The Impact of a Customizable Homepage in an Electronic Medical Record on User Perceptions and Satisfaction: A Mixed Methods Approach

Abstract

BACKGROUND: Healthcare provider burnout is a concern in primary care, necessitating innovative solutions to improve user experience and reduce work-related stress. A novel Homepage feature has been introduced in the TELUS Collaborative Health Record (CHR), an electronic medical record (EMR) solution. The Homepage is tailored to offer existing CHR clients a more customizable and personalized experience. It includes information not typically seen in EMRs, creating a more user-friendly platform for their daily work. PURPOSE: This study evaluates the initial user perceptions and end-user satisfaction of the CHR Homepage. METHODS: TELUS CHR clients who are family physicians and administrative staff working in primary care clinics took part in qualitative semi-structured interviews before the full release of the Homepage (n = 13), and these and other CHR users were asked to complete a mixed-methods cross-sectional survey four weeks after the Homepage launch (n = 12). Data analysis involved thematic analysis of interview texts and questionnaire responses, along with statistical analysis of quantitative data using non-parametric tests. RESULTS: The analysis of interviews and surveys revealed that users perceived the Homepage positively, and most were “moderately satisfied.” However, users suggested further improvements, such as providing more actionable information, expanding customization options, and addressing specific user needs. CONCLUSIONS: The study provided valuable insights into the user experience of the CHR Homepage, informing quality improvements and refinements for future CHR Homepage releases. The findings can inform EMR solution developers when conducting user testing of EMRs by considering customizable features that primary care users desire to enhance their experiences. Understanding user perceptions and incorporating user feedback can help developers address user concerns and improve user satisfaction, ultimately enhancing user experiences in primary care settings.