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October 24, 2013 12:00 AM

Public uneasy about paying for docs' e-mail consults

Andis Robeznieks
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    Key elements of the patient-centered medical home practice model are complex care coordination and increased communication with patients. The trick is finding someone to pay for that work.

    While getting insurance companies to pay for care coordination has been a major focus of the implementation effort, a new survey suggests the public may not be eager to pay for their share of enhanced communication. At least that appears to be the case with parents seeking e-mail consults with their children's doctor.

    Only about 6% of parents now get e-mail advice from their child's healthcare provider, although 77% would do so if that service were available, according to the 1,420 parents surveyed in June by the University of Michigan C.S. Mott Children's Hospital, Ann Arbor.

    When asked what they thought would be a reasonable charge for an e-mail consultation, 48% of the respondents said $0.

    Of the rest, 42% said $5 to $15 would be acceptable; 10% were OK with a $20 to $25 fee; and less than 1% found a fee of $30 or more to be reasonable.

    That finding is problematic, said Sarah Clark, associate director of the National Poll on Children's Health and associate research scientist in the University of Michigan department of pediatrics.

    Clark noted in a news release that providers say parents don't appreciate the “unseen workload” of e-mail consultation. This includes reviewing a child's history, documenting the e-mail conversation in an electronic health record, and the effort involved with ensuring that privacy and security are maintained in electronic messages.

    That's why some who already provide this kind of service find it easier to support it via a monthly or annual fee rather than a per-consult charge.

    Clark said it was hoped that this survey starts a conversation about the use and payment for service delivered via e-mail.

    That conversation, however, is expected to be free of charge.

    Follow Andis Robeznieks on Twitter: @MHARobeznieks

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    • Blogs
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      • HIMSS 2023
    • Opinion
      • Breaking Bias
      • Commentaries
      • Letters
      • From the Editor
    • Events & Awards
      • Awards
        • Nominate/Eligibility
        • 100 Most Influential People
        • 50 Most Influential Clinical Executives
        • Best Places to Work in Healthcare
        • Excellence in Governance
        • Health Care Hall of Fame
        • Healthcare Marketing Impact Awards
        • Top 25 Emerging Leaders
        • Top Innovators
        • Diversity in Healthcare
          • - Luminaries
          • - Top 25 Diversity Leaders
          • - Leaders to Watch
        • Women in Healthcare
          • - Luminaries
          • - Top 25 Women Leaders
          • - Women to Watch
      • Conferences
        • Digital Health Transformation Summit
        • ESG: The Implementation Imperative Summit
        • Leadership Symposium
        • Social Determinants of Health Symposium
        • Women Leaders in Healthcare Conference
      • Galas
        • Best Places to Work Awards Gala
        • Health Care Hall of Fame Gala
        • Top 25 Diversity Leaders Gala
        • Top 25 Women Leaders Gala
      • Virtual Briefings
        • - Hospital of the Future
        • - Value Based Care
        • - Hospital at Home
        • - Workplace of the Future
        • - AI and Digital Health
        • - Future of Staffing
        • - Hospital of the Future (Fall)
      • Webinars
    • Multimedia
      • Podcast - Beyond the Byline
      • Sponsored Podcast - Healthcare Insider
      • Sponsored Video Series - One on One
      • Sponsored Video Series - Checking In with Dan Peres
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