PATIENTS’ SATISFACTION WITH ELECTRONIC HEALTH RECORD SYSTEM AND ITS EFFECT ON THE WAY OF THEIR COMMUNICATION WITH THE NURSES
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Date
2024-09-12
Authors
Qaissi, Aseel
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Journal ISSN
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Publisher
An-Najah National University
Abstract
Background: Health Information Technology, particularly Electronic Medical Records, is crucial for improving patient care quality and safety. In today's complex hospital environment, Electronic Medical Records help institutions meet government objectives and improve operational efficiency by reducing errors and increasing accuracy. This leads to a safer environment for patients and fewer medical mistakes.
Aim: The aim of the study is comparing between hospitals that use EMRs and hospitals that use paper medical record in terms of patients’ satisfaction with the provided healthcare and patients’ communication with nurses.
Methods: A comparative and descriptive study was conducted in hospitals in the West Bank of Palestine, comparing electronic medical records with paper medical records medical records. A random sample of 370 patients was selected from both types of hospitals. Data were collected using a questionnaire adapted from previous research, including the Patient Satisfaction Questionnaire (PSQ-18) for overall care satisfaction and the Consultation and Relational Empathy measure for evaluating patient-nurse communication.
Results: The study's patient population had a median age of 41, with a nearly equal distribution across hospitals. Data were analyzed using non-parametric tests due to non-normal distribution. The cohort consisted of 53.2% males and 46.8% females, with 71.6% being married and 54.6% having higher education. Income was reported as less than USD 500 per month by 52.4% of patients, with 47.6% living in cities and 45.9% in rural areas. Satisfaction levels showed variability but were generally higher in hospitals using Electronic Medical Records (EMRs), though not significantly different. Lower education levels were associated with higher communication scores (p = 0.008), and EMR usage also correlated with better communication scores (p = 0.038). Enhanced nurse communication was positively correlated with higher patient satisfaction (r = 0.261, p = 0.018).
Conclusion: Patient satisfaction was generally high, with strong agreement on the Patient Satisfaction Questionnaire items and effective communication with nurses. Satisfaction did not vary significantly with sociodemographic factors or documentation type, though better communication was notably linked to lower educational levels and hospitals using EMRs. Improved communication positively correlated with higher satisfaction. Enhancing patient-nurse communication is essential, and policymakers should focus on improving both verbal and non-verbal communication methods. Further research in this area within Palestine is recommended.