JMIR Publications

ABSTRACT

Background:

Implementation of digital hospital services (DHS), defined as digital technologies for use by patients offered by the hospital, is progressing slowly. In-depth insight into patients’ preferences and needs regarding DHS might improve its use.

Objective:

To describe when patients want to use DHS, how patients want to communicate or receive information digitally and what factors influence use of DHS in clinical practice.

Methods:

A multiple methods study design was conducted, using the Citizen Platform method. Two interactive days of ~ 5.5 hours with plenary and break-out sessions were held with 22 patients from the rheumatology, orthopedics and rehabilitation departments of a Dutch hospital specialized in musculoskeletal disorders. Assignments were performed during break-out sessions in which qualitative (e.g. semi-structured interview questions) and quantitative (i.e. voting and ranking factors) data were collected.

Results:

When patients want to use DHS varied between patients and phases of the patient journey. Preference for how patients want to communicate digitally depended on the need for interaction with an HCP. The interaction need is in its turn influenced by the degree to which information/communication is tailored (i.e. specific to an individual patient) and impactful (i.e. leading to significant consequences for the patient). The five most important factors influencing the use of DHS were: access to medical information (e.g. electronic health records), perceived control over disease management, correctness/completeness of information, data security and access to information or an HCP at any time. The five least important factors influencing DHS use were: Help with using digital devices, having internet/equipment, digital skills, attitude/emotions towards DHS and societal benefits.

Conclusions:

Patients see possibilities for using DHS during all stages of the patient journey. However, preferences for DHS varied between patients and moments in the patient journey. As a consequence, DHS should be tailored to fit individual patients’ needs, but also regarding topics (tailored, impactful) by offering a variety of digital channels with a gradient of interaction possibilities. Furthermore, requirements such as digital skills and having internet might become less important to focus on in the future. Improving DHS use by patients may be achieved by providing patients access to correct and safe (medical) information and more control over their care.