Wong Joseph Isaac Salientes, Steitz Bryan D, Rosenbloom Samuel Trent
Vanderbilt University School of Medicine, Nashville, Tennessee, USA.
Department of Biomedical Informatics, Vanderbilt University Medical Center, Nashville, Tennessee, USA.
JAMIA Open. 2019 Oct 24;2(4):456-464. doi: 10.1093/jamiaopen/ooz058. eCollection 2019 Dec.
We sought to measure patient portal satisfaction with patient portals and characterize its relationship to attitude towards computers, health literacy, portal usage, and patient demographics.
We invited 13 040 patients from an academic medical center to complete a survey measuring satisfaction, perceived control over computers, and health literacy using validated instruments (End User Computing Satisfaction, Computer Attitude Measure, and Brief Health Literacy Screen). We extracted portal usage and demographic information from the medical center data warehouse.
A total of 6026 (46.2%) patients completed the survey. The median (IQR) scores for satisfaction, computer control, and health literacy were 87% (20%), 86% (22%), and 95% (15%), respectively. The normalized mean (SD) usage of messaging, lab, appointment, medication, and immunization functions were 6.6 (2.6), 4.6 (2.4), 3.1 (1.7), 1.5 (1.2), and 0.88 (0.91) times, respectively. Logistic regression yielded significant odds ratios [99% CI] for computer control (3.6 [2.5-5.2]), health literacy (12 [6.9-23]), and immunization function usage (0.84 [0.73-0.96]).
Respondents were highly satisfied and had high degrees of computer control and health literacy. Statistical analysis revealed that higher computer control and health literacy predicted higher satisfaction, whereas usage of the immunization function predicted lower satisfaction. Overall, the analytical model had low predictive capability, suggesting that we failed to capture the main drivers of satisfaction, or there was inadequate variation in satisfaction to delineate its contributing factors.
This study provides insight into patient satisfaction with and usage of a patient portal. These data can guide the development of the patient portal, with the ultimate goal of increasing functionality and usability to enhance the patient experience.
我们试图衡量患者对患者门户网站的满意度，并描述其与对计算机的态度、健康素养、门户网站使用情况以及患者人口统计学特征之间的关系。
我们邀请了一家学术医疗中心的13040名患者，使用经过验证的工具（最终用户计算满意度、计算机态度量表和简短健康素养筛查）完成一项测量满意度、对计算机的感知控制和健康素养的调查。我们从医疗中心数据仓库中提取了门户网站使用情况和人口统计学信息。
共有6026名（46.2%）患者完成了调查。满意度、计算机控制和健康素养的中位数（四分位间距）得分分别为87%（20%）、86%（22%）和95%（15%）。消息传递、实验室、预约、用药和免疫接种功能的标准化平均（标准差）使用次数分别为6.6（2.6）次、4.6（2.4）次、3.1（1.7）次、1.5（1.2）次和0.88（0.91）次。逻辑回归得出计算机控制（3.6 [2.5 - 5.2]）、健康素养（12 [6.9 - 23]）和免疫接种功能使用情况（0.84 [0.73 - 0.96]）具有显著的优势比[99%置信区间]。
受访者满意度很高，对计算机的控制程度和健康素养也很高。统计分析表明，更高的计算机控制和健康素养预示着更高的满意度，而免疫接种功能的使用则预示着较低的满意度。总体而言，分析模型的预测能力较低，这表明我们未能捕捉到满意度的主要驱动因素，或者满意度的变化不足以确定其影响因素。
本研究为患者对患者门户网站的满意度和使用情况提供了见解。这些数据可为患者门户网站的开发提供指导，最终目标是增加功能和可用性以提升患者体验。
