Use and non-use of a nationwide patient portal – a survey among pharmacy customers

Sääskilahti, Maria; Aarnio, Emma; Lämsä, Elina; Ahonen, Riitta; Timonen, Johanna

doi:10.1111/jphs.12368

Cited by 13 publications

(13 citation statements)

References 17 publications

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“…As all nationally organized guidance is available only on the internet, face-to-face guidance about the use of My Kanta might also be needed. According to our previous study, main reasons for nonuse of My Kanta were the lack of need and tools [ 44 ]. In addition, some pharmacy customers had difficulties with My Kanta use and some were unfamiliar with the service.…”

Section: Discussionmentioning

confidence: 99%

Pharmacy Customers’ Experiences of Use, Usability, and Satisfaction of a Nationwide Patient Portal: Survey Study

Sääskilahti¹,

Ahonen²,

Timonen³

2021

J Med Internet Res

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Background Patient portals have been introduced in several countries in the last few decades. Despite worldwide objectives of introducing patient portals, nationwide portals are rare, and studies about their use are limited. Finland is one of the forerunners in developing nationwide health data systems. A nationwide patient portal, My Kanta, for viewing electronic prescriptions and health data has been phased in, starting in 2010. Objective The aim of this study was to investigate what functions Finnish pharmacy customers use in My Kanta, their perceptions of the service’s usability, and how satisfied users are with My Kanta overall. Methods In spring 2019, questionnaires (N=2866) were distributed from 18 pharmacies of varying size across mainland Finland to adult pharmacy customers purchasing prescription medications for themselves or for their child under 18 years of age. Questions were asked about the use and usability of the patient portal by means of structured and Likert-scale questions. Statistical analyses included frequencies, means, medians, chi-square tests, Fisher exact tests, and Kruskal-Wallis tests. Results In total, 994 completed questionnaires of 2866 delivered questionnaires (34.68%) were returned. The most-used My Kanta functions were browsing prescription information (781/802, 97.4%), records of health care visits (772/802, 96.3%), and results of laboratory tests and x-ray examinations (722/804, 89.8%). Most users (558/793, 70.4%) had also requested a prescription renewal using the service. My Kanta was perceived as easy to log into (772/816, 94.6%) and clear to view (709/808, 87.7%). Most users considered the service useful for monitoring their health information (753/813, 92.6%) and felt that it provides a good overall picture of the medications prescribed to them (711/813, 87.5%). The majority of users found the information recorded about them easy to understand (684/800, 85.5%). Of the users, 16.7% (135/807) disagreed with the statement that the information they were looking for was easy to find. Approximately two-thirds (501/814, 61.5%) of users did not know whether it is easy to view in which pharmacies and health care units their prescription information has been viewed, and over one-third (306/805, 38.0%) did not know whether it is easy to view in which health care units their health information has been processed. Approximately one-fifth of participants (181/805, 22.5%) feared that unauthorized persons might view their information and that their electronically saved prescription and health information might disappear (180/810, 22.2%). In addition, 16.1% (129/799) expressed interest in receiving guidance on My Kanta use. The vast majority of users (719/804, 89.4%) were satisfied with the service overall. Conclusions Pharmacy customers were satisfied with the nationwide patient portal. It was mostly used for browsing e-prescriptions and medical records. Overall, the usability of the service was good. However, users need to be better informed about data privacy and security issues, and guidance on using the portal needs to be improved.

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Section: Discussionmentioning

confidence: 99%

Pharmacy Customers’ Experiences of Use, Usability, and Satisfaction of a Nationwide Patient Portal: Survey Study

Sääskilahti¹,

Ahonen²,

Timonen³

2021

J Med Internet Res

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“…Sairaanhoitajat arvioivat potilastietojärjestelmien tukevan pääsääntöisesti organisaatioiden sisäistä yhteistyötä [4,7], mutta heikosti organisaatioiden välistä yhteistyötä [4]. Viime vuosina myös väestön sähköinen asiointi on lisääntynyt ja ammattilaisten ja potilaiden välisiin sähköisiin vuorovaikutusmahdollisuuksiin on panostettu [4,[24][25][26].…”

Section: Finjehew 2020;12(3) 252unclassified

“…[4] Tulos saattaisi olla erilainen, jos tiedot olisi kerätty CO-VID-19 pandemian myöhemmässä vaiheessa, sillä monet toimijat ovat panostaneet pandemian aikana sähköisiin palveluihin [50]. Jatkossa myös julkisella sektorilla on tärkeää resursoida ammattilaisten ja potilaiden välisen sähköisen vuorovaikutuksen kehittämistä, koska monet suomalaiset käyttävät jo arjessaan sähköisiä terveydenhuollon palveluja [24,26].…”

Section: Järjestelmien Tuki Yhteistyölle Ja Hyödytunclassified

Tietojärjestelmät sairaanhoitajien työn tukena eri toimintaympäristöissä: kokemuksia tuotemerkeittäin

Kyytsönen¹,

Hyppönen²,

Koponen

et al. 2020

FinJeHeW

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Asiakas- ja potilastietojärjestelmät ovat sairaanhoitajien työssä keskeisiä työvälineitä. Artikkelissa selvitettiin, missä määrin eri asiakas- ja potilastietojärjestelmät tukevat sairaanhoitajien työtä eri toimintaympäristöissä. Tavoitteena oli tuottaa tietoa kansallisen tiedonhallinnan strategian täyttymisestä ja sairaanhoitajien käyttäjäkokemuksista palautteeksi tietojärjestelmätoimittajille. Tiedonkeruu sairaanhoitajien tietojärjestelmäkokemuksista toteutettiin keväällä 2020 kyselynä. Kyselyyn vastasi 3912 sairaanhoitajaa, joista pääosa työskenteli julkisessa sairaalassa, terveyskeskuksessa, sosiaalialalla tai yksityissektorilla. Yleisimmin käytettyjä asiakas- ja potilasjärjestelmiä olivat yleisyysjärjestyksessä Lifecare asiakas- ja potilastietojärjestelmä (Lifecare), Uranus, Pegasos, Apotti (tuotemerkki: Epic), Effica terveydenhuolto (Effica), Mediatri, Esko, DynamicHealth ja DomaCare. Kyselyn väittämistä raportoitiin teemoja, jotka koskevat tietojärjestelmien kykyä tukea vuorovaikutusta (4), hyötyjä (4), käytettävyyttä (2), teknistä toimivuutta (3) sekä paperin ja faksin käyttöä (1), tietojärjestelmille annettavia kouluarvosanoja (1) ja järjestelmätoimittajille suoraan annettavaa palautetta (30). Kysely tehtiin sairaanhoitajille toista kertaa, ja pohdinnassa tarkasteltiin muutoksia vuoteen 2017 nähden. Tulosten mukaan tietojärjestelmien tuki sairaanhoitajien työlle parantui tai pysyi ennallaan monien muuttujien osalta. Tulokset vaihtelivat asiakas- ja potilastietojärjestelmien tuotemerkkien ja toimintaympäristöjen välillä ja myös samojen tuotemerkkien välillä eri toimintaympäristöissä. Sairaanhoitajat olivat tyytyväisiä etenkin tietojärjestelmien kykyyn tukea yhteistyötä ja tiedonkulkua sairaanhoitajien kesken organisaation sisällä sekä sairaanhoitajien ja lääkärien välillä. He myös kokivat, että tietojärjestelmät tuottavat hyötyjä asiakkaiden ja potilaiden hoitoprosessille. Toisaalta organisaatioiden välisessä tiedonkulussa turvauduttiin edelleen paperiin ja faksiin. Lisäksi vastaajat tunnistivat asiakas- ja potilastietojärjestelmissä enemmän työtä hankaloittavia kuin hyvin toimivia ominaisuuksia. Vaikka tietojärjestelmien kehityssuunta vaikutti positiiviselta, eivät ne kaikilta osin edelleenkään tukeneet sairaanhoitajien työtä riittävällä tasolla ja näin ollen tietojärjestelmien systemaattista seurantaa on syytä jatkaa.

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“…This study is part of a larger research project studying My Kanta use for viewing and monitoring health and prescription information from the patients’ perspective. We have previously reported on the use of different functions and the usability of the service surveyed by means of structured questions and have investigated the factors related to the use and nonuse of the service [ 16 , 19 ].…”

Section: Introductionmentioning

confidence: 99%

Benefits, Problems, and Potential Improvements in a Nationwide Patient Portal: Cross-sectional Survey of Pharmacy Customers’ Experiences

et al. 2021

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Background Patient engagement is a worldwide trend in health care. Patient portals have the potential to increase patients’ knowledge about their health and care and therefore enhance patient engagement. Portal users’ experiences are needed to determine if these portals work appropriately and if there are barriers to achieving the aims that were set before their implementation. Objective The aim of this study is to analyze pharmacy customers’ experiences of the Finnish nationwide patient portal My Kanta in terms of benefits, problems, and potential improvements. Methods A questionnaire survey was conducted among pharmacy customers in the spring of 2019. The questionnaires (N=2866) were distributed from 18 community pharmacies across mainland Finland to customers aged ≥18 years who were purchasing prescription medicines for themselves or their children aged <18 years. Using open-ended questions, customers were asked about their experiences of the benefits and problems of My Kanta and what improvements could be made. Their responses were encoded and categorized using inductive content analysis, stored in SPSS Statistics for Windows, and analyzed using frequencies. Results Of the 2866 questionnaires, a total of 994 (34.68%) questionnaires were included in the analysis. Most respondents were My Kanta users (820/994, 82.5%); of these 820 users, 667 (81.3%) reported at least one benefit, 311 (37.9%) reported at least one problem, and 327 (39.9%) reported at least one potential improvement when using My Kanta. The most commonly mentioned benefits were opportunities to view health data (290/667, 43.5%) and prescriptions (247/667, 37%) and to renew prescriptions (220/667, 33%). The most extensively reported problems with My Kanta were that the portal lacks health data (71/311, 22.8%), navigating the service and searching for information is difficult (68/311, 21.9%), and the delay before health data are incorporated into the service (41/311, 13.2%). The most frequently suggested potential improvements were that My Kanta needs more comprehensive health data (89/327, 27.2%); the service should be easier to navigate and information easier to access (71/327, 21.7%); the service should have more functions (51/327, 15.6%); and health data should be entered into the portal more promptly (47/327, 14.4%). Conclusions Pharmacy customers reported more benefits than problems or potential improvements regarding the use of My Kanta. The service is useful for viewing health data and prescriptions and for renewing prescriptions. However, portal users would like to see more data and functions available in the portal and data searches to be made easier. These improvements could make the data and functions provided by the portal easier to view and use and hence promote patient engagement.

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Use and non-use of a nationwide patient portal – a survey among pharmacy customers

Cited by 13 publications

References 17 publications

Pharmacy Customers’ Experiences of Use, Usability, and Satisfaction of a Nationwide Patient Portal: Survey Study

Pharmacy Customers’ Experiences of Use, Usability, and Satisfaction of a Nationwide Patient Portal: Survey Study

Tietojärjestelmät sairaanhoitajien työn tukena eri toimintaympäristöissä: kokemuksia tuotemerkeittäin

Benefits, Problems, and Potential Improvements in a Nationwide Patient Portal: Cross-sectional Survey of Pharmacy Customers’ Experiences

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