Wiljer David, Urowitz Sara, Apatu Emma, Leonard Kevin, Quartey Naa Kwarley, Catton Pamela
Oncology Education and the Radiation Medicine Program, Princess Margaret Hospital/University Health Network.
J Healthc Inf Manag. 2010 Winter;24(1):57-63.
Personal health records (PHR) offer great promise in transforming the patient experience, but a number of support issues must be addressed to ensure that patients have appropriate access to their health information. Two hundred and fifty breast cancer patients registered to use a portal providing access to personal health information over a six-week period. All support calls were directed to a research triage centre and redirected either to technical, clinical or psychosocial support. Log files were coded and analyzed. Two hundred and thirty-nine support contacts were logged by 122 participants. The majority was referred to technical support; the remaining contacts were directed to clinical support. Seven categories of technical support were identified: registration problems, site access, login issues, password reset, activation key issues, result access and other difficulties. In accessing their test results, patients required support in a number of technical domains, but educational and psychosocial support were not heavily utilized.
个人健康记录（PHR）在改变患者体验方面具有巨大潜力，但必须解决一些支持问题，以确保患者能够适当地获取自己的健康信息。250名乳腺癌患者注册使用一个在六周内提供个人健康信息访问权限的门户网站。所有支持电话都被转至一个研究分诊中心，然后再转至技术、临床或心理社会支持部门。对日志文件进行了编码和分析。122名参与者记录了239次支持联系。大多数被转至技术支持部门；其余联系则被转至临床支持部门。确定了七类技术支持问题：注册问题、网站访问、登录问题、密码重置、激活密钥问题、结果访问和其他困难。在获取检测结果时，患者在多个技术领域需要支持，但教育和心理社会支持的使用并不多。
