Improving secure messaging: A framework for support, partnership & information-giving communicating electronically (SPICE)

•A Best-Worst experiment asked respondents to rank replies from doctors.•Patients wanted replies to have support, partnership, and information-giving.•Response times were not important relative to the other attributes considered. Patient-centered communication benefits patients and is widely endorse...

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Bibliographic Details
Published in:Patient education and counseling 2021-06, Vol.104 (6), p.1380-1386
Main Authors: Alpert, Jordan M., Wang, Shu, Bylund, Carma L., Markham, Merry Jennifer, Bjarnadottir, Ragnhildur I., Lee, Ji-Hyun, Lafata, Jennifer Elston, Salloum, Ramzi G.
Format: Article
Language:English
Subjects:
Discrete Choice Experiment
Nursing
Patient Portal
Patient-Centered Communication
Patient-Provider Communication
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Summary:•A Best-Worst experiment asked respondents to rank replies from doctors.•Patients wanted replies to have support, partnership, and information-giving.•Response times were not important relative to the other attributes considered. Patient-centered communication benefits patients and is widely endorsed. However, it is primarily associated with face-to-face contexts, although patients are increasingly using electronic platforms, such as secure messaging in patient portals, to communicate with providers. Given the popularity of secure messaging and its ability to impact the patient-provider relationship, this study aimed to determine which attributes of patient-centered communication are most desired by cancer patients using secure messaging. A 26 balanced incomplete block design discrete choice experiment was conducted using the best-worst scaling technique. Respondents were asked to select their most and least preferred attributes of two simulated patient-provider exchanges within each of eight choice sets. 210 respondents indicated that either level of partnership (high and low) and either level of information-giving (high and low) were most preferred, while response times greater than 24 hours and low levels of support were least favored. Similar to face-to-face communication, patients value aspects of patient-centered communication in the secure messaging setting and desire them to be included in provider replies. Patient-centered communication is important to patients using secure messaging. Providers should incorporate SPICE (Support, Partnership, and Information-giving while Communicating Electronically).
ISSN:0738-3991
1873-5134
DOI:10.1016/j.pec.2020.11.021