Using Secure Messaging to Improve Patient-to-Provider Communication Among Active Duty Service Members

Abstract

Problem Statement: Secure messaging has the ability to improve patient-to-provider communication and patient self-management skills; however, low usage rates among Active Duty Service Members decreases its potential to initiate self-care management behavior and increase access to timely healthcare. Little is known about the barriers of secure messaging use in this population. Purpose: Identify barriers to secure messaging adoption and use among Active Duty Service Members. Methods: In this system assessment project, ten individual interviews with Active Duty Service Members and three interviews with providers will be conducted in a primary care clinic in Sigonella, Italy to assess behavior, attitudes and perception of secure messaging. Significance: Barriers reported by Active Duty Service Members were difficulty accessing website and lack of patient knowledge of secure messaging features. It is unclear if Active Duty Service Members receive formal education on how to navigate secure messaging prior to their use at the primary clinic. Therefore, employing educational and skill-based interventions to address these barriers, prior to use at the primary care clinic, should improve secure messaging utilization among Active Duty Service Members and, ultimately, increase patient-to-provider communication.