E-mail konsultation til borgerne: Praktiserende læger er gået online

Raae, Maria Veronica J. ; Laursen, Else-Marie

3. årgang

Master i Sundhedsinformatik (Efter- og videreuddannelse)

2009

2009-05-26

114 pages

BAGGRUND. De fleste borgere har kontakt med deres læge i telefontiden mellem 08:00 – 09:00, eller ved personlig kontakt i form af konsultation hos lægen eller sygebesøg. Det er ofte svært at komme igennem pr. telefon, da der er mange, der kan telefonere inden for et kort tidsrum, men flere og flere patienter vælger at "tale" med deres praktiserende læge ved at anvende lægens e-mail konsultation, når de skal have svar på ukomplicerede undersøgelser, fornyet recepter og bestille tid. Der vurderes, at både patient og læge kan profitere af e-mail konsultation i kraft af bedre service og en mere fleksibel arbejdsdag. Vi forestiller os en række konsekvenser af online-faciliteter i almen praksis, speciel hos borger og det er disse konsekvenser, i form for fordele og ulemper, vi belyser i projektet. FORMÅL. At undersøge hvordan e-mail konsultation er implementeret, samt hvad denne form for kommunikation betyder for borgerne. METODE. Som metode har vi valgt en triangulering, bestående af en forundersøgelse, hvor vi sendte spørgeskema til 100 informanter (74 % svar). En spørgeskemaundersøgelse hvor vi spørger 25 praktiserende læger (56 % svar) og telefoninterview til 50 tilfældige borger (88 % svar). RESULTATER. 69 % af informanter i forundersøgelse, ser ikke noget problem i at tilgå eget sundhedsdata via sikkert internet, 76 % vil være positiv påvirket af at se sine egne sundhedsdata. 85 % vil gerne se resultater på blodprøvesvar elektronisk. 61 % var bekendt med sundhed.dk, 24 % bestilte tid, 24 % fornyede recepter og 20 % brugte sundhed.dk som e-mail konsultation. Praktiserende læger har tilbudt e-mail konsultation de sidste 5 år, en tredje del af dem, blot for et år siden. 46 % af lægerne ser i høj grad en fordel i, at borgerne anvender e-mail konsultation, mens 58 % af lægerne ser i ringe grad nogle ulemper i, at borgerne anvender e-mail konsultation. 46 % af lægerne får positive og 31 % af lægerne får meget positive tilbagemeldinger fra deres patienter om deres anvendelse af e-mail konsultation. 44 % af de tilfældig adspurgte borger anvendte e-mail konsultation, 69 % af dem bestilte tid og fornyede recepter og 74 % stillede også spørgsmål til lægen via e-mail konsultation. KONKLUSION. Lægerne har tilbudt e-mail konsultation til borgerne mellem 1 og 5 år. De opfatter e-mail konsultation i høj grad, som en fordel og i ringe grad som en ulempe for borgerne. Patienterne udtrykker sig positiv over for deres praktiserende læger omkring anvendelse af e-mail konsultation, samtidig har ingen af de adspurgte læger fået negative tilbagemeldinger. Tilbuddet om E-mail konsultation gives hos mere end 50 % af praktiserende læger, og der er fortsat en stor del borgere, der ikke benytter sig af praktiserende lægers tilbud. Dette skyldes muligvis en manglende information, vejledning og retningslinjer til borgerne om tilbuddet, manglende forankring af teknologien både hos borgerne og praktiserende læger samt manglende eller ringe IT kompetencer hos begge parter.

BACKGROUND. Most people have contact with their doctor on the phone between 08:00 to 09:00, or by personal contact as a consultation with their doctor or medical visits. It is often difficult to get through the phone, as there are many who can telephone in a short period, but more and more patients choose to "talk" with their family doctor by using the physician's e-mail consultation, when they need answers to simple inquiries, prescriptions refill and booking time. It is estimated, that both patient and doctor can benefit from e-mail consultation, with better service and more flexible working day. We imagine a number of consequences of online services in general practice, especially on citizens, and it is these consequences, we illustrate in the project. PURPOSE. To investigate how the implementation of e-mail consultation between citizens and practitioners, has been managed and the importance of this form of communication in terms of advantages and disadvantages may have to the citizens. METHOD. As a method, we have chosen a triangulation, consisting of an initial questionnaire survey of 100 informants (74% response), a questionnaire to general practitioners, 25 physicians (56% response) and a random telephone interviews with 50 citizens (88% response). RESULTS. 69 % of informants in the initial inquiry see no problem in accessing their own health data via secure Internet, 76% will be positively influenced by seeing their own health data. 85 % want to see results on blood test answers electronically. 61 % were aware about sundhed.dk, 24% use it for booking time, 24% renewed prescriptions and 20% use sundhed.dk as e-mail consultation. Practitioners have offered e-mail consultation during the last 5 years, a third part of them, just a year ago. 46 % of doctors see very much an advantage in that people use e-mail consultation, while 58% of doctors see in a few inconveniences that people use e-mail consultation. 46 % of doctors receive positive and 31% very positive feedback from their patients about their use of e-mail consultation. 44 % of the randomly polled citizens used e-mail consultation, 69% of them booked time and renewed prescriptions and 74% asked questions to the doctor via e-mail consultation. CONCLUSION. Doctors have offered e-mail consultation to citizens, since 1 to 5 years ago. They perceive e-mail consultation very much as an advantage and poor as an inconvenience to the citizens. Patients express themselves positively to their general practitioners about the use of e-mail consultation, while none of the doctors surveyed had negative feedback. E-mail consultation offer is still not widespread in more than 50% among doctors, and there are still a large proportion of citizens, who do not use the offer. This is likely due to a lack of information, advice and guidance to citizens about the offer, a lack of anchoring of the technology among both doctors and citizens and a more similar IT skills, on both parties.

E-mail konsultation ; Fordele for borgere ; E-mail consultation ; pros for citizens

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