Table 1.

Message topic and function frequencies by sender type across the entire qualitative dataset

Message code	Member sender (n = 2902)	Provider sender (n = 2278)	Administrator sender (n = 1488)	Example
Topic
App-related	504 (17%)	65 (3%)	1429 (96%)	Member to Administrator: “I got a moto g7 I need to transfer my phone but I’m not going to do it until I speak to you”
Medical	1877 (62%)	1716 (75%)	47 (3%)	Member to Provider: “I got 1 more pill at this point. Never run out b4 I come to clinic, so I was wondering if that particular script was put in..”
Social	723 (25%)	651 (29%)	47 (3%)	Member to Provider: “I’m having transportation issues today and I’m having to put my car in the shop… I will have to reschedule my appointment with you today”
Function
Information exchange	2342 (81%)	2029 (89%)	1423 (96%)	Member to Administrator: “I don’t see where I can set it to use fingerprint again. I uninstalled the app and reinstalled it and still don’t see it. Help”
Rapport	1213 (42%)	1051 (46%)	473 (32%)	Provider to Member: “how are you? I’ve been so excited to see that your viral loads have been undetectable—congratulations!!!”