title: E-mail communication in pain practice: The importance of being earnest.
abstract: BACKGROUND
  Information technology can play a vital role in meeting patient needs and reinforcing the relationship among patients and their pain physicians. However, strong resistance remains on the medical side to this type of non-frontal care.
  
  
  OBJECTIVE
  The primary objective of this study was to assess the effectiveness of an E-mail intervention on customers' satisfaction. The secondary goals were to analyze the messages from patients to their clinician (not only the volume but also the content) and the impact on client, professional and health services outcomes.
  
  
  METHODS
  A prospective, non-randomized evaluation of patients undergoing treatment for chronic pain from September 2011 to May 2012.
  
  
  METHODS
  A private, specialty referral center in Spain.
  
  
  METHODS
  Participants were users visiting the Pain Management Unit evaluated by one physician. The E-mail address of the facility was written in every medical report provided. Patient satisfaction at the end of the 8-month trial period was assessed and outcomes recorded.
  
  
  RESULTS
  Patients reported better communication with their therapist and greater satisfaction with overall care. 780 E-mails were read. Specialists received an average of 5 messages per day (standard deviation 0,3). None of them was unsuitable.
  
  
  CONCLUSIONS
  This is a prospective, single center evaluation performed by one doctor. There was no control group due to ethical considerations.
  
  
  CONCLUSIONS
  Electronic communication is a cheap, easy and feasible way to address a wide range of concerns, thus enhancing patients' satisfaction. More efforts are needed to implement routinely usage of this tool. If used appropriately, E-mail can facilitate physician-dependent interactions, promote access to care, save time and reduce costs. Concerns about billing, improper utilization, privacy and confidentiality might complicate its introduction and acceptance. Internet access remains a significant barrier to online patient-provider transference.
authors.affiliation: Consultant, Department of Anesthesia and Pain Treatment, León Hospital, León, Spain.
authors.forename: Irene Solera
authors.initials: IS
authors.lastname: Ruiz
authors.affiliation: Consultant, Department of Anesthesia and Pain Treatment, Severo Ochoa Hospital, Severo, Spain.
authors.forename: Guadalupe Población
authors.initials: GP
authors.lastname: García
authors.affiliation: Consultant, Department of Anesthesia and Pain Treatment, Torrejón Hospital, Torrejón, Spain.
authors.forename: Irene
authors.initials: I
authors.lastname: Riquelme
keywords: Chronic pain; E-mail; electronic communication; electronic self-reported outcomes; internet; net; online communication; pain clinic; pain unit; patient satisfaction; persistent pain; self-report assessment