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Factors affecting acceptance of a Web-based self-referral system
Eung-Hun Kim1, David T Linker, Anil Coumar
1Departments of Electrical Engineering and Bioengineering, University of Washington, Seattle, WA 98195, USA. kage@u.washington.edu
Summary
A web-based self-referral system improved patient satisfaction when clinics were prepared for increased workload and handled online requests promptly. Physician leadership also impacted system acceptance.
Area of Science:
- Health Informatics
- Digital Health
- Patient Engagement
Background:
- Increasing patient access to online health information empowers them to seek specialist care.
- Self-referral to specialists is becoming more common, necessitating efficient patient management systems.
Purpose of the Study:
- To develop and evaluate a web-based self-referral system for patient use in specialty clinics.
- To identify factors influencing the adoption and patient satisfaction with the self-referral system.
Main Methods:
- A web-based self-referral system was implemented in three specialty clinics at the University of Washington.
- Clinic adoption, patient request handling times, patient satisfaction, and physician leadership were assessed.
Main Results:
- Two clinics adopted the system for routine use; one did not.
- Prompt handling of online patient requests significantly increased patient satisfaction.
- Clinic preparedness for system-induced workload changes and physician championship influenced system acceptance.
Conclusions:
- Web-based self-referral systems can enhance patient engagement and satisfaction.
- Successful implementation requires clinic preparedness, efficient workflow integration, and strong physician leadership.
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