A Decade of Veteran Voices: Examining Patient Portal Enhancements Through the Lens of User-Centered Design (Preprint)

2018 ◽  
Author(s):  
Kim M Nazi ◽  
Carolyn L Turvey ◽  
Dawn M Klein ◽  
Timothy P Hogan
Keyword(s):  
Health Care ◽  
Patient Engagement ◽  
User Feedback ◽  
Fiscal Year ◽  
Patient Portal ◽  
User Centered Design ◽  
User Characteristics ◽  
Web Based ◽  
User Centered

BACKGROUND Health care systems have entered a new era focused on patient engagement. Patient portals linked to electronic health records are recognized as a promising multifaceted tool to help achieve patient engagement goals. Achieving significant growth in adoption and use requires agile evaluation methods to complement periodic formal research efforts. OBJECTIVE This paper describes one of the implementation strategies that the Department of Veterans Affairs (VA) has used to foster the adoption and sustained use of its patient portal, My HealtheVet, over the last decade: an ongoing focus on user-centered design (UCD). This strategy entails understanding the users and their tasks and goals and optimizing portal design and functionality accordingly. Using a case study approach, we present a comparison of early user demographics and preferences with more recent data and several examples to illustrate how a UCD can serve as an effective implementation strategy for a patient portal within a large integrated health care system. METHODS VA has employed a customer experience analytics (CXA) survey on its patient portal since 2007 to enable ongoing direct user feedback. In a continuous cycle, a random sample of site visitors is invited to participate in the Web-based survey. CXA model questions are used to track and trend satisfaction, while custom questions collect data about users’ characteristics, needs, and preferences. In this case study, we performed analyses of descriptive statistics comparing user characteristics and preferences from FY2008 (wherein “FY” means “fiscal year”) to FY2017 and user trends regarding satisfaction with and utilization of specific portal functions over the last decade, as well as qualitative content analysis of user’s open-ended survey comments. RESULTS User feedback has guided the development of enhancements to core components of the My HealtheVet portal including available features, content, interface design, prospective functional design, and related policies. Ten-year data regarding user characteristics and portal utilization demonstrate trends toward greater patient engagement and satisfaction. Administration of a continuous voluntary Web-based survey is an efficient and effective way to capture veterans’ voices about who they are, how they use the patient portal, needed system improvements, and desired additional services. CONCLUSIONS Leveraging “voice-of-the-customer” techniques as part of patient portal implementation can ensure that such systems meet users’ needs in ways that are agile and most effective. Through this strategy, VA has fostered significant adoption and use of My HealtheVet to engage patients in managing their health.

Improvements in Web Based ERP Software Architecture as Implemented on the Cloud

2017 ◽  
Vol 7 (11) ◽  
pp. 22
Author(s):  
Shruti Makarand Kanade
Keyword(s):  
Health Care ◽  
Information Technology ◽  
Cloud Computing ◽  
Software Architecture ◽  
Enterprise Resource Planning ◽  
Resource Planning ◽  
Web Based ◽  
Manufacturing Company ◽  
Erp Software

 Cloud computing is the buzz word in today’s Information Technology. It can be used in various fields like banking, health care and education. Some of its major advantages that is pay-per-use and scaling, can be profitably implemented in development of Enterprise Resource Planning or ERP. There are various challenges in implementing an ERP on the cloud. In this paper, we discuss some of them like ERP software architecture by considering a case study of a manufacturing company.

scholarly journals Development and Application of a Web-based Integrated Support Service Program for Infertile Women

2021 ◽  
Vol 58 ◽  
pp. 004695802110285
Author(s):  
Jummi Park ◽  
Nayeon Shin
Keyword(s):  
Health Care ◽  
Nursing Education ◽  
Women’S Health ◽  
Women's Health ◽  
Health Management ◽  
Support Service ◽  
User Centered Design ◽  
Health Care Information ◽  
Web Based ◽  
Infertile Women

Online-based infertility education provides a health management system to patients using electronic information and technology and no face-to-face interaction with patients and experts. This is a study to develop a web-based integrated support service system to meet the health care and nursing needs of infertile women. To develop a system that is most suitable and practically helpful to infertile women, who are end users of this system, research was conducted. This education system consists of introduction to women’s health care, information on women’s health, information on organizations for women, community for infertile women, and request for consultation for health management and nursing education of infertile women. This study introduced and applied a user-centered design that maximizes the value of use by first understanding the user’s convenience and needs when developing a program.

scholarly journals Can HCI Help Increase People’s Engagement in Sustainable Development? A Case Study on Energy Literacy

2021 ◽  
Vol 13 (14) ◽  
pp. 7543
Author(s):  
Carla Pestana ◽  
Luísa Barros ◽  
Sabrina Scuri ◽  
Mary Barreto
Keyword(s):  
Renewable Energy Sources ◽  
User Centered Design ◽  
Card Sorting ◽  
Structured Interviews ◽  
Information Platform ◽  
Energy Education ◽  
Initial Results ◽  
User Centered ◽  
Education Initiatives

The adoption of energy efficiency practices and increased penetration of renewable energy sources in the power system are estimated to play a key role in the decarbonization of the energy sector, helping reduce greenhouse gas emissions and ultimately fight climate change. To foster energy transition, energy education initiatives should primarily target the citizens and be designed adopting a User-Centered Design (UCD) approach and HCI methodologies. This paper describes how UCD/HCI can inform the design of citizens’ energy education initiatives by presenting a case study—the development of an information platform targeting Madeiran citizens. The article describes the design process, from ideation to prototype and validation. Methods used in each phase (card sorting, semi-structured interviews, brainstorming sessions, think-aloud protocol and surveys) are described. Results of each phase and how they have informed the following steps are presented, together with a detailed description of the resulting information platform and initial results in terms of acceptance and interaction with the system. Our initial results support the hypothesis that adopting an HCI perspective can nurture the development of energy education initiatives targeting citizens, bringing a user-centered approach to the design of such initiatives.

scholarly journals USABILITY SISTEM PENJAMINAN MUTU STIKOM BALI MENGGUNAKAN METODE USER CENTERED DESIGN

2019 ◽  
Vol 5 (1) ◽  
Author(s):  
Ni Ketut Dewi Ari Jayanti
Keyword(s):  
Information System ◽  
Quality Assurance ◽  
Customer Satisfaction ◽  
Time On Task ◽  
User Centered Design ◽  
Success Rates ◽  
Web Based ◽  
Keywords Quality Assurance ◽  
System Task ◽  
User Centered

ABSTRACT<br />The Quality Assurance Center (PJM) is one of the units at STMIK STIKOM Bali which has the task of assisting the Chair in overseeing and controlling the entire process. One of the controls carried out is controlling customer satisfaction through implementing customer satisfaction evaluations. PJM STIKOM Bali uses a web-based quality assurance information. The use of web-based quality assurance information systems has never been measured by usability system to see whether the system built is acceptability for the PJM STIKOM Bali unit in carrying out its activities. In this study, researchers conducted a study to analyze usability in the STIKOM Bali quality assurance information system. The method used to measure usability is User Centered Design (UCD) because this method focuses on the user. In implementing the UCD method, three types of statements have been established, namely Task Complete Rate, Time on Task, and Usability Rate of System. The results achieved in this study were the success rates of respondents in completing the STIKOM Bali quality assurance information system task task of 97.67%. The average time needed by respondents to complete all tasks is 92 minutes. The usability level felt by respondents when using the quality assurance information system is 88.75%.<br />Keywords : Quality Assurance System, Usability, User Centered Design<br />ABSTRAK<br />Pusat Jaminan Mutu (PJM) adalah salah satu unit di STMIK STIKOM Bali yang memiliki tugas membantu Ketua dalam mengawasi dan mengendalikan seluruh proses. Salah satu pengendalian yang dilakukan adalah pengendalian kepuasan pelanggan melalui pelaksanaan evaluasi kepuasan pelanggan. PJM STIKOM Bali menggunakan sistem informasi penjaminan mutu berbasis web untuk mempermudah akses penjadwalan dimulai dan diakhirinya proses evaluasi kepuasan pelanggan yang diintegrasikan dengan sistem lain yang ada di STIKOM Bali. Penggunaan sistem informasi penjaminan mutu berbasis web belum pernah dilakukan pengukuran usability sistem untuk melihat apakah sistem yang dibangun sudah akseptabilitas bagi unit PJM STIKOM Bali dalam melaksanakan aktivitasnya. Pada penelitian ini peneliti melakukan penelitian untuk menganalisa usability pada sistem informasi penjaminan mutu STIKOM Bali. Metode yang digunakan untuk mengukur usability adalah User Centered Design (UCD) karena metode ini berfokus pada pengguna. Dalam implementasi metode UCD, telah ditetapkan tiga jenis pernyataan yaitu Task Complete Rate, Time on Task, dan Usability Rate of System. Hasil yang dicapai pada penelitian ini adalah tingkat keberhasilan responden dalam menyelesaikan task sistem informasi penjaminan mutu STIKOM Bali sebesar 97,67%. Waktu rata-rata yang diperlukan responden untuk menyelesaikan seluruh task adalah sebesar 92 menit. Tingkat usability yang dirasakan responden saat menggunakan sistem informasi penjaminan mutu adalah 88,75 %.<br />Kata kunci : Sistem Penjaminan Mutu, Usability, User Centered Design

scholarly journals Beyond Getting Rid of Stupid Stuff in the Electronic Health Record (Beyond-GROSS): Protocol for a User-Centered, Mixed-Method Intervention to Improve the Electronic Health Record System

10.2196/25148 ◽  
2021 ◽  
Vol 10 (3) ◽  
pp. e25148
Author(s):  
Ahmed Umar Otokiti ◽  
Catherine K Craven ◽  
Avniel Shetreat-Klein ◽  
Stacey Cohen ◽  
Bruce Darrow
Keyword(s):  
Health Care ◽  
Data Analysis ◽  
Electronic Health Record ◽  
Health Record ◽  
User Centered Design ◽  
Pilot Phase ◽  
Direct Input ◽  
Electronic Health ◽  
The Impact ◽  
User Centered

Background Up to 60% of health care providers experience one or more symptoms of burnout. Perceived clinician burden resulting in burnout arises from factors such as electronic health record (EHR) usability or lack thereof, perceived loss of autonomy, and documentation burden leading to less clinical time with patients. Burnout can have detrimental effects on health care quality and contributes to increased medical errors, decreased patient satisfaction, substance use, workforce attrition, and suicide. Objective This project aims to improve the user-centered design of the EHR by obtaining direct input from clinicians about deficiencies. Fixing identified deficiencies via user-centered design has the potential to improve usability, thereby increasing satisfaction by reducing EHR-induced burnout. Methods Quantitative and qualitative data will be obtained from clinician EHR users. The input will be received through a form built in a REDCap database via a link embedded in the home page of the EHR. The REDCap data will be analyzed in 2 main dimensions, based on nature of the input, what section of the EHR is affected, and what is required to fix the issue(s). Identified issues will be escalated to relevant stakeholders responsible for rectifying the problems identified. Data analysis, project evaluation, and lessons learned from the evaluation will be incorporated in a Plan-Do-Study-Act (PDSA) manner every 4-6 weeks. Results The pilot phase of the study began in October 2020 in the Gastroenterology Division at Mount Sinai Hospital, New York City, NY, which includes 39 physicians and 15 nurses. The pilot is expected to run over a 4-6–month period. The results of the REDCap data analysis will be reported within 1 month of completing the pilot phase. We will analyze the nature of requests received and the impact of rectified issues on the clinician EHR user. We expect that the results will reveal which sections of the EHR have the highest deficiencies while also highlighting issues about workflow difficulties. Perceived impact of the project on provider engagement, patient safety, and workflow efficiency will also be captured by evaluation survey and other qualitative methods where possible. Conclusions The project aims to improve user-centered design of the EHR by soliciting direct input from clinician EHR users. The ultimate goal is to improve efficiency, reduce EHR inefficiencies with the possibility of improving staff engagement, and lessen EHR-induced clinician burnout. Our project implementation includes using informatics expertise to achieve the desired state of a learning health system as recommended by the National Academy of Medicine as we facilitate feedback loops and rapid cycles of improvement. International Registered Report Identifier (IRRID) PRR1-10.2196/25148

Behavioral Health Patient Engagement in Video-based Visits through a Patient Portal at an Urban Safety-Net Hospital During COVID-19: Direct Patient Outreach and Case-Control Study (Preprint)

2021 ◽  
Author(s):  
Han Yue ◽  
Victoria Mail ◽  
Maura DiSalvo ◽  
Christina Borba ◽  
Joanna Piechniczek-Buczek ◽  
...  
Keyword(s):  
Mental Health ◽  
Health Care ◽  
Mental Health Care ◽  
Behavioral Health ◽  
Patient Engagement ◽  
Safety Net ◽  
Patient Portal ◽  
Patient Portals ◽  
Safety Net Hospital ◽  
Urban Safety

BACKGROUND Patient portals are a safe and secure way for patients to connect with providers for video-based telepsychiatry and help to overcome the financial and logistical barriers associated with face-to-face mental health care. Due to the coronavirus disease 2019 (COVID-19) pandemic, telepsychiatry has become increasingly important to obtaining mental health care. However, financial, and technological barriers, termed the “digital divide,” prevent some patients from accessing the technology needed to utilize telepsychiatry services. OBJECTIVE As part of an outreach project during COVID-19 to improve patient engagement with video-based visits through the hospital’s patient portal among adult behavioral health patients at an urban safety net hospital, we aimed to assess patient preference for patient portal-based video visits or telephone-only visits, and to identify the demographic variables associated with their preference. METHODS Patients in an outpatient psychiatry clinic were contacted by phone and preference for telepsychiatry by phone or video through a patient portal, as well as device preference for video-based visits, were documented. Patient demographic characteristics were collected from the electronic medical record. RESULTS One hundred and twenty-eight patients were reached by phone. Seventy-nine patients (61.7%) chose video-based visits and 69.6% of these patients preferred to access the patient portal through a smartphone. Older patients were significantly less likely to agree to video-based visits. CONCLUSIONS Among behavioral health patients at a safety-net hospital, there was a relatively low engagement with video-based visits through the hospital’s patient portal, particularly among older adults.

Global Goes GUI: A Case Study of the Introduction of User-Centered Design

1995 ◽  
Vol 39 (12) ◽  
pp. 844-847
Author(s):  
Susan M. Dray
Keyword(s):  
Lessons Learned ◽  
User Centered Design ◽  
Client Server ◽  
Organizational Issues ◽  
Development Life Cycle ◽  
Server Systems ◽  
The Us ◽  
Early Phases ◽  
User Centered

Major changes in the design process are required for Information Systems departments to make the shift from a traditional development life cycle to the user-centered methods required for the development of Client/Server systems. This type of change can be very difficult to accomplish. “Global Enterprises,” a large commodities company, headquartered in the US, is in the early phases of this shift. Their strategy has been to form a cross-functional User Interface team. The efforts underway at Global are presented to illustrate many of the typical technical and organizational issues companies face early in the process of introducing new design methods. The paper concludes by summarizing on key lessons learned.

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