Table 4.
Message resolution within SM by message content category
| Message content | Overall (N = 945) |
||||
|---|---|---|---|---|---|
| N and percentage of patient-initiated messages | Message resolution |
||||
| Fully addressed | Partially addressed | Acknowledged | None/Don’t Know | ||
| Medication renew or refill | 446 (47.2) | 350 (78.5) | 47 (10.5) | 1 (0.2) | 48 (10.8) |
| Scheduling | 166 (17.6) | 130 (78.8) | 12 (7.3) | 0 (0.0) | 23 (13.9) |
| Medication issue | 122 (12.9) | 79 (64.8) | 17 (13.9) | 1 (0.8) | 25 (20.5) |
| Health issue | 120 (12.7) | 68 (56.7) | 12 (10.0) | 2 (1.7) | 38 (31.7) |
| Referral | 66 (7.0) | 51 (77.3) | 7 (10.6) | 1 (1.5) | 7 (10.6) |
| Administrative | 61 (6.5) | 48 (78.7) | 3 (4.9) | 0 (0.0) | 10 (16.4) |
| Test result | 51 (5.4) | 44 (86.3) | 3 (5.9) | 0 (0.0) | 4 (7.8) |
| Test issue | 49 (5.2) | 41 (83.7) | 4 (8.2) | 0 (0.0) | 4 (8.2) |
| FYI informing | 46 (4.9) | 19 (41.3) | 7 (15.2) | 2 (4.3) | 18 (39.1) |
| MHV/SM/technology-related | 39 (4.1) | 30 (76.9) | 0 (0.0) | 0 (0.0) | 8 (20.5) |
| Appreciation | 37 (3.9) | 23 (62.2) | 0 (0.0) | 0 (0.0) | 14 (37.8) |
| Self-reporting | 26 (2.8) | 15 (57.7) | 0 (0.0) | 1 (3.8) | 10 (38.5) |
| Life issue | 14 (1.5) | 6 (42.9) | 0 (0.0) | 0 (0.0) | 8 (57.1) |
| Complaint | 14 (1.5) | 8 (57.1) | 0 (0.0) | 0 (0.0) | 6 (42.9) |
| Other | 14 (1.5) | 7 (50.0) | 0 (0.0) | 1 (7.1) | 6 (42.9) |