and then send it to their physician through a protected web site or patient portal.
Providers then respond to the patient with medical advice, usually within a day or two.
eVisits are ideal for patients who live far away from clinics, care for children, or don’t want to spend time traveling to a traditional office for diagnosis of minor symptoms.
For physicians, they are yet another technological advancement that may help increase revenue. By providing care for patients outside of office hours, eVisits offer doctors a new avenue to bill payers. Additionally, if your schedule is completely booked, letting patients see you instead of having to visit an urgent care center or emergency room can preserve the continuity of care.
Today, we identify the best situations for using eVisits and the safest practices to follow when sending patient messages.
When Are eVisits Useful?
Doctors who offer digital visits say they are most effective for treating mild conditions in patients that are too busy or too far away to come to the office..
Some of the conditions commonly treated during eVisits include urinary infections, cold and flu symptoms, sinus problems and coughing. Doctors also use eVisits to monitor patient progress with chronic conditions like diabetes.
There are, however, certain conditions physicians won’t treat through messaging, including chest pains and other symptoms that may be indicative of a medical emergency.
When treating patients through eVisits, doctors recommend sticking to simple, easily identifiable conditions to avoid increasing the likelihood of adverse patient outcomes.
eVisit Tips
Emailing patient diagnoses, even through a secure patient portal, raises significant security and health issues. So, here are a few tips to keep you from violating HHS safety standards or causing patients unexpected harm.
- Keep detailed records of all email exchanges. A benefit of email is that it documents every exchange between doctors and patients.
- Be straightforward with patients regarding fees, services, and the basic rules of email exchanges.
- Establish a realistic reply time for messages. A 24-48 hour timeframe is ideal.
- Offer eVisits only to existing patients whose medical history you are familiar with. Not to patients, you haven’t treated before.
- If you have to exchange two or three messages on the same condition or encounter a gap in communication, recommend the patient come in for a face-to-face visit.
- Be clear with follow-up plans and any additional steps for patients. Develop a method for tracking follow-ups.
- If you provide links to patient education content or news articles, make sure the sources are credible and authoritative.
- Draft a disclaimer that establishes liability, response time expectations, and guidelines as to what conditions may be treated via eVisit.
- Always communicate professionally and politely. Never write something in an email that you wouldn’t say in person.
- Avoid sarcasm, irony, and jokes. Email exchanges with all patients should be clear, concise, and professional.
- Try not to use abbreviations or advanced medical terminology. If it’s necessary to do so, be sure to explain thoroughly.
- Check spelling and grammar before sending messages. Misspelled words and poor grammar reflect negatively on you as a professional.
