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Assessing Patient Satisfaction and Experience With an Electronic Referral Process
Heba Tallah Mohammed1, Lori-Anne Huebner
1eHealth Centre of Excellence, Waterloo, Ontario, Canada (Dr Mohammed and Ms Huebner); and Department of Family Medicine, McMaster University, Hamilton, Ontario, Canada (Ms Huebner).
Quality Management in Health Care
|December 20, 2019
Summary
Electronic referrals (eReferral) and email notifications significantly improve patient experience in healthcare. Patients reported increased satisfaction, efficiency, and control over their care through this digital system.
Area of Science:
- Health Informatics
- Patient Experience Research
- Digital Health Systems
Background:
- The study investigates patient perceptions of an electronic referral (eReferral) system and its associated email notification process.
- This research focuses on patients within the Waterloo Wellington Local Health Integration Network.
Purpose of the Study:
- To identify and analyze patient perceptions of the eReferral process and email notification system.
- To evaluate the impact of eReferral on patient satisfaction and healthcare access.
Main Methods:
- An online satisfaction survey was administered to patients who received eReferral appointment notifications.
- The survey utilized a 5-point Likert scale and open-ended questions to gather feedback on the referral process and notification system.
- Data from 545 patient responses were analyzed, including demographic and qualitative feedback.
Main Results:
- 94% of patients found the eReferral process easy to follow and improved their experience.
- 83% reported receiving necessary care within a reasonable timeframe.
- Patients felt more informed (80%) and in control of their healthcare, citing efficiency and speed as key benefits.
Conclusions:
- The eReferral system demonstrably enhances the patient referral experience, improving satisfaction and communication.
- Findings suggest areas for system refinement, such as offering appointment flexibility and clearer notification details.
- The study supports vendors in optimizing digital communication for better patient-centered sustainable healthcare.
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