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. 2016 Jul;66(648):e467-73.
doi: 10.3399/bjgp16X685273. Epub 2016 May 9.

Email communication at the medical primary-secondary care interface: a qualitative exploration

Rod Sampson, Rosaline Barbour, Philip Wilson

Email communication at the medical primary-secondary care interface: a qualitative exploration

Rod Sampson et al. Br J Gen Pract. 2016 Jul.

Abstract

Background: There is little published research into the influence of email communication between primary and secondary care clinicians on patient care.

Aim: To explore the use of email communication between clinicians across the primary- secondary care interface, and how this may relate to patient care.

Design and setting: A qualitative study involving primary and secondary care services in the NHS Highland Health Board area, Scotland. Ten GPs and 12 hospital consultants were purposively sampled to reflect diversity.

Method: Eligible clinicians were invited to take part in a semi-structured interview. Data were analysed using a thematic analysis approach.

Results: Key themes that emerged for clinicians included general perceptions of email; using email in practice (managing workload, impact on patient journeys, and 'quick answers'); system issues (variability and governance); relational aspects; and email skills.

Conclusion: Email communication between primary and secondary care clinicians generally has a positive impact on patient access to specialist expertise. Governance issues around the use of clinical email need to be defined. There may currently be a two-tier health service for those patients (and their GPs) requiring 'quick answers'.

Keywords: email; interface; patient care; primary health care; relationship; secondary care.

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