title: Patient web services integrated with a shared medical record: patient use and satisfaction.
abstract: OBJECTIVE
  This study sought to describe the evolution, use, and user satisfaction of a patient Web site providing a shared medical record between patients and health professionals at Group Health Cooperative, a mixed-model health care financing and delivery organization based in Seattle, Washington.
  
  
  METHODS
  This study used a retrospective, serial, cross-sectional study from September 2002 through December 2005 and a mailed satisfaction survey of a random sampling of 2,002 patients.
  
  
  METHODS
  This study measured the adoption and use of a patient Web site (MyGroupHealth) from September 2002 through December 2005.
  
  
  RESULTS
  As of December 2005, 25% (105,047) of all Group Health members had registered and completed an identification verification process enabling them to use all of the available services on MyGroupHealth. Identification verification was more common among patients receiving care in the Integrated Delivery System (33%) compared with patients receiving care in the network (7%). As of December 2005, unique monthly user rates per 1,000 adult members were the highest for review of medical test results (54 of 1,000), medication refills (44 of 1,000), after-visit-summaries (32 of 1,000), and patient-provider clinical messaging (31 of 1,000). The response rate for the patient satisfaction survey was 46% (n = 921); 94% of survey respondents were satisfied or very satisfied with MyGroupHealth overall. Patients reported highest satisfaction (satisfied or very satisfied) for medication refills (96%), patient-provider messaging (93%), and medical test results (86%).
  
  
  CONCLUSIONS
  Use and satisfaction with MyGroupHealth were greatest for accessing services and information involving ongoing, active care and patient-provider communication. Tight integration of Web services with clinical information systems and patient-provider relationships may be important in meeting the needs of patients.
authors: Center for Health Studies, Group Health Cooperative, 1730 Minor Avenue, Seattle, WA 98101-1448, USA. ralston.j@ghc.org
authors: James D
authors: JD
authors: Ralston
authors: David
authors: D
authors: Carrell
authors: Robert
authors: R
authors: Reid
authors: Melissa
authors: M
authors: Anderson
authors: Maureena
authors: M
authors: Moran
authors: James
authors: J
authors: Hereford
mesh_terms: D000328:Adult; D000368:Aged; D001292:Attitude to Computers; D016494:Computer Security; D003430:Cross-Sectional Studies; D019033:Delivery of Health Care, Integrated; D005260:Female; D019538:Health Care Surveys; D006801:Humans; D007348:Insurance, Health; D020407:Internet / Q000458:organization & administration / Q000706:statistics & numerical data; D016014:Linear Models; D008297:Male; D016347:Medical Records Systems, Computerized / Q000458:organization & administration / Q000706:statistics & numerical data; D008875:Middle Aged; D009862:Online Systems; D017060:Patient Satisfaction; D012189:Retrospective Studies; D018511:Systems Integration
references: J Am Med Inform Assoc. 2006 Mar-Apr;13(2):121-6
references: 16357345
references: Med Care. 1989 Mar;27(3 Suppl):S110-27
references: 2646486
references: J Am Med Inform Assoc. 2003 Mar-Apr;10(2):129-38
references: 12595402
references: Health Serv Res. 1991 Apr;26(1):53-74
references: 1901841
references: Inform Prim Care. 2004;12(3):129-38
references: 15606985
references: Ann Intern Med. 2001 May 1;134(9 Pt  2):889-97
references: 11346325
references: Med Care. 1986 Apr;24(4):332-9
references: 3515060
references: Arch Intern Med. 2004 Apr 12;164(7):793-800
references: 15078650
references: BMJ. 2004 May 15;328(7449):1159
references: 15142919
references: J Am Med Inform Assoc. 2004 Nov-Dec;11(6):505-13
references: 15299001
references: Ann Intern Med. 1985 Apr;102(4):520-8
references: 3977198
references: J Am Med Inform Assoc. 2005 Mar-Apr;12(2):164-71
references: 15561786
references: Health Aff (Millwood). 2005 Sep-Oct;24(5):1290-5
references: 16162575
references: J Am Med Inform Assoc. 2003 May-Jun;10(3):260-70
references: 12626378
references: HMO Pract. 1992 Mar;6(1):13-9
references: 10119658
references: J Fam Pract. 1999 May;48(5):356-63
references: 10334612
references: J Am Med Inform Assoc. 2006 Jan-Feb;13(1):91-5
references: 16221943
references: J Am Med Inform Assoc. 1998 Nov-Dec;5(6):563-70
references: 9824803
references: Ann Intern Med. 1997 Dec 15;127(12):1097-102
references: 9412313
references: J Gen Intern Med. 1988 Sep-Oct;3(5):448-57
references: 3049968
references: Jt Comm J Qual Saf. 2003 Sep;29(9):443-51
references: 14513667