Discovering Patient Portal Features Critical to User Satisfaction: A Systematic Analysis

Date
2019-01-08
Authors
Wahbeh, Abdullah
Al-Ramahi, Mohammad
Noteboom, Cherie
Nasralah, Tareq
Contributor
Advisor
Department
Instructor
Depositor
Speaker
Researcher
Consultant
Interviewer
Journal Title
Journal ISSN
Volume Title
Publisher
Volume
Number/Issue
Starting Page
Ending Page
Alternative Title
Abstract
Patient portals are consumer-centric tools that can strengthen consumers’ ability to actively manage their own health and healthcare. The incorporation of patient portals provides the promise to deliver quality, low costs services to the patient population. However, patient portal adoption in large part is based on patient satisfaction. In pertaining literature, little is known about which portal features are associated with higher patient satisfaction. In this article, we extend existing literature by discovering features related to patient portal user satisfaction based on a systematic analysis of user feedback. Using MyChart, a mobile patient portal, we use text mining, N-Gram-based approach, to discover satisfaction features from online user reviews. We then demonstrate the performance of the features selected in predicting user satisfaction using different classifiers. Overall, the results extend existing research and highlight opportunities to improve and to enhance the design of current basic portals to improve users’ satisfaction and adherence.
Description
Keywords
Technology Mediated Collaborations in Healthcare and Wellness Management, Collaboration Systems and Technologies, Patient Portal, Text Mining, Satisfaction, Mobile App
Citation
Extent
9 pages
Format
Geographic Location
Time Period
Related To
Proceedings of the 52nd Hawaii International Conference on System Sciences
Rights
Attribution-NonCommercial-NoDerivatives 4.0 International
Rights Holder
Email libraryada-l@lists.hawaii.edu if you need this content in ADA-compliant format.