Patient Perspectives on Physician Accessibility Through Mobile Communication: A Cross-Sectional Study from a Tertiary Hospital in Pakistan

Background: The rise of electronic communication has transformed healthcare delivery by improving accessibility and continuity of care. However, concerns remain regarding physician workload, patient safety, and the medicolegal implications of virtual consultations. This study aimed to assess patient satisfaction with having their physician’s phone number and to analyze contact patterns and behaviors associated with this practice. Methods: A cross-sectional Knowledge, Attitude, and Practice (KAP) study was conducted at Aga Khan University Hospital, Karachi. Patients aged ≥18 years with access to digital communication were recruited via convenience sampling. A bilingual (Urdu and English) 22-item questionnaire, developed from a literature review and expert feedback, was administered using Google Forms. Data were analyzed using SPSS v28 with multinomial logistic regression to identify significant associations. Results: Out of 209 respondents, 79.4% expressed interest in obtaining their physician’s contact number, and 86.6% believed it would improve the physician-patient relationship. Most (96.2%) viewed cell phones as an effective communication tool, though 50.2% were concerned about miscommunication. While 78.9% would limit calls to emergencies, 21.1% would contact physicians freely. Concerns about intrusion into physicians' private time (72.2%) and clinical workflow (64.1%) were prominent. Notably, 84.2% believed physicians were legally liable for phone consultation errors. Education level was significantly associated with contact patterns, with patients of lower educational backgrounds more likely to use phone calls over digital messaging platforms. Conclusion: Patients show a strong preference for direct phone communication with physicians, driven by perceived improvements in trust and security. However, this may increase physician burden and medico-legal risk. Structured consultation hours, digital literacy initiatives, and fair compensation models may help balance patient access with professional boundaries in digital healthcare settings.