A study found that billing for electronic messages through patient portals can cause confusion and create communication barriers between clinicians and patients. Clinicians hoped billing would help patients understand the value of their time and expertise, but both parties expressed confusion and altered expectations due to billing. Patients viewed fees as a subscription service and expected quick responses, while clinicians feared patients might withhold information due to fees. The study suggested automated billing could help, and education for all parties would be beneficial. Overall, the findings highlighted the importance of the patient-physician relationship in the context of billing for electronic messages.
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Study examines physician, patient attitudes toward portal message billing
