JMIR Publications

ABSTRACT

Background:

A lack of information during an emergency visit leads to the experience of powerlessness for patients and their family members, who may also feel unprepared to cope with acute symptoms. The ever-changing nature and fast-paced workflow in the emergency departments often affect how healthcare professionals are able to tailor information and communication to the needs of the patient. An information system called Cetrea Clinical Logistics for patients (CCL for patients) has been developed as a sustainable solution to help provide the information needed in the emergency department.

Objective:

This study aimed to evaluate the usability and experiences of this newly developed system.

Methods:

This is a mixed-method study consisting of quantitative data obtained from the System Usability Scale questionnaire and qualitative interview data obtained from purposively selected participants included in the quantitative part of the study.

Results:

A total of 104 patients and 16 family members (n=120) answered the questionnaire. Ten patients and three family members participated in the interviews. Based on the System Usability score, CCL for patients was rated close to excellent, with a mean score of 83.6 (SD 12.8). Most of the participants found the system easy to use and would like to use it again. The participants reported that the system helped them to feel in control, and the information was useful. Simplifications were needed to improve the user experience for the older population.

Conclusions:

This study demonstrates that the usability of CCL for patients is close to excellent. It was perceived to be useful, as it enabled understanding of the treatment and was consumer friendly. Areas for improvement include making the system more usable by older individuals.