Patient experience in an EMR-enabled outpatient clinic: a cross-sectional convergent mixed-methods study

Area of Science:

• Health Informatics
• Patient Experience Research
• Sociotechnical Systems Analysis

Background:

• Electronic medical records (EMRs) are integral to modern healthcare, influencing clinical processes and patient-clinician dynamics.
• While clinician impacts of EMRs are well-researched, patient perspectives on EMR-enabled care are less understood.
• This study addresses the gap by examining patient experiences in an EMR-integrated outpatient setting.

Purpose of the Study:

• To investigate patient experiences within an EMR-utilizing outpatient clinic.
• To identify areas for improvement in EMR implementation to optimize patient care and outcomes.
• To develop actionable recommendations for enhancing digitally enabled healthcare services.

Main Methods:

• A convergent mixed-methods survey design was employed in a digital public diabetes outpatient clinic.
• Quantitative data from the Patient Experience Monitor (PEM) assessed patient satisfaction across care domains.
• Qualitative data from open-ended questions explored patient perceptions of EMR use and suggested improvements.

Main Results:

• Quantitative results indicated highly positive patient experiences, though potentially limited by ceiling effects.
• Qualitative themes revealed EMRs facilitated care continuity but could decrease personal interaction.
• Patients noted limited access to their health information outside the primary EMR system.

Conclusions:

• EMRs can support patient-centered care when integrated effectively into clinical workflows.
• Successful EMR implementation necessitates a sociotechnical approach, preserving interpersonal connections and participatory care.
• Enhanced information sharing across patients, clinicians, and settings is crucial for optimizing digitally enabled outpatient services.