An importance-performance analysis of hospital information system attributes: A nurses' perspective

Cohen, Jason F.; Coleman, Emma; Kangethe, Matheri J.

doi:10.1016/j.ijmedinf.2015.10.010

Cited by 82 publications

(80 citation statements)

References 61 publications

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“…Stemming from the marketing discipline, the importance-performance analysis (IPA) technique has often been utilized for strategy formulation, leading to service improvement in different fields [12, 18, 19]. The IPA analyzes quality attributes on the basis of performance and importance dimensions.…”

Section: Introductionmentioning

confidence: 99%

Strategic Improvement for Quality and Satisfaction of Hospital Information Systems

Kuo

Liu

Talley

et al. 2018

Journal of Healthcare Engineering

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The purpose of our study aimed to identify attributes capable of improving physicians' satisfaction levels with the use of a hospital information system (HIS). A model inclusive of system quality, information quality, and service quality related to an HIS is used to form antecedents of user satisfaction. Survey methodology was used to collect an attributive set representing the system quality, information quality, and service quality made available from 150 physicians at a large health-care system in southern Taiwan. Responses were segmented into low and high satisfaction and analyzed with partial least squares and importance-performance analysis. The results reveal that system quality, information quality, and service quality may be used to significantly predict physicians' satisfaction. Two system quality attributes (reliability and response time) were identified as the highest priorities for intervention by low- and high-satisfaction users. Low-satisfaction users further expect improvement of the HIS service quality to take place. The subject health-care system should produce coping interventions for those high priorities to enhance the satisfaction of physicians.

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Section: Introductionmentioning

confidence: 99%

Strategic Improvement for Quality and Satisfaction of Hospital Information Systems

Kuo

Liu

Talley

et al. 2018

Journal of Healthcare Engineering

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“…[26] The presence of a responsive help system that effectively supports end users is very important to be addressed. [29,38] Nurses showed high positive perception toward the availability of updated data through the EHR. This finding is congruent with the findings of Kruse et al [28] They showed that transition of data and efficiency were significant facilitators to use the EHR system.…”

Section: Discussionmentioning

confidence: 99%

“…In the same light, responsiveness, ease of learning, sufficient support, and completeness and accurateness of the EHR records were identified as factors that significantly affect nursing performance. [29] Previous research studies showed little evidence on the impact of EHR systems on nurses working in most clinical settings. Recognition of specific facilitators and barriers that may affect a system's use by nurses will address gaps in the literature.…”

Section: Literature Reviewmentioning

confidence: 99%

Nurses’ characteristics and perceptions toward using the electronic health record system as predictors of clinical nursing performance improvement

Raddaha

2017

CNS

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Objective: Little and inconclusive knowledge is known about nurses' perceptions toward electronic health record (EHR) systems and how nurses role performance has been affected after using such systems. This study assessed the relationships between nurses' sociodemographic characteristics, history and pattern of computer technology use, and perceptions toward the EHR system with their perceptions regarding improvement of clinical nursing performance after using the system. Predictors of nurses' perception regarding the effect of the EHR system on improving their clinical nursing performance were delineated. Methods: Descriptive correlational design was used. A standardized self-administered questionnaire was used to collect data from nurses working at a governmental teaching hospital in Muscat, Oman. Nurses were selected randomly from a sampling frame, which consisted of a comprehensive list of employment numbers of nurses at the hospital. Results: With a response rate of 84.5%, 169 nurses returned completed questionnaires. The majority had highly positive perceptions toward the EHR system. A weakly negative correlation was observed between perceiving that EHR system is improving work performance with increasing level of academic nursing education (rho = 0.17, p = .02). Nurses who reported that it was easy to know how to request a test, record etc. using the EHR system [OR: 3.89 (95% CI: 1.54, 9.87), p < .01] were more likely perceive the EHR system as an improver to their clinical nursing performance. While, nurses who had completed at least baccalaureate nursing education [OR: 0.41 (95% CI: 0.19, 0.89), p = .02] were less likely to perceive the EHR system had improved their performance. Conclusions: Nurses should be able to demonstrate basic nursing informatics competencies when dealing with computers and software applications used in healthcare settings. Future qualitative studies are encouraged to explore the lived experiences of nurses, in order to develop better understanding to the impact of the EHR system on nursing practice.

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“…Using similar dimensions, Chakravarty (2011) examine outpatient department services in reference to the department's specific characteristics. Other studies examine the quality of the information system used in a hospital, and the level of service it provides, with regard to the perspective of nurses as the users (Cohen, Coleman & Kangethe, 2015;Chang, Pang, Tarn, Liu & Yen, 2015). Despite the significance of the front office to the overall organisation, no study is devoted to the quality of the front office service in a hospital setting.…”

Section: Significance Of Front Office Service Qualitymentioning

confidence: 99%

Improving service quality of hospital front office using an integrated Kano model and quality function deployment

Priyono

Yulita

2017

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Purpose: The aims of this study are twofold: first, it attempts to investigate service attributes in a hospital front office; and second, to identify strategies to improve those service attributes. Design/methodology:This study used integration of Quality Function Deployment and Kano Model. The research instrument, which takes the SERVQUAL model as its starting point, was developed using a comprehensive set of techniques, including a literature review of relevant topics, interviews and focus group discussions. Using a sample of 140 customers of an international hospital situated in Yogyakarta, Indonesia, 14 service attributes required by customers were identified. The attributes, which were further categorised into 5 attractive, 4 one-dimensional and 5 'must-be' attributes, were analysed using the Kano Model. Practical implications: Service providers will benefit from the findings of this study, as both the service attributes and technical requirements that require improvement as a priority are identified.-923-Intangible Capital -https://doi.org/10.3926/ic.1001 Originality/value: It is the first time that front office quality of hospital is examined using integrated method of SERVQUAL, QFD and Kano Model. The recommendations proposed from this comprehensive method offer novel solution that has never been found in existing study.

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An importance-performance analysis of hospital information system attributes: A nurses' perspective

Cited by 82 publications

References 61 publications

Strategic Improvement for Quality and Satisfaction of Hospital Information Systems

Strategic Improvement for Quality and Satisfaction of Hospital Information Systems

Nurses’ characteristics and perceptions toward using the electronic health record system as predictors of clinical nursing performance improvement

Improving service quality of hospital front office using an integrated Kano model and quality function deployment

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