More doctors' offices are allowing patients to communicate by e-mail, but follow these basic rules:
-- Learn your doctor's e-mail policies. Find out what questions the office is comfortable answering by computer, response times, whether messages go into your permanent medical record and who else in the office sees incoming e-mails.
-- Don't assume complete privacy. Doctors do use password-protected websites but to be safe, leave out information you wouldn't want to risk becoming public. Also be aware that other staff members, such as nurses or medical assistants, may read your message.
-- Never use e-mail for urgent questions. If you are in serious pain or have a significant new symptom, call the office -- or 911. As a rule, use the phone if a question is important enough that you are worried about response time.
-- Keep it simple ... E-mail is ideal for making an appointment, getting routine lab results, requesting a prescription refill or referral or asking an uncomplicated question such as what time of day to take a medication. Focus on a single issue at a time.
-- ... but cover basic details. Include your full name, date of birth and, if you have it, your patient identification number at the office. If you want a prescription refill, also write the name and number of the pharmacy you use.
l Don't expect an instant answer. Doctors are busy, although most offices have a policy of responding within 24 or 48 hours.
l Don't abuse the privilege. No forwarding jokes, witty sayings or lengthy medical articles you found online (unless your doctor specifically says it's OK). Avoid starting a conversation unless you have a legitimate follow-up question. Remember that in this case, e-mail isn't for casual chatting.
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