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Understanding Context of Electronic Messages Between Diabetes Patients and Physicians
Abstract
This paper is a part of an extensive research, where our overall objective is to understand the implications of messaging service to provider efficiency and use of resources. We wish to map the intervention’s effects to patient care processes and use of different communication medias. From earlier results of studying the same cohort we know that online messaging replaces communication in via other channels such as telephone and visits to the office. The objective of this paper is to analyze the nature of messages sent via the online channel. This study looks at two specific research questions: 1) What types of requests are submitted by the patients 2) how can the requests be categorized.
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