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Electronic referrals: what matters to the users.

Jim Warren1, Yulong Gu, Karen Day

  • 1National Institute for Health Innovation, University of Auckland, New Zealand.

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Electronic referral (eReferral) systems improve data transparency and workflow efficiency for clinicians and administrative staff. User involvement in design and iterative improvements are crucial for maximizing benefits and enhancing usability.

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Area of Science:

  • Health Informatics
  • Healthcare Management
  • Digital Health Systems

Background:

  • Evaluation of three electronic referral (eReferral) system implementations across New Zealand District Health Boards.
  • Study conducted between September 2010 and May 2011.

Purpose of the Study:

  • To assess user perspectives on eReferral systems.
  • To identify benefits and challenges of eReferral implementation.
  • To explore opportunities for improving health IT in referral processes.

Main Methods:

  • Qualitative and quantitative data collection through project documentation, database records, and stakeholder interviews.
  • Interviews with 78 clinical, management, and operational stakeholders across three regions.
  • Comparative analysis of themes emerging from user experiences.

Main Results:

  • Users reported benefits including improved data availability, transparency, and quality.
  • Work transformation was noted, with reduced administrative handling and convenience from auto-population.
  • Enhanced visibility of referral data and status was a key advantage.
  • Desire for improved two-way communication between community and hospital settings was expressed.

Conclusions:

  • eReferral systems offer significant advantages in data visibility, quality, and workflow transformation.
  • User involvement in design, implementation, and refinement is critical for success.
  • Iterative approaches guided by user experience are essential to maximize health IT benefits.
  • Further investigation into the impact of structured eReferrals on clinical workload is warranted.