Understanding Patients' Preferences and Experiences During an Electronic Health Record Transition

Area of Science:

• Health Informatics
• Patient Experience Research
• Healthcare System Transitions

Background:

• The Department of Veterans Affairs (VA) is undertaking a large-scale electronic health record (EHR) system transition.
• Existing research on EHR transitions primarily focuses on system and employee needs, neglecting patient perspectives.

Purpose of the Study:

• To understand patient preferences for information and support before an EHR transition.
• To examine the actual experiences of patients during a new EHR implementation.

Main Methods:

• A two-step qualitative approach was employed, involving patient advisory groups and semi-structured interviews.
• Patient advisory groups provided insights into preferences prior to transition.
• Interviews were conducted with patients who had experienced the new EHR system.

Main Results:

• Patient advisors highlighted the need for diverse communication strategies, clear and trustworthy information, and guidance on using new patient portals.
• Patient experiences varied, with some encountering frustrations due to information quality and patient portal issues.
• These issues raised concerns regarding the accuracy and security of the EHR system.

Conclusions:

• Clear, consistent communication among patients, leadership, and providers is vital for successful EHR transitions.
• Patient-facing communications should manage expectations and offer support, especially for patient portal utilization.