Background: The landscape of healthcare delivery in hematology has undergone significant transformations with the increasing adoption of telehealth services for appointments and communications in conjunction with the 2016 21st Century Cures Act providing patients complete access to their health information. Digital healthcare services in hematology offer benefits, including convenience and equitable access to those limited by travel or financial burdens. However, they also have inherent risks, including loss of in-person communication, disparities in access to technology, differences in digital literacy, and increased provider workload and burnout. Thus, we analyzed contemporary utilization patterns of hematology healthcare and provider preferences to optimize implementation of evolving hybrid care models.

Methods: We analyzed data from the Mayo Clinic (Rochester, MN) Hematology Appointments Office and the Hematology Call Center as well as digital messaging practices using Epic's SlicerDicer tool. Data was collected between January 2023 and January 2025, during which patients had access to the electronic health record (EHR) and direct messaging capabilities. An optional survey was distributed to Hematology providers including physician consultants, fellows, and advanced practice providers (APP) to assess practice preferences.

Results: During the analyzed period, a total of 85,899 hematology appointments were completed and captured all adult ages, including 18-34 (4.6%), 35-49 (9.2%), 50-64 (25.3%), 65-79 (48.3%), and 80+ (12.6%). Although in-person, video, and telephone visit options were available, in-person visits predominated across all age groups, with 80.6% of all completed appointments occurring in-person, 12.9% via video, and 6.5% via telephone. Notably, patients aged 80+ had the second highest combined use of video and telephone visits, with over 20% of their appointments conducted virtually. There was a total of 6,893 no-show and cancelled appointments, with 79.9% of these scheduled in-person, 14.8% via video, and 5.3% via telephone.

There were over 4,000,000 portal messages in the hematology division with over 1,000,000 sent directly to hematology providers. Patients sent 105,284 new messages, of which 47.2% were new patient advice requests to providers which cascaded to 343,103 additional messages. Patients made 155,036 telephone calls, which cascaded to 407,578 messages over the portal, 78.5% of which were sent directly to providers. Notably, utilization of both portal messaging and telephone calls was similar across all age cohorts, including those 80+ years. Providers only initiated 14,159 new messages to patients yet sent a total of 354,172 messages.

The hematology provider survey had a response rate of 42% (53 of 129). Respondents included 45.3% consultants, 45.3% fellows, and 9.4% APPs. 92.5% and 90.6% of providers preferred in-person appointments for new visits and established visits on therapy, respectively. In contrast, 52.8% preferred virtual appointments for established patients not currently receiving therapy. 73.6% and 52.8% of survey respondents either strongly agreed or agreed that virtual appointments are advantageous for patients and providers, respectively. Additionally, only 49.1% felt portal messages were necessary to provide high quality care and 64.2% preferred appointments over communicating through messages. 86.8% of providers reported spending more than 30 minutes daily responding to in-basket messages, however, 94.3% reported not routinely billing for their time.

Conclusions: In the digital era, hematology healthcare delivery is multifaceted and increasingly demanding with high rates of patient engagement in their care via various mediums. To our knowledge, this is the largest analysis combining EHR utilization and appointment data with provider preferences to better understand digital hematology care. Digital appointments and communications were common amongst all age groups, including older patients, and had relatively low cancellations rates. Promotion of virtual visits to facilitate patient-provider conversations in addition to standardization of digital communication workflows are low-risk, high-yield interventions to mitigate the cascading of EHR-based communications, especially for those not actively receiving therapy. Together, these could decrease provider burnout while increasing healthcare system operational capacities to provide optimal patient care and satisfaction.

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2025
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