Automated Health Care Messages and Unexpected Patient Responses

How do patients respond to automated messages from their health care system beyond simple opt out commands and what are the implications of these responses for improving health system automated messaging?In a qualitative content analysis of 743 patient text responses within an integrated health system, patients used messages in attempts to manage appointments, request help or information, correct inaccurate data, express preferences, and voice frustration. These responses extended far beyond anticipated opt-out or opt-in requests, highlighting opportunities for care improvement.In this study, patients used automated messages as opportunities for bidirectional communication; and evaluating these unexpected responses can inform the design of more transparent, responsive systems that improve patient engagement and care.

Corresponding Author: Shane R. Mueller, PhD, Institute for Health Research, Kaiser Permanente Colorado, PO Box 378066, Denver, CO 80237-8066 (shane.mueller@kp.org).

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