title: Understanding health care communication preferences of veteran primary care users.
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%).
  
  
  CONCLUSIONS
  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.
  
  
  CONCLUSIONS
  These findings can be used to plan patient-centered care that is aligned with veterans' preferred health communication methods.
authors: Department of Veterans Affairs, Edward Hines Jr. VA Hospital, Hines, IL, USA. Sherri.LaVela@va.gov
authors: Sherri L
authors: SL
authors: LaVela
authors: Gordon
authors: G
authors: Schectman
authors: Jeffrey
authors: J
authors: Gering
authors: Sara M
authors: SM
authors: Locatelli
authors: Andrew
authors: A
authors: Gawron
authors: Frances M
authors: FM
authors: Weaver
mesh_terms: D000368:Aged; D015331:Cohort Studies; D003142:Communication; D032882:Comprehension; D034742:Electronic Mail; D005260:Female; D058015:Health Communication / Q000379:methods*; D006801:Humans; D020407:Internet; D007407:Interviews as Topic; D008297:Male; D008875:Middle Aged; D010358:Patient Participation; D057240:Patient Preference; D018802:Patient-Centered Care; D010817:Physician-Patient Relations; D011320:Primary Health Care / Q000379:methods / Q000706:statistics & numerical data*; D013689:Telephone; D014481:United States; D014728:Veterans