Patient Portal Service: An Exploration of Patients' Experience and Perception

摘要

The New Zealand government is currently implementing electronic health records and encouraging general practices to enroll their patients into a patient portal service. Although literature shows the benefits of such a system for healthcare providers and patients, there is a lack of empirical research around patient's experiences and requirements. This study aims to bring to light these through a survey research of a major patient portal. The survey data reveals issues around lack of consultation around the design, inconsistency in service uptake and lack of training on the use of the service. Overall, it reveals that the current patient portal system is not designed to the patient's expectations.