Walker Daniel M, Menser Terri, Yen Po-Yin, McAlearney Ann Scheck
Appl Clin Inform. 2018 Jan;9(1):105-113. doi: 10.1055/s-0037-1621732. Epub 2018 Feb 14.
Patient portals specifically designed for the inpatient setting have significant potential to improve patient care. However, little is known about how the users of this technology, the patients, may interact with the inpatient portals. As a result, hospitals have limited ability to design approaches that support patient use of the portal.
This study aims to evaluate the user experience associated with an inpatient portal.
We used a Think-Aloud protocol to study user interactions with a commercially available inpatient portal-MyChart Bedside (MCB). Study participants included 19 English-speaking adults over the age of 18 years. In one-on-one sessions, participants narrated their experience using the MCB application and completing eight specific tasks. Recordings were transcribed and coded into three dimensions of the user experience: physical, cognitive, and sociobehavioral.
Our analysis of the physical experience highlighted the navigational errors and technical challenges associated with the use of MCB. We also found that issues associated with the cognitive experience included comprehension problems that spurred anxiety and uncertainty. Analysis of the sociobehavioral experience suggested that users have different learning styles and preferences for learning including self-guided, handouts, and in-person training.
Inpatient portals may be an effective tool to improve the patient experience in the hospital. Moreover, making this technology available to inpatients may help to foster ongoing use of technology across the care continuum. However, deriving the benefits from the technology requires appropriate support. We identified multiple opportunities for hospital management to intervene. In particular, teaching patients to use the application by making a variety of instructional materials available could help to reduce several identified barriers to use. Additionally, hospitals should be prepared to manage patient anxiety and increased questioning arising from the availability of information in the inpatient portal application.
专门为住院环境设计的患者门户有显著潜力改善患者护理。然而，对于这项技术的使用者即患者如何与住院患者门户进行交互，我们知之甚少。因此，医院在设计支持患者使用门户的方法方面能力有限。
本研究旨在评估与住院患者门户相关的用户体验。
我们使用出声思考协议来研究用户与一款商用住院患者门户——MyChart Bedside（MCB）的交互情况。研究参与者包括19名18岁以上说英语的成年人。在一对一的环节中，参与者讲述他们使用MCB应用程序并完成八项特定任务的体验。录音被转录并编码为用户体验的三个维度：身体体验、认知体验和社会行为体验。
我们对身体体验的分析突出了与使用MCB相关的导航错误和技术挑战。我们还发现，与认知体验相关的问题包括引发焦虑和不确定性的理解问题。对社会行为体验的分析表明，用户有不同的学习风格和学习偏好，包括自主学习、使用手册和面对面培训。
住院患者门户可能是改善医院患者体验的有效工具。此外，向住院患者提供这项技术可能有助于促进在整个护理连续过程中持续使用该技术。然而，要从该技术中获益需要适当的支持。我们确定了医院管理层进行干预的多个机会。特别是，通过提供各种指导材料来教导患者使用该应用程序，有助于减少已识别的一些使用障碍。此外，医院应准备好应对患者因住院患者门户应用程序中信息的可用性而产生的焦虑和更多疑问。
