Evaluating digital maturity and patient acceptability of real-time patient experience feedback systems: a systematic review

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Title: Evaluating digital maturity and patient acceptability of real-time patient experience feedback systems: a systematic review
Authors: Khanbhai, MHF
Flott, KM
Darzi, A
Mayer, E
Item Type: Journal Article
Abstract: Background: One of the essential elements of a strategic approach to improving patients’ experience is to measure and report on patients’ experiences in real time. Real-time feedback (RTF) is increasingly being collected using digital technology; however, there are several factors that may influence the success of the digital system. Objective: The aim of this review was to evaluate the digital maturity and patient acceptability of real-time patient experience feedback systems. Methods: We systematically searched the following databases to identify papers that used digital systems to collect RTF: The Cochrane Library, Global Health, Health Management Information Consortium, Medical Literature Analysis and Retrieval System Online, EMBASE, PsycINFO, Web of Science, and CINAHL. In addition, Google Scholar and gray literature were utilized. Studies were assessed on their digital maturity using a Digital Maturity Framework on the basis of the following 4 domains: capacity/resource, usage, interoperability, and impact. A total score of 4 indicated the highest level of digital maturity. Results: RTF was collected primarily using touchscreens, tablets, and Web-based platforms. Implementation of digital systems showed acceptable response rates and generally positive views from patients and staff. Patient demographics according to RTF responses varied. An overrepresentation existed in females with a white predominance and in patients aged ≥65 years. Of 13 eligible studies, none had digital systems that were deemed to be of the highest level of maturity. Three studies received a score of 3, 2, and 1, respectively. Four studies scored 0 points. While 7 studies demonstrated capacity/resource, 8 demonstrated impact. None of the studies demonstrated interoperability in their digital systems. Conclusions: Patients and staff alike are willing to engage in RTF delivered using digital technology, thereby disrupting previous paper-based feedback. However, a lack of emphasis on digital maturity may lead to ineffective RTF, thwarting improvement efforts. Therefore, given the potential benefits of RTF, health care services should ensure that their digital systems deliver across the digital maturity continuum.
Issue Date: 14-Jan-2019
Date of Acceptance: 24-Sep-2018
URI: http://hdl.handle.net/10044/1/65026
DOI: https://doi.org/10.2196/jmir.9076
ISSN: 1438-8871
Publisher: JMIR Publications
Journal / Book Title: Journal of Medical Internet Research
Volume: 21
Issue: 1
Copyright Statement: ©Mustafa Khanbhai, Kelsey Flott, Ara Darzi, Erik Mayer. Originally published in the Journal of Medical Internet Research (http://www.jmir.org), 14.01.2019. This is an open-access article distributed under the terms of the Creative Commons Attribution License (https://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work, first published in the Journal of Medical Internet Research, is properly cited. The complete bibliographic information, a link to the original publication on http://www.jmir.org/, as well as this copyright and license information must be included.
Sponsor/Funder: Imperial College Healthcare NHS Trust- BRC Funding
National Institute for Health Research
The Health Foundation
National Institute of Health Research
Funder's Grant Number: RDB04
n/a
RDB18 79650
Keywords: Science & Technology
Life Sciences & Biomedicine
Health Care Sciences & Services
Medical Informatics
digital maturity
digital technology
feedback
patient experience
real time
CENTERED CARE
E-MAIL
SATISFACTION
EDUCATION
OUTCOMES
PORTALS
digital maturity
digital technology
feedback
patient experience
real time
Medical Informatics
08 Information and Computing Sciences
11 Medical and Health Sciences
17 Psychology and Cognitive Sciences
Publication Status: Published
Article Number: e9076
Online Publication Date: 2019-01-14
Appears in Collections:Division of Surgery
Faculty of Medicine



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