The Impact of Portal Satisfaction on Portal Use and Health-Seeking Behavior: Structural Equation Analysis

Silver, Reginald; Subramaniam, Chandrasekar; Stylianou, Antonis C.

doi:10.2196/16260

Cited by 17 publications

(31 citation statements)

References 38 publications

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“…First, this study addressed an important research question regarding the link between patient portal use and patient satisfaction [ 25 ]. This study diverged from earlier studies that have used few select items to measure patient satisfaction by using multiple dimensions of the HCAHPS measures for patient satisfaction ( Multimedia Appendix 3 [ 14 , 16 , 28 , 29 ]). This is a novel contribution to extant research because it helps us to discern the portal use influences on the various facets of patient satisfaction.…”

Section: Discussionmentioning

confidence: 74%

“…However, findings from review studies also confirm the inconsistency in patient satisfaction studies [ 6 ]. Although some studies have found improved patient satisfaction when electronic patient access to medical information was used [ 6 , 13 , 14 , 21 ], other studies have found mixed results [ 7 , 15 , 22 ], and a few have found that patient satisfaction data remained unchanged [ 23 , 24 ].…”

Section: Introductionmentioning

confidence: 99%

“…Two important aspects of prior research on patient satisfaction must be mentioned. First, although using HCAHPS measures are considered the standard way to measure patient satisfaction at health care organizations, patient satisfaction has not been measured consistently, or it has been measured using only 1 or 2 HCAHPS measures [ 14 , 16 ]. This implies that patient satisfaction needs to be studied more comprehensively by enumerating its underlying dimensions.…”

Section: Introductionmentioning

confidence: 99%

“…Second, because of the research gap in the literature regarding the link between patient portal use and patient satisfaction, the mediators linking these factors need to be considered. Prior research suggests that patient perceptions could play a mediating role in determining patient satisfaction through patient portal use [ 7 , 14 ]. Patient portal use can influence a positive patient experience for patients [ 3 ].…”

Section: Introductionmentioning

confidence: 99%

“…It is common for numerous measures of patient satisfaction to be used, including likeliness to recommend [ 28 ], satisfaction with nursing [ 29 ], and satisfaction with physician communication [ 30 ]. Some studies have only used 1 or 2 items from the HCAHPS survey (either overall satisfaction or willingness to recommend) to measure patient satisfaction [ 14 , 16 ].…”

Section: Introductionmentioning

confidence: 99%

See 4 more Smart Citations

Effects of Patient Portal Use on Patient Satisfaction: Survey and Partial Least Squares Analysis

Kinney¹,

Sankaranarayanan²

2021

J Med Internet Res

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Background With digital delivery of health care services gaining prominence, patient portals have become a mainstay of many health care organizations. Despite the importance of patient portals, inconclusive data exist regarding the effect of patient portal use on patient satisfaction. Objective The aim of this study is to understand the relationship between the postadoptive use of patient portals and patient satisfaction outcomes. Methods Postadoptive use of patient portals has a positive relationship with the 3 dimensions of patient satisfaction, mediated by gratification, health self-awareness, and health perceptions. A total of 504 valid patient portal user responses were collected, and partial least squares analysis was performed to analyze the data. Results Patient satisfaction was captured using three dimensions: care team interaction, atmosphere, and instruction effectiveness. The results show that postadoptive use of patient portals has a positive influence on all 3 dimensions of patient satisfaction through the mediating variables of gratification, health self-awareness, and health perceptions. Specifically, postadoptive use had significant positive influence on gratification, health self-awareness, and health perceptions. Each of the 3 patient perceptions had significant positive influence on all 3 dimensions of patient satisfaction: care team interaction, atmosphere, and instruction effectiveness. Specifically, our model explained 31.8% of the care team interaction, 40.6% of the atmosphere, and 39.1% of the instruction effectiveness. Conclusions Our model shows that patient portal use can influence patient satisfaction through the mediating effects of gratification, health self-awareness, and health perception. Patient satisfaction is an important outcome for health care organizations. Therefore, by promoting effective patient portal use and fostering patient perceptions, health care organizations can improve patient satisfaction.

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