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Patient Experience and Feedback After Using an Electronic Health Record-Integrated COVID-19 Symptom Checker: Survey
Andrew W Liu1, Anobel Y Odisho1,2, William Brown Iii1,3,4
1Center for Digital Health Innovation, University of California, San Francisco, San Francisco, CA, United States.
COVID-19 symptom checkers with self-scheduling offer high user satisfaction across demographics. These tools can reduce clinician burden by enabling self-triage and appointment booking, improving patient access to care.
Area of Science:
- Digital health tools
- Health informatics
- Patient engagement
Background:
- COVID-19 pandemic necessitated remote health solutions.
- Symptom checkers provided 24/7 triage, reducing healthcare system strain.
- Limited data existed on user feedback for integrated COVID-19 symptom checkers with self-scheduling.
Purpose of the Study:
- To assess user experience and satisfaction with an electronic health record-integrated COVID-19 symptom checker.
- To understand user-reported alternatives to the tool.
- To identify key features and feedback for improving symptom checker functionality.
Main Methods:
- A patient-portal-based self-triage and self-scheduling tool was implemented in March 2020.
- An optional, anonymous Qualtrics survey was offered post-use.
- 395 unique survey responses were collected between December 2021 and March 2022.
Main Results:
- High overall user satisfaction reported (median 8/10), independent of demographics.
- Online test scheduling was the most valued feature.
- Common feedback concerned other COVID-19 services, policies, and feature requests.
Conclusions:
- COVID-19 symptom checkers with self-triage and scheduling demonstrate high user satisfaction.
- These tools can decrease unnecessary calls and messages to clinicians.
- User experience is influenced by organizational workflows for testing and care, highlighting areas for improvement.
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