Measuring user satisfaction with clinical information systems: What really matters?

Abstract

INTRODUCTION: While examining IS/IT user satisfaction in healthcare has a lengthy history, measuring user satisfaction with clinical information systems lags behind. This is a key void in today’s healthcare environment given the significant investments in CIS (clinical information systems). BACKGROUND: The healthcare industry is increasingly investing in information systems to enhance patient outcomes and organisational performance. This study qualitatively investigates the relationship between the overall satisfaction and five key aspects of clinical information systems, namely efficiency of use, intuitiveness of graphical user interfaces (GUI), communications, collaboration, and information exchange, and interoperability and compatibility issues. METHOD: An online survey was designed, validated and then conducted to collect data on clinical IT user satisfaction at a large tertiary, not-for-profit, private healthcare group in Australia. The objective of this survey was to develop a valid measurement tool of clinical IT user satisfaction that can be applied for all CIS given that currently no such measurement tool exists. Descriptive statistical techniques were employed to analyse the collected data. RESULTS: A total of 107 respondents out of 250 answered the questionnaire. Responses ranged from satisfied to not very satisfy across the respective systems as well as frequency of use from multiple times a day to one or two times per month and varying technical proficiency. In addition, frequency to contact IT help desk was a dominant response. Further, while significant difference between gender was not apparent but differences between level of proficiency and use were. CONCLUSION: This study set out to evaluate the overall user satisfaction with clinical information systems. Different constructs were considered to evaluate the user satisfaction. A key finding included that intuitive, easy-to-use, and collaboration enabling systems that are supported by training and technical support are most likely to satisfy users.