You messaged your doctor on WhatsApp. Should that be billed? For pediatricians like Laura Krynski, who lives in Buenos Aires, the volume of WhatsApp messages sent by patients’ parents has become overwhelming. She told Rest of World some of the parents get so anxious about their sick child, that they start to text her compulsively — sometimes in the middle of the night, sometimes verging on harassment. “The quality of my personal life has been affected because I’m expected to be online all the time. It’s a massive workload that cannot be monetized,” she said.For private health professionals across Latin America, WhatsApp is both a blessing and a curse. Medical practitioners in Argentina, Guatemala, and Mexico told Rest of World the app has become an essential tool for doctor-patient communication. Its use has blurred the boundaries as to what is appropriate to send and when. It also muddles the distinction between a billable medical consult and casual advice, often putting doctors in a compromising situation. “You make yourself available through WhatsApp just for emergencies or follow-ups, but once you get lab results, photos or personal medical records on your phone, you become medically responsible to handle all that information. Few of my patients understand that [medical attention] has to be paid for,” Krynski said.
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