White veteran high users of online portal generate and exchange more messages than certain patient minorities in the Veterans Health Administration
Background and Goal: Use of secure messaging, which lets patients communicate with clinicians or care teams through an online portal, has increased in recent years. While secure messaging can increase access to care, answering a high volume of messages can burden care teams. Researchers examined the percentage of all secure messages that were exchanged between primary care teams and high users and whether high users were also heavy users of other primary care or emergency department services.
Study approach: Researchers analyzed data from the VHA Corporate Data Warehouse, the Patient-Centered Management Module web application ...