Communication Behavior Changes Between Patients With Diabetes and Healthcare Providers Over 9 Years: Retrospective Cohort Study

Abstract

Background Health organizations and patients interact over different communication channels and are harnessing digital communications for this purpose. Assisting health organizations to improve, adapt, and introduce new patient–health care practitioner communication channels (such as patient portals, mobile apps, and text messaging) enhances health care services access. Objective This retrospective data study aims to assist health care administrators and policy makers to improve and personalize communication between patients and health care professionals by expanding the capabilities of current communication channels and introducing new ones. Our main hypothesis is that patient follow-up and clinical outcomes are influenced by their preferred communication channels with the health care organization. Methods This study analyzes data stored in electronic medical records and logs documenting access to various communication channels between patients and a health organization (Clalit Health Services, Israel). Data were collected between 2008 and 2016 from records of 311,168 patients diagnosed with diabetes, aged 21 years and over, members of Clalit at least since 2007, and still alive in 2016. The analysis consisted of characterizing the use profiles of communication channels over time and used clustering for discretization purposes and patient profile building and then a hierarchical clustering and heatmaps to visualize the different communication profiles. Results A total of 13 profiles of patients were identified and characterized. We have shown how the communication channels provided by the health organization influence the communication behavior of patients. We observed how different patients respond differently to technological means of communication and change or don’t change their communication patterns with the health care organization based on the communication channels available to them. Conclusions Identifying the channels of communication within the health organization and which are preferred by each patient creates an opportunity to convey messages adapted to the patient in the most appropriate way. The greater the likelihood that the therapeutic message is received by the patient, the greater the patient's response and proactiveness to the treatment will be. International Registered Report Identifier (IRRID) RR2-10.2196/10734

Network and Systems Medicine: Position Paper of the European Collaboration on Science and Technology Action on Open Multiscale Systems Medicine

“…Personalized services focusing on patients' needs and preferences were implemented based on this analysis. 140,141 Altogether, to increase the frequency of successful translational stories, the research enterprise needs to re-design research studies by considering the complexity and variability of human physiology, and by collecting high-dimensional datasets that will allow researchers to identify confounding variables and to stratify populations at early phases of biomarker discovery. As the ''omics'' term is expanding to wider systems, all of these have to be interrelated.…”

“…This approach induces, at least for part of the population, proactive behavior and engagement in follow-up and treatment when relevant. 140,141 The HMOs around the world are developing digital services, such as online counseling services, which integrate videocalls to physicians when the clinics are closed. This kind of consultation is based on the overall patient's data shared over the electronic medical record, thus allowing any health care practitioner to have a clear view of the patient anamnesis and therefore delivering low-biased recommendations and treatment.…”

“…138 , 139 This digital revolution is also allowing the health care system to integrate new tools supporting teleconsultation and tele-diagnostic systems, and to continuously develop and integrate innovating tools for both patients and health care providers. 140 , 141 The main purpose of a large number of communication channels available today is to provide new ways to search, get, and share health-related information and knowledge. Nevertheless, the level by which health care customers and practitioners used these channels depends on numerous environmental factors such as economics, culture, and regulations.…”

“…Personalized services focusing on patients' needs and preferences were implemented based on this analysis. 140 , 141 …”

“Will you hear my voice?”: to engage older patients online, listen to them about their lives offline

“…A recent analysis of the communication patterns of 300,000 diabetics sounded an important reminder about listening to individual needs. “Improving patient engagement cannot rely solely on technological solutions,” it concluded, but “must be accompanied by complementary means.” For instance, some patients may prefer text messages, while others prefer talking directly with a nurse or doctor [ 5 ]. At times, the most effective approach may be to integrate portal information into phone conversations or face-to-face contact [ 6 ].…”