Humanizing Patient-Centered Health Information Systems: Using Critical Incidents Data to Increase Engagement and Promote Healthy Behaviors

• In Event: Health Information Seeking

Abstract

This study examined patients’ and providers’ perceptions about the interactivity, utility, and quality of information provided on an online patient health information portal to guide evidence-based refinements in the system for promoting treatment adherence, participation in preventive services, and health education. In-depth personal interviews with nineteen patients and two focus groups with providers were conducted, for a total of 32 participants. The Critical Incident Technique was employed in both the interviews and focus groups, resulting in over 150 unique incidents that exemplified key situations when respondents found the system extremely effective or ineffective. Positive narratives accounted for 30% of incidents and included (1) the system’s ease and access, (2) ability to empower patients and (3) generate efficiencies for providers. The other 70% of incidents were negative and consisted of four main themes: (1) communication gaps, (2) generic content; (3) technical issues and (4) increased workloads.

Authors

• Jordan Alpert, George Mason U

• Gary L. Kreps, George Mason U

• Kevin B. Wright, George Mason U

• Linda Desens, George Mason U