A Pilot Study on the Effects of Physician Gaze on Patient Satisfaction in the Setting of Electronic Health Records

Abstract

This study aims to determine the amount of time ophthalmologists using electronic health records (EHRs) spend looking at the patient and its correlation on patient satisfaction. This prospective cohort study examined 67 patients seeking care at two different ophthalmology clinics. Videos of entire office visits were recorded and each video was graded for amount of time spent by physicians gazing at the patient, computer, paper medical records, or other areas. Videos were also graded for the amount of time examining the patient, and the physician speaking during each visit. A patient satisfaction survey was administered at the end of each office encounter. Time of physician gaze to the patient was correlated to satisfaction outcome measures. Ophthalmologists spent 28.0 ± 21.2% of the visit looking at the computer. Overall, patient satisfaction levels were very high (4.8 ± 0.5, five-point Likert's scale). Ophthalmologists spent the same amount of time looking at patients who were extremely satisfied (28.8 ± 16.7%), as those who were not extremely satisfied (28.8 ± 15.9%). Ophthalmologists on EHRs spend over one-third of the time of each patient visit looking at the computer. However, patient satisfaction levels are very high. The amount of time that the ophthalmologist gazes at the patient or the computer does not appear to have an effect on patient satisfaction in this particular study. Further research still needs to be performed regarding the effects of EHRs on the patient experience. Physicians should continue to be sensitive to their patients' needs and approach the use of EHRs in patient encounters on an individual basis.

Effect of digitization of medical case files on doctor patient relationship in an Out Patient Department setting of Northern India: A comparative study

“…(1,5,15) The factors that affect the doctor-patient relationship domain of the patient satisfaction include maintenance of eye contact and gaze time, by the physicians. (16,17) While Shaaranai et al reported that majority of the patients believed that Electronic Health Records (EHR) improved the efficiency of the physicians,(18) doubts over the competence and trust deficit was expressed towards those physicians who used digital devise. Competence of the treating physician, as perceived by the patient, is one among the four attributes of patient satisfaction.…”

Enhancing clinical judgement in virtual care for complex chronic disease

“…Specialists may be more tempted to gaze or type into the electronic health record during a virtual conversation. 24 Even if patient satisfaction increases, other clinical outcomes remain unknown. 25 Virtually caring for a patient is like virtually driving a car; the car seat is actually stationary and the outcomes are qualitatively different from, although not necessarily superior or inferior to the experience of real driving.…”

“…Clinically unstable conditions might be missed. Specialists may be more tempted to gaze or type into the electronic health record during a virtual conversation 24 . Even if patient satisfaction increases, other clinical outcomes remain unknown 25 .…”