BMJ  2004;328 (15 May), doi:10.1136/bmj.328.7449.0

Online communication improves the quality of health care

Web based chronic care programmes may shift the focus of attention on to patients' daily needs and make them feel more secure and supported. Ralston and colleagues (p 1159) interviewed nine patients taking part in "living with diabetes," a web based disease management programme to support the care of patients with type 2 diabetes. They found that participants were more secure about their health and health care, and felt they were looked after more closely by their healthcare providers. When the programme did not work as expected, however, patients felt more isolated, and unmet expectations attenuated the positive impact of the programme. Web based support promotes a collaborative relationship between patients and healthcare providers, say the authors, but it is important to be open about what the programme can and cannot deliver.

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Patients' experience with a diabetes support programme based on an interactive electronic medical record: qualitative study

James D Ralston, Debra Revere, Lynne S Robins, and Harold I Goldberg
BMJ 2004 328: 1159. [Abstract] [Full Text] [PDF]