JMIR Publications

ABSTRACT

Background:

Personal Health Records (PHRs) are increasingly promoted as tools to enhance patient engagement and healthcare efficiency. Despite their growing prevalence, limited evidence exists from nationally representative samples assessing PHR satisfaction—especially when comparing individuals with and without prior PHR experience.

Objective:

To examine determinants of PHR user satisfaction in a nationally representative UK sample by comparing individuals with experience using PHRs to those without, including perceptions of utility, functionality, and cost-related benefits.

Methods:

We surveyed a nationally representative sample of UK adults (N = [insert N here]) through an online panel. Participants were divided into two groups: (1) those with PHR experience, who answered perception-based questions about actual use, and (2) those without PHR experience, who responded to analogous questions framed hypothetically. Descriptive statistics and t-tests were used to compare satisfaction levels, perceived utility, and feature valuation across the two groups. Results were also benchmarked against data from Canadian users for broader context.

Results:

Respondents with PHR experience rated their systems positively on ease of use, scheduling efficiency, and provider communication. UK users scored PHRs slightly lower than Canadian counterparts, though systems differed in design. Both groups highly valued access to health information, lab results, and appointment scheduling. Participants reported avoiding some clinic and emergency visits due to PHR use, resulting in savings on transportation, parking, and time off work. Those without experience tended to overestimate their ability to manage family members’ health and had high expectations for PHR functionality—expectations that were not implausible but reflected current implementation gaps. Experienced users also expressed interest in broader data access and greater system convenience.

Conclusions:

PHR usage in the UK is associated with high user satisfaction and tangible material and non-material benefits. However, there is a gap between expected and actual functionality, particularly among non-users. Policymakers and developers should consider these findings when expanding access to PHRs and improving their usability and feature set. This study adds value by using a nationally representative sample and by comparing both user and non-user perspectives.