title: The origin, content, and workload of e-mail consultations.
abstract: BACKGROUND
  Despite the common use of e-mail, little beyond anecdote or impressions has been published on patient-clinician e-mail consultation.
  
  
  OBJECTIVE
  To report our experiences with free-of-charge e-mail consultations.
  
  
  METHODS
  Retrospective review of all e-mail consultation requests received between November 1, 1995, and June 31, 1998.
  
  
  METHODS
  Consecutive e-mail consultation requests sent to the Division of Pediatric Gastroenterology at the Children's Medical Center of the University of Virginia in Charlottesville.
  
  
  METHODS
  Number of consultation requests per month, time required to respond, who initiated the request and their geographic origin, and the kind of information requested in the consultation.
  
  
  RESULTS
  During the 33-month period studied, we received 1239 requests, an average (SD) of 37.6 (15.9) each month. A total of 1001 consultation requests (81%) were initiated by parents, relatives, or guardians, 126 (10%) by physicians, and 112 (9%) by other health care professionals. Consultation requests were received from 39 states and 37 other countries. In 855 requests (69%), there was a specific question about the cause of a particular child's symptoms, diagnostic tests, and/or therapeutic interventions. In 112 (9%), the requester sought a second opinion about diagnosis or treatment for a particular child, and 272 consultations (22%) requested general information concerning a disorder, treatment, or medication without reference to a particular child. A total of 1078 requests (87%) were answered within 48 hours of the initial request. On average, reading and responding to each e-mail took slightly less than 4 minutes.
  
  
  CONCLUSIONS
  E-mail provides a means for parents, guardians, and health care professionals to obtain patient and disease-specific information from selected medical consultants in a timely manner.
authors.affiliation: Division of Pediatric Gastroenterology and Nutrition, University of Virginia Health Sciences Center, Charlottesville 22908, USA. Witz@Virginia.edu
authors.forename: S M
authors.initials: SM
authors.lastname: Borowitz
authors.forename: J C
authors.initials: JC
authors.lastname: Wyatt
mesh_terms: D003142:Communication; D003195:Computer Communication Networks; D006801:Humans; D010353:Patient Education as Topic; D010372:Pediatrics; D010817:Physician-Patient Relations; D010818:Practice Patterns, Physicians'; D011787:Quality of Health Care; D012017:Referral and Consultation; D012189:Retrospective Studies; D016526:Workload