Impact of E-Visit Billing on Patient Portal Messaging Volume

The implementation of billing for electronic visit (e-visit) services in response to patient-initiated messages has led to a noticeable decrease in the volume of these messages, according to recent research published in a respected medical journal. This study analyzed the effects of charging for e-visit consultations on the messaging behavior of patients seeking medical advice through online portals.

Researchers conducted a comprehensive analysis comparing the frequency of patient-initiated medical advice messages before and after the introduction of e-visit billing. The study involved a retrospective observation and a prospective survey aimed at understanding health system providers' perceptions regarding this billing model.

Findings from the research indicate that in the six-month period following the implementation of e-visit billing, there was an 8.8% reduction in the number of medical advice message threads initiated by patients. Specifically, from August 18, 2023, to February 18, 2024, a total of 5,183 messages were billed, accounting for only 0.3% of total messages.

Moreover, patients who opted to send a message after acknowledging the billing disclaimer displayed no significant difference in their usage of emergency services within a week, compared to those who chose not to initiate a message. Health care providers involved in the study reported a general acceptance of the e-visit billing process; however, they expressed concerns about the potential increase in their workload resulting from this new system.

The authors of the study emphasize the importance of continuously enhancing digital health care practices to improve patient interactions. They advocate for optimizing these processes in a way that not only enhances patient satisfaction and clinical outcomes but also minimizes the burden on health care teams to prevent burnout.

This research underscores the evolving landscape of digital health care and the necessity for health systems to adapt to changes that affect patient engagement and service delivery. As e-visit billing becomes more prevalent, it is crucial for health care providers to balance operational efficiency with patient-centered care.