JMIR Publications

ABSTRACT

Background:

Symptom checkers have been widely used during the COVID-19 pandemic to alleviate strain on health systems and offer patients a 24/7 self-service triage option. Although studies suggest that users may positively perceive online symptom checkers, no studies have quantified user feedback after use of an electronic health record (EHR)-integrated COVID-19 symptom checker with self-scheduling functionality.

Objective:

We aimed to understand user experience, user satisfaction, and user-reported alternatives to use of a COVID-19 symptom checker with self-triage and self-scheduling functionality.

Methods:

We launched a patient-portal based self-triage and self-scheduling tool in March 2020 for patients with COVID-19 symptoms, exposures, or questions. We made an optional, anonymous Qualtrics survey available to patients immediately after they completed the symptom checker.

Results:

Between December 16th, 2021 and March 28th, 2022, there were 395 unique responses to the survey. Overall, respondents reported high satisfaction across all demographics, with a median rating of 8 out of 10, and 47.6% of respondents giving a rating of 9 or 10 out of 10. User satisfaction scores were not associated with any demographic factors. The most common user-reported alternatives had the online tool not been available were calling the COVID-19 telephone hotline and sending a patient-portal message to their physician for advice. The ability to schedule a test online was the most important symptom checker feature for respondents. The most common categories of user feedback were regarding other COVID-19 services (e.g. telephone hotline), policies or procedures, or requesting additional features or functionality.

Conclusions:

The study provides insight for the implementation and improvement of COVID-19 symptom checkers to ensure high user satisfaction. Analysis suggests that COVID-19 symptom checkers with self-triage and self-scheduling functionality may have high overall user satisfaction, regardless of user demographics. By allowing users to self-triage and self-schedule tests and visits, tools like this may prevent unnecessary calls and messages to clinicians. Individual feedback suggested that the user experience for this type of tool is highly dependent on the organization's operational workflows for COVID-19 testing and care.