JMIR Publications

ABSTRACT

Background:

Young adults often browse the Internet for self-triage and diagnosis; however, more recently, sophisticated digital platforms such as symptom checkers have become pervasive albeit little is known about their use.

Objective:

To understand young adults’ (between 18 and 34 years old) perspectives on the use of the Google search engine versus a symptom checker as well as the barriers and enablers for using a symptom checker for self-triage and self-diagnosis.

Methods:

A qualitative descriptive case study research design was used. Semi-structured interviews were conducted with 24 young adults enrolled in a university in Ontario. All participants were given a clinical vignette and were asked to use a symptom checker (WebMD symptom checker or Babylon Health) while thinking out loud and were asked questions regarding their experience. Interviews were audio-recorded, transcribed, and imported into NVivo software program. Inductive thematic analysis was conducted by two researchers.

Results:

There was a general consensus that consulting a primary care provider was superior to using the Internet search engine or a symptom checker for self-assessment. Using the Internet’s search engine was perceived to be faster than a symptom checker; however, the latter was perceived to be useful for a more personalized assessment. Approximately half of participants believed that lack of awareness about the existence of symptom checkers hindered their use. After having used a symptom checker, most believed that the platform needed improvement in the areas of accuracy, security and privacy, and medical jargon used. Participants highlighted many access barriers that could result in inequities in accessing and using symptom checkers. Nonetheless, symptom checkers have the potential to replace the Internet search engine as the favoured option for self-triage and self-diagnosis due to their higher focus on personalization.

Conclusions:

Medical experts need to be involved in the development of symptom checkers to improve accuracy, user experience, and to ensure that all individuals – irrespective of their social and demographic characteristics – have access to and use this technology.