Inpatient satisfaction and usage patterns of personalized smart bedside station system for patient-centered service at a tertiary university hospital

Nurse's perspective: Evaluating importance and satisfaction with hospital patient infotainment terminal

BACKGROUND

The Patient Infotainment Terminal (PIT) plays a pivotal role in Smart Health, enabling hospitals to actively pursue the objective of fostering Shared Decision-Making. By providing General information, Medical information, and Entertainment options, the system fosters effective patient-clinician communication and significantly elevates the standard of care.

OBJECTIVE

This study aimed to investigate how registered nurses utilized the PIT and prioritized functions based on their perception of importance and satisfaction to find out high-importance but low-satisfaction PIT functions.

METHOD

Our study included registered nurses who served in the medical, surgical, gynecological, and pediatric wards of a hospital in northern Taiwan. We employed a structured questionnaire grounded in the Importance-Satisfaction model to gather nurses' perceptions of "importance" and "satisfaction" with Patient Infotainment Terminal functions.

RESULTS

We collected 189 valid questionnaires with a recovery rate of 85 %. The results showed that nurses scored highest on the importance and satisfaction of the "Medical information" function of the PIT (mean: 4.05; 3.28), followed by " general information" (3.82 and 3.25) and "entertainment" (3.55 and 3.13). Among the subcategories of "Medical information," the "My Examination" feature, which enables patients to access their examination schedules and results, was highlighted as a critical area. Despite its high importance (mean: 3.98), the feature received lower satisfaction scores (mean: 3.17), reflecting the need for improvements in scheduling precision and user experience.

CONCLUSIONS

Most nurses expressed satisfaction with the PIT functions, and prioritized enhancement should be directed toward the "My Examination" feature to better align with user expectations and improve patient-centered care.

Design of a smart medical service quality evaluation system based on a hybrid multi-criteria decision model

As medical informatization continues to progress, the sophistication of smart medicine (SM) systems has led to a marked enhancement in the caliber of medical services provided. Nevertheless, the existing body of literature is sparse when it comes to frameworks for evaluating service quality, specifically within the domain of smart medicine (SM). Drawing on a hybrid multi-criteria decision-making model that fuses the best-worst method (BWM) with the VIKOR approach, this research has crafted an innovative framework for assessing the service quality of SM. BWM was used to obtain the weights of all dimensions and indicators under each dimension. Then, the service quality of hospitals H1, H2 and H3 in Xiamen was evaluated using the VIKOR method. The results showed that smart appointments, diagnosis and treatment are three important dimensions to evaluate SM service quality in medical institutions. The stability and robustness of the model were proved through sensitivity analysis. Findings suggest that hospitals can strengthen the construction of their appointment information platforms, the quality management of internal doctors, and the information connection between self-service terminals and information platforms to improve hospital service quality in the construction of smart medicine.

A trial of a chat service for patients and their family members in an emergency department

BACKGROUND

Effective communication between patients and healthcare providers in the emergency department (ED) is challenging due to the dynamic nature of the ED environment. This study aimed to trial a chat service enabling patients in the ED and their family members to ask questions freely, exploring the service's feasibility and user experience.

OBJECTIVES

To identify the types of needs and inquiries from patients and family members in the ED that could be addressed through the chat service and to assess the user experience of the service.

METHODS

We enrolled patients and family members aged over 19 years in the ED, providing the chat service for up to 4 h per ED visit. Trained research nurses followed specific guidelines to respond to messages from the participants. After participation, participants were required to complete a survey. Those who agreed also participated in interviews to provide insights on their experiences with the ED chat service.

RESULTS

A total of 40 participants (20 patients and 20 family members) sent 305 messages (72 by patients and 233 by family members), with patients sending an average of 3.6 messages and family members 11.7. Research nurses resolved 41.4% of patient inquiries and 70.9% of family member inquiries without further healthcare provider involvement. High usability was reported, with positive feedback on communication with healthcare workers, information accessibility, and emotional support.

CONCLUSIONS

The ED chat service was found to be feasible and led to positive user experiences for both patients and their family members.

[A glimpse into the future: smart technologies and enhanced recovery after surgery (ERAS)]

Smart technologies facilitate our daily life in many respects, e.g. by rendering travel safer. In medicine, however, they have so far hardly been used, even though the demographic changes with an aging population in small or single households warrant an urgent change of our traditional care structures. Furthermore, patients are more demanding and better informed than they were a few decades ago. Enhanced recovery after surgery (ERAS) focusses on good prehabilitation as well as fast rehabilitation and therefore represents, even almost 20 years after the first publication, a modern and evidence-based treatment concept. Nevertheless, it is still not comprehensively implemented nationwide. The reasons for this may be concerns regarding an early discharge. In addition, there is often a gap in care care between discharge from hospital and start of the follow-up rehabilitation. In order to improve acceptance of the ERAS concept, to fulfil the patients' needs for better information while decreasing the workload of the medical staff and to close the gap in care after discharge from hospital, integrating ERAS into the concept of a smart hospital with subsequent transition into a temporary smart home is an appealing idea. With the use of an individually configurated online learning platform, a large part of the information flow can be transferred from the outpatient clinic to the pre-outpatient area (i.e. the patient's home). Consequently, patients will be better prepared for their first contact with the hospital. After a short stay in hospital the patient is then discharged into the serviced apartments of the smart quarter, where a stress-free recovery in a home-like environment is possible. The further rehabilitation is undertaken there under virtual guidance, following individualized schedules on demand.

Hospitalized Patients Accessing Information on Prescribed Medications from the Bedside Terminal: A Cross-Sectional Study

Studies have documented the impact of various types of health care information technology (HIT) on patient outcomes. However, literature on the HIT products is largely for outpatients and little is known about those for hospitalized patients. In 2014, a Korean hospital developed an inpatient portal known as the Smart Bedside Station (SBS). A retrospective cross-sectional study was conducted to evaluate the associated factors for accessing the medication view menu (Today’s Medication) on the SBS using data from October 2018 through September 2019. A root cause analysis with expert review was conducted to identify additional barriers for accessing the medication view menu. Approximately 92.58% of the study population accessed the SBS at least once during their hospital stay. However, 99.20% of accessed patients used the SBS for entertainment purposes (e.g., television) and 40.16% viewed the medication information. Younger age, higher education, and certain jobs were significant associated factors for accessing the medication information. In conclusion, this study revealed strong associations between accessing the medication view menu on the SBS and a number of associated factors. Based on the results, further research is warranted to suggest new items to access the medication view menu by hospitalized patients.

Patient Attitudes Toward Mobile Device Use by Health Care Providers in the Emergency Department: Cross-Sectional Survey

BACKGROUND

Health care provider usage of mobile devices is increasing globally; however, there is little understanding of patient perceptions on this behavior in a health care setting.

OBJECTIVE

The aim of this study was to assess patients' attitudes toward mobile device usage by health care providers in the emergency department and to identify predictors of these attitudes.

METHODS

The study was carried out at the emergency department of a large academic tertiary care medical center in Lebanon. A cross-sectional survey design was adopted by administering a questionnaire to medically stable adult patients who presented to the emergency department with an emergency severity index of 3, 4, or 5 between January 2017 and March 2018. The questionnaire collected relevant patient demographic information and included questions related to their mobile device usage along with those evaluating attitudes for the use of mobile devices by health care providers with respect to six major domains: role in health care, distraction potential, impact on communication, empathy, privacy, and professionalism. The attitude toward mobile device usage by health care providers in the emergency department was the main outcome variable. A stepwise logistic regression model was used to assess the association between the outcome variable and the demographic and attitude-related independent variables.

RESULTS

Among the 438 eligible patients, 338 patients responded to the questionnaire for a response rate of 70.0%. Overall, 313/338 (92.6%) respondents agreed that mobile devices improve health care delivery, whereas 132/338 (39.1%) respondents were opposed to their usage by health care providers in the emergency department (95% CI: 34.0-44.4). The majority (240/338, 71.0%) of patients agreed that mobile devices are a source of distraction to health care providers in the workplace. Females (odds ratio [OR]=1.67, 95% CI: 1.00-2.78) as well as all patients (OR=2.54, 95% CI 1.36-4.76) who believed that mobile devices were a source of distraction, reflecting a lack of professionalism (OR=2.77, 95% CI 1.59-4.82) and impacting the provider's ability to relate to the patient (OR=2.93, 95% CI 1.72-4.99), were more likely to agree that mobile devices should not be used in the emergency department.

CONCLUSIONS

Patients' negative attitude toward mobile device use in the emergency department is largely driven by patient gender (females), patient perception of the distraction potential of the devices, and their negative impact on the health care provider's empathy and professionalism. The findings of this study shed light on the importance of encouraging stakeholders to impose a digital professionalism code of conduct for providers working in acute health care settings.

Exploring the Digital Divide: Age and Race Disparities in Use of an Inpatient Portal

Background: Age and race disparities in the use of new technologies-the digital divide-may be limiting the potential of patient-facing health information technology to improve health and health care. Objective: To investigate whether disparities exist in the use of patient portals designed specifically for the inpatient environment. Methods: Patients admitted to the six hospitals affiliated with a large, Midwestern academic medical center from July 2017 to July 2018 were provided with access to a tablet equipped with an inpatient portal and recruited to participate in the study (n = 842). Demographic characteristics of study enrollees were obtained from patients' electronic health records and surveys given to patients during their hospital stay. Log files from the inpatient portal were used to create a global measure of use and calculate use rates for specific portal features. Results: We found both age and race disparities in use of the inpatient portal. Patients aged 60-69 (45.3% difference, p < 0.001) and those over age 70 (36.7% difference, p = 0.04) used the inpatient portal less than patients aged 18-29. In addition, African American patients used the portal less than White patients (40.4% difference, p = 0.004). Discussion: These findings suggest that the availability of the technology alone may be insufficient to overcome barriers to use and that additional intervention may be needed to close the digital divide. Conclusions: We identified lower use of the inpatient portal among African American and older patients, relative to White and younger patients, respectively.

Optimizing the User Experience: Identifying Opportunities to Improve Use of an Inpatient Portal

BACKGROUND

Patient portals specifically designed for the inpatient setting have significant potential to improve patient care. However, little is known about how the users of this technology, the patients, may interact with the inpatient portals. As a result, hospitals have limited ability to design approaches that support patient use of the portal.

OBJECTIVES

This study aims to evaluate the user experience associated with an inpatient portal.

METHODS

We used a Think-Aloud protocol to study user interactions with a commercially available inpatient portal-MyChart Bedside (MCB). Study participants included 19 English-speaking adults over the age of 18 years. In one-on-one sessions, participants narrated their experience using the MCB application and completing eight specific tasks. Recordings were transcribed and coded into three dimensions of the user experience: physical, cognitive, and sociobehavioral.

RESULTS

Our analysis of the physical experience highlighted the navigational errors and technical challenges associated with the use of MCB. We also found that issues associated with the cognitive experience included comprehension problems that spurred anxiety and uncertainty. Analysis of the sociobehavioral experience suggested that users have different learning styles and preferences for learning including self-guided, handouts, and in-person training.

CONCLUSION

Inpatient portals may be an effective tool to improve the patient experience in the hospital. Moreover, making this technology available to inpatients may help to foster ongoing use of technology across the care continuum. However, deriving the benefits from the technology requires appropriate support. We identified multiple opportunities for hospital management to intervene. In particular, teaching patients to use the application by making a variety of instructional materials available could help to reduce several identified barriers to use. Additionally, hospitals should be prepared to manage patient anxiety and increased questioning arising from the availability of information in the inpatient portal application.

Nurses' satisfaction with use of a personal digital assistants with a mobile nursing information system in China

BACKGROUND

Personal digital assistants, technology with various functions, have been applied in international clinical practice. Great benefits in reducing medical errors and enhancing the efficiency of clinical work have been achieved, but little research has investigated nurses' satisfaction with the use of personal digital assistants.

AIM

To investigate nurses' satisfaction with use of personal digital assistants, and to explore the predictors of this.

DESIGN

This is a cross-sectional descriptive study.

METHODS

We conducted a cross-sectional survey targeting nurses who used personal digital assistants in a comprehensive tertiary hospital in Beijing.

RESULTS

A total of 383 nurses were recruited in this survey in 2015. The total score of nurses' satisfaction with use of personal digital assistants was 238.91 (SD 39.25). Nurses were less satisfied with the function of documentation, compared with the function of administering medical orders. The time length of using personal digital assistants, academic degree, and different departments predicted nurses' satisfaction towards personal digital assistant use (all P < 0.05).

CONCLUSION

Nurses were satisfied with the accuracy of administering medical orders and the safety of recording data. The stability of the wireless network and efficiency related to nursing work were less promising. To some extent, nurses with higher education and longer working time with personal digital assistants were more satisfied with them.