Why Do People Use Online Lab Results and What Do They Look For: A Qualitative Study

Abstract

Laboratory (lab) test results are increasingly available online for patient review. However, there is a dearth of research with respect to users’ information needs, goals, and information processing strategies. In this exploratory qualitative study, we interviewed a sample of (N = 25) online lab results users to understand their objectives and search targets. We transcribed their responses and used affinity diagramming to identify themes in their responses. Our analysis identified six reasons why people look at their online lab results (i.e., health status, reassurance, health education, speed, self-management, and patient safety) and two themes about what people look for (i.e., abnormal and normal values, trends). Knowing what drives users and what information they are looking for can inform the design of online lab reporting, improve usefulness, and better satisfy user needs.

Contextualizing Online Laboratory (lab) Results and Mapping the Patient Journey

“…Some demographic details include that P16 was between 65-74 years old, primarily spoke English at home, and had one or more chronic illnesses [2][3][4]. Result from the first question about where online lab results were accessed, revealed that P16 primarily accessed her results at home.…”

“…This qualitative study was approved by the University of Victoria's Human Research Ethics Board and is part of an exploratory series of studies investigating patterns and trends of Canadians who access their lab results online [2][3][4]. Specifically, this study focused on the lived experiences of P16 in accessing her lab results online.…”

“…The 21 st century has brought forth unprecedented technological advances, in particular the advent of portable digital devices and services, connecting citizens globally through a network of broadband and satellite technologies [1]. These innovations have also permeated the health care sector, with digital tools such as personal health records (PHRs) providing patients (i.e., citizens, health consumers, laypersons [3]) with access to their personal health information. These new technologies present opportunities for patient empowerment and shared decision making (SDM) [5].…”

Consumers’ Needs for Laboratory Results Portals: Questionnaire Study

“…Those with chronic illnesses can use this information to monitor [ 6 ] and more effectively self-manage their own medical conditions [ 4 , 7 ]. Having direct access to laboratory results through portals often means getting results sooner [ 3 , 4 ] and without the inconvenience of scheduling a follow-up appointment or traveling to see a health care practitioner [ 6 ]. Furthermore, consumers with results in hand are empowered to engage more effectively in a discussion with clinicians during appointments [ 2 , 5 ] and ensure results are not overlooked [ 4 , 6 ].…”

“…However, health care consumers (ie, patients, citizens, and laypeople) are increasingly accessing their own laboratory results (eg, COVID-19, Papanicolaou smear, and blood work results) through independent laboratory portals or patient-facing portals tethered to an organizational EHR. Research shows that people want access to their laboratory results [2][3][4] to track their health status and guide decision-making [4,5]. Those with chronic illnesses can use this information to monitor [6] and more effectively self-manage their own medical conditions [4,7].…”