| Phone reminder issues |
Young adults: Ineffective because they rarely check their voicemail. Sometimes I get a voicemail, and sometimes I don’t check my voicemail until a week after. I’ve never missed an appointment, but just that I read my texts all the time, so that would be nice. [Participant 394-017, age 24] Middle-aged adults: Did not mention issues with phone reminders. Messages begin too abruptly, so they miss the beginning. We older people can't just run and jump to the phone. By the time I pick up the phone, the message is done, and I heard it say 3 o'clock. I heard the 13th. I think that the message that they leave on the phone should wait until somebody picks it up. [Participant 394-036, age 64] Senior citizens: Miss reminders because of low ringtones. All I have to do is answer. My problem is that a lot of times I don't hear because the ring isn't so loud, and by the time I get to it, the caller has already hung up. [Participant 394-018, age 84]
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| Provider communication |
Young adults: Text, secure messaging, email Middle-aged adults: Phone, email Senior citizens: In-person, phone, email
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| Scheduling appointments |
Young adults: In-person after a visit, phone, PHRb Middle-aged adults: Phone, open to using PHR Senior citizens: Phone
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| Appointment reminders |
Young adults: Electronic calendar, text messages Middle-aged adults: Electronic and paper calendar, email Senior citizens: Phone calls, handwritten notes
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| Repetition |
Young adults: Dislike repetitive questions during current check-in Middle-aged adults: Do not mind repetitive questions during check-in Senior citizens: Approve of repetitive questions during the current check-in process because they believe it confirms that the right patient is being treated. I don't mind. Sometimes you will see five or six different people, and they will all ask the same thing. I think that's good. That way if they have to give you something, they are not giving it to the wrong person. [Participant 394-002, age 80]
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| Caregivers |
Young adults: Did not mention caregiver access. Middle-aged adults: Some do not want to share information with children because they want to be in control of their health care. Senior citizens: Wants caregivers to have Web access to health information.
M: I have a list of medications I carry with me all the time. She comes to the appointments, and she is my secretary.
F[spouse]: That way, I know what is going on. I ask, are there any surprises? [Participant 394-011, age 73]
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| Lab results |
Young adults: Did not mention a preference Middle-aged adults: Phone call, letter Senior citizens: Letters, email
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| Social engagement |
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