Department of Veterans Affairs, Veterans and Consumers Health Informatics Office, Office of Health Information, Veterans Health Administration, Washington, DC, USA.
J Am Med Inform Assoc. 2010 Mar-Apr;17(2):203-11. doi: 10.1136/jamia.2009.000240.
Consumer research reveals considerable interest in the use of Personal Health Records (PHRs), yet adoption remains relatively low. Both adopters and nonadopters represent important perspectives from which to understand this paradox.
This study focuses on direct feedback from adopters obtained using the American Customer Satisfaction Index (ACSI) survey on the My HealtheVet PHR portal (http://www.myhealth.va.gov) of the Veterans Health Administration (VHA). The results represent a source of direct feedback with which to better understand veterans' needs and preferences.
The ACSI Survey was implemented in October 2007 to measure satisfaction and elicit information about characteristics and preferences of My HealtheVet PHR adopters. The data represent a continuous random sample of site visitors who have navigated at least four pages on the site. A total of 100 617 surveys were completed (17.2%).
Satisfaction with My HealtheVet is high (8.3/10.0), and users are highly likely to return to the site (8.6/10.0) and recommend the site to other veterans (9.1/10.0). The majority of system adopters are male (91%), between the ages of 51 and 70 (68%), and served in the Vietnam War (60%). Most veterans currently visit the site to utilize pharmacy-related features.
VHA has used the ACSI to monitor satisfaction, and to better understand the characteristics, needs, and preferences of early adopters. The data provide an important source of direct feedback to inform program development. Future research will include monitoring the impact of enhancements and new features on satisfaction, and conducting additional research with nonadopters to identify barriers to adoption and use.
消费者研究显示，人们对使用个人健康记录（PHR）有相当大的兴趣，但采用率仍然相对较低。采用者和非采用者都代表了理解这一悖论的重要视角。
本研究侧重于通过美国客户满意度指数（ACSI）调查，从退伍军人健康管理局（VHA）的 My HealtheVet PHR 门户（http://www.myhealth.va.gov）获得采用者的直接反馈。结果代表了更好地了解退伍军人需求和偏好的直接反馈来源。
ACSI 调查于 2007 年 10 月实施，以衡量满意度，并收集有关 My HealtheVet PHR 采用者特征和偏好的信息。数据代表了至少在网站上浏览了四个页面的网站访问者的连续随机样本。共完成了 100617 次调查（17.2%）。
My HealtheVet 的满意度很高（8.3/10.0），用户很有可能再次访问该网站（8.6/10.0）并向其他退伍军人推荐该网站（9.1/10.0）。大多数系统采用者为男性（91%），年龄在 51 至 70 岁之间（68%），并参加过越南战争（60%）。大多数退伍军人目前访问该网站是为了利用与药房相关的功能。
VHA 使用 ACSI 来监测满意度，并更好地了解早期采用者的特征、需求和偏好。这些数据提供了一个重要的直接反馈来源，可用于告知项目开发。未来的研究将包括监测增强功能和新功能对满意度的影响，并对非采用者进行额外的研究，以确定采用和使用的障碍。
