Patient Expectations: Searching Websites on How to Apply to Access Medical Records

Kay Nicol, Kim Lehman, Joan Carlini, Kathleen Tori and Kerryn Butler-Henderson
Additional contact information
Kay Nicol: College of Health and Medicine, University of Tasmania, Hobart, TAS 7005, Australia
Kim Lehman: Liverpool Business School, Liverpool John Moores University, Merseyside L3 5UX, UK
Joan Carlini: Department of Marketing, Griffith University, Nathan, QLD 4111, Australia
Kathleen Tori: Faculty of Health and Education, Torrens University Australia, Melbourne, VIC 3000, Australia
Kerryn Butler-Henderson: College of Health and Medicine, University of Tasmania, Hobart, TAS 7005, Australia

IJERPH, 2022, vol. 19, issue 11, 1-11

Abstract: Patients who want to know how to access their medical records from a health organization’s website have certain expectations about what must be included to assist in this process. The purpose of this article is to detail patient expectations of a health care organization website when searching for information on how to apply for access to their medical records. Using expectation confirmation theory, a survey was developed to ask patients, as consumers of health care, about their expectations when accessing websites. The results revealed that patients want websites to be safe and secure and have help available if there are questions about the website or search functionality. In order to improve the patient experience, health care providers need to understand these expectations from the patient perspective about this information-seeking exercise.

Keywords: medical records; access; websites; expectations; expectation confirmation theory (search for similar items in EconPapers)
JEL-codes: I I1 I3 Q Q5 (search for similar items in EconPapers)
Date: 2022
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