Barriers and Enablers to Asynchronous Secure Messaging Use in Hospital-Based Ambulatory Specialty Clinics in Ontario, Canada: Convergent Mixed Methods Study

Background

The COVID-19 pandemic accelerated the adoption of virtual care, including patient-to-provider asynchronous secure messaging (ASM). However, while ASM offers access and convenience, the surge in message volume can increase physician workload and contribute to burnout. Furthermore, it has raised additional concerns about message appropriateness, medicolegal liability, and sustainability of this communication virtual care modality.