The Role of Measurement in Identifying High-Intensity Secure Message Senders Among Older Adults: Observational Study

Background

Use of secure messaging within the patient portal has grown rapidly over recent years, yet clinical workflows, staffing models, and billing practices have generally not been comprehensively adapted to support this increasing volume of messages. Little is known about the characteristics of patients who are high-volume message senders, and we lack a nuanced understanding of patient messaging intensity beyond measures accounting for sheer volume, limiting health system efforts to anticipate message-related workflow demands and allocate resources effectively.