Users' preferred interactive e‐health tools on hospital web sites

Abstract

Purpose-Healthcare is becoming an important part of people's online content consumption, with people searching for information on diseases or medical problems, treatments or procedures, particular doctors or hospitals, or about parking. This paper aims to investigate what users deem essential on patient-oriented interactive e-health tools on hospital web sites. Design/methodology/approach-The findings are based on 242 patients/users from diverse backgrounds in a purposive sample. A modified Delphi technique was used in two rounds of survey to collect and analyze data. Findings-The respondents highly desire core-business tools, especially access to medical records and lab results, while discounting hospitals' efforts to connect to social media. Hospitals' e-health implementation on their web sites has greatly lagged behind the users' needs for interacting with hospitals online. It is concluded that, while continuing to provide traditional functional tools, hospitals should expedite their development in providing core e-business tools and emerging functional tools in order to accomplish multiple objectives, including service, education, and marketing. Research limitations/implications-Hospitals' e-health development efforts have been behind the users' expectations at large. Future research should explore whether such lagging has resulted mainly from the lack of technical know-how, lack of funding, and/or lack of vision on the administrative level. Practical implications-The paper provides solid empirical evidence for US hospitals to (re)consider how to prioritize their efforts in implementing e-health online so as to build a user-centric web site. Originality/value-Most US hospitals have implemented some form of e-health online to serve their patients/users, but rarely have researchers studied such efforts. As a result, hospitals have had little evidence to gauge their implementation success. This is the first empirical study that investigates from the patient/user perspective the usefulness of various interactive e-health tools online.

A Comparison of Usability Aspects between an Existing Hospital Website of Pakistan with a Template based on Usability Standards

“…Website usability evaluation is getting focus of researchers lately [14]. Usability is a quality attribute [15].…”

“…People search the internet for medical problems, treatment and procedures [14]. The research investigated that the user expectations of patient oriented e-health tools on the hospital websites.…”

An initial framework for Interactive Health Portals; using Actor Network Theory

“…According to Huang et al [2], an IHP compared to a traditional health organization provides more convenience and better accessibility of obtaining healthcare information. IHPs provide easy access to all information thus saving time for patients.…”

“…Attraction is a fundamental precondition for the commencement of user interaction; it can maintain and enhance the relationship between current and prospective users [2]. Table I illustrates some previous studies on dimensions of e-SQ based on attraction.…”

“…IHPs are highly based on interactive online technology so that all its functions, such as e-billing, epayment, e-prescription, making an appointment with the doctors, consulting with doctors and specialists via email, chat and video conferencing are made possible [2].…”