Understanding health care communication preferences of veteran primary care users

Sherri L. LaVela*, Gordon Schectman, Jeffrey Gering, Sara M. Locatelli, Andrew Gawron, Frances M. Weaver

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

28 Scopus citations

Abstract

Objective: To assess veterans' health communication preferences (in-person, telephone, or electronic) for primary care needs and the impact of computer use on preferences. Methods: Structured patient interviews (n=448). Bivariate analyses examined preferences for primary care by 'infrequent' vs. 'regular' computer users. Results: Only 54% were regular computer users, nearly all of whom had ever used the internet. 'Telephone' was preferred for 6 of 10 reasons (general medical questions, medication questions and refills, preventive care reminders, scheduling, and test results); although telephone was preferred by markedly fewer regular computer users. 'In-person' was preferred for new/ongoing conditions/symptoms, treatment instructions, and next care steps; these preferences were unaffected by computer use frequency. Among regular computer users, 1/3 preferred 'electronic' for preventive reminders (37%), test results (34%), and refills (32%). Conclusion: For most primary care needs, telephone communication was preferred, although by a greater proportion of infrequent vs. regular computer users. In-person communication was preferred for reasons that may require an exam or visual instructions. About 1/3 of regular computer users prefer electronic communication for routine needs, e.g., preventive reminders, test results, and refills. Practice implications: These findings can be used to plan patient-centered care that is aligned with veterans' preferred health communication methods.

Original languageEnglish (US)
Pages (from-to)420-426
Number of pages7
JournalPatient education and counseling
Volume88
Issue number3
DOIs
StatePublished - Sep 2012

Funding

This material is based on work supported by the Office of Systems Redesign, and the Office of Research and Development, Health Services Research and Development, of the Department of Veterans Affairs. The funding sources were not involved in collection, analysis, or interpretation of data, decision to submit the paper for publication, or writing of the report.

Keywords

  • Communication preferences
  • Patient participation
  • Patient-provider communication
  • Primary care

ASJC Scopus subject areas

  • General Medicine

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