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Evaluating Digital Maturity and Patient Acceptability of Real-Time Patient Experience Feedback Systems: Systematic
Mustafa Khanbhai1, Kelsey Flott1, Ara Darzi1
1Centre for Health Policy, Imperial College London, London, United Kingdom.
Journal of Medical Internet Research
|July 26, 2019
Summary
Digital systems effectively collect real-time feedback (RTF) from patients, showing high engagement. However, most systems lack digital maturity, particularly in interoperability, hindering potential improvements in patient experience.
Area of Science:
- Health Informatics
- Patient Experience Research
- Digital Health Systems
Background:
- Real-time feedback (RTF) is crucial for enhancing patient experience.
- Digital technology is increasingly used for RTF collection.
- Factors influencing the success of digital RTF systems require evaluation.
Purpose of the Study:
- To assess the digital maturity of real-time patient experience feedback systems.
- To evaluate patient acceptability of digital RTF systems.
Main Methods:
- Systematic literature search across multiple databases (e.g., Cochrane, EMBASE, PsycINFO).
- Assessment of digital maturity using a framework with domains: capacity/resource, usage, interoperability, and impact.
- Analysis of patient and staff views on digital RTF systems.
Main Results:
- Digital RTF systems demonstrated acceptable response rates and positive patient/staff views.
- No systems achieved the highest digital maturity level; interoperability was notably absent.
- Demographic data from RTF showed overrepresentation of females, white patients, and those aged ≥65.
Conclusions:
- Patients and staff are willing to use digital RTF, replacing paper-based methods.
- Insufficient digital maturity, especially in interoperability, can impede RTF effectiveness.
- Healthcare services must prioritize digital system maturity for successful RTF implementation.
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