Table 2.
All COVID-related messages (n = 591; 7 from the pre-COVID dataset and 584 from the COVID dataset) with code frequencies and examples from messages sent by members
| Message code | Count (%) | Example |
|---|---|---|
| Topic | ||
| App-related | 11 (64%) | Member to Administrator: “Sorry I’ve been missing few days. It’s been crazy trying to keep up with everything that us going on and trying to manage things at home. My mind has been out of focus and forgot to log in few days to track and answer the questions” |
| Medical | 344 (58%) | Member to Provider: “I wanted to see if we could have an appointment via telephone in the next few days. I understand that you are not doing in person appointments.” |
| Social | 151 (26%) | Member to Provider: “I am a little worried because I can’t work because of my health issues. So, my income (extra) has stopped. Very concerned about the house purchase now.” |
| Function | ||
| Information exchange | 487 (82%) | Member to Provider: “I keep hearing I am at more risk but that doesn’t make sense to me since I do not have cd4 counts below 500 ever. Am I right or am I missing something?” |
| Rapport building | 297 (50%) | Member to Provider: “Hi, I just want to let you know I’m very sorry for being so rude and just getting up and leaving. I had worked all night, and was tired. I keep getting bad acid reflex, and its very painful. Anyways I'm truley sorry and thanks for seeing me. You'r the best”. |
| COVID subtypes | ||
| Care coordination | 255 (43%) | Member to Provider: “Hello, I was wondering if we could set up a FaceTime (zoom, google chat, etc) appointment? Let me know. I hope you’r well. Hopefully will see you before I go!” |
| Risks/precautions | 130 (22%) | Member to Provider: “quick question about covid 19 and my hiv diagnosis. Am I still considered immune depressed given my very normal and consistent CD4 counts?” |
| Social impact | 130 (22%) | Member to Provider: “I’m fine on food right now that’s not my concern. I’m still behind on rent because I’ve been so sick and now with this covid 19 mess my job is closed until who knows when. So my biggest concern was housing assistance.” |
| Concern for others/well wishes | 101 (17%) | Member to Provider: “Thank you so much, I really do appreciate this. It seems [other provider name] is doing pretty well so far though this crazy crisis! Bless your heart for doing what you do, you are an inspiration! Please be super careful and stay awesome!” |
| Emotional/mental health impact | 91 (15%) | Member to Provider: “Great!!!! To be honest I'm a little beside myself. Worried about my children, wife and self….but….we will get thru this!!!<br>Take care of yourself and family!!!!” |
| Physical symptoms | 27 (5%) | Member to Provider: “I had all the symptoms 5 weeks later my cough is almost gone and I almost have my voice back!! It’s crazy!!! I am about 90 percent better almost there!!” |