Patient perception of digital health tools, particularly mobile electronic health records (EHRs), has gained increasing attention as healthcare embraces technology. A recent study explores patients' views on value co-creation facilitated by EHR systems and how users cluster according to their familiarity and perceptions of these platforms. The insights gleaned from this research reveal the nuances of patient experiences and the importance of aligning health technology with user needs.
Understanding the patients’ role within the healthcare ecosystem is pivotal, especially when it pertains to value co-creation. The study conducted extensive surveys involving 422 participants from four cities, examining how their interactions with mobile EHRs differ based on demographic and behavioral factors. Utilizing the K-modes clustering algorithm, researchers segmented respondents, identifying three key clusters characterized by their familiarity and perceptions of value co-creation.
Cluster 1, termed “High Familiarity - Positive Perception,” included middle-aged individuals with significant familiarity with EHR systems. These users reported high levels of satisfaction and viewed mobile EHRs positively, with many asserting their ability to monitor health data and collaborate more effectively with healthcare providers. A participant from this group noted, "With the application, I can monitor my health data. I also can comprehensively consult with the doctor for my medication." This reflects not just familiarity but a functional integration of EHR tools within their healthcare management.
Conversely, Cluster 2, “Low Familiarity - Positive Perception,” comprised younger respondents who were aware of EHR systems but had less engagement with them. Despite limited experience, they exhibited favorable views about resource sharing and integration; over 65% acknowledged the EHR’s potential for enhancing their healthcare coordination. Although they had not fully adopted these systems, their positive outlook on value co-creation hints at the potential for increased engagement if barriers to access are addressed.
The third group, “High Familiarity - Neutral to Negative Perception,” revealed concerning insights. While these middle-aged participants had accessed mobile EHR systems, their experiences were marred by neutrality or dissatisfaction. Issues such as complex registration processes and concerns over privacy hindered their positive engagement with the EHRs. One participant expressed frustration, stating, "I am experiencing complicated sign-up verification due to extensive personal data..." A key insight from this cluster is the misalignment between user expectations and the system interactions, which can lead to value destruction.
The study highlights the transformational role of digital technology within healthcare, positing the importance of integrating patient inputs to achieve effective value co-creation. Researchers noted, "Effective alignment fosters value co-creation through resource access, sharing, integration, and recombination, whereas misalignment may result in value destruction." These findings clarify how patient engagement can either drive innovation or stall adoption industry-wide, contingent upon user satisfaction with the systems.
To develop and implement effective mobile EHR solutions, healthcare providers must acknowledge patients as fundamental actors rather than passive recipients of care. Their experiences, perceptions, and frustrations must inform how these digital health tools are structured, creating environments where individuals feel empowered to actively manage their health information.
Studying how diverse user characteristics influence perceptions sheds light on the functionality and efficacy of digital health innovations. For example, participants from the high familiarity cluster reported significant engagement with the mobile EHR, illustrating the positive outcomes of well-aligned digital solutions. On the other hand, findings from the neutral to negative perception group signify the urgent need for refinements to address user interface issues, security concerns, and operational inefficiencies.
Continuing to simplify the EHR systems, ensuring privacy, and actively engaging users will facilitate co-creation processes. The evidence suggests significant disparities exist between user experiences of healthcare technology even when familiarity is shared. Therefore, engaging and educating patients through user-friendly platforms and systems is imperative.
While the exploration of these clusters provides valuable insights, the study acknowledges the need for future research focusing on the perspectives of healthcare providers—another key group of EHR users. Understanding their experiences could complement patient findings, creating comprehensive strategies to improve digital co-creation initiatives.
This study advances our grasp of how patient characteristics and perceptions interact within digital health ecosystems and advocates for more effective digital tools to meet the diverse needs of all stakeholders. Aligning patient expectations with EHR capabilities can significantly improve user engagement and drive the co-creation of value, thereby enhancing overall healthcare outcomes.