Communicating laboratory results through a Web site: Patients' priorities and viewpoints.

Abstract

Patients can access laboratory results using various technologies. The aim of this study was to integrate the laboratory results into the hospital Web site based on patients' viewpoints and priorities and to measure patients' satisfaction. This descriptive-analytical study was conducted in 2015. First, a questionnaire was distributed among 200 patients to assess patients' priorities to receive laboratory results through the Web site. Second, those who agreed (n=95) to receive their laboratory results through the Web site were identified. Then, the required changes were made to the hospital Web site based on patients' viewpoints and priorities. Third, patients were divided into two groups. The first group received their laboratory results through the Web site on the date had been announced during their visit to the laboratory. The second group was informed by SMS once their results were shown on the Web site. After receiving laboratory results, patients' satisfaction was evaluated. More than half of the participants (n=53, 55.8%) were highly satisfied with receiving the results electronically. The higher number of people in SMS group (n=9, 20.9%) reported that they were satisfied with time-saving compared to other group (n=2, 3.8%) (P=.04). Participants after receiving the results through the Web site considered the functionalities of reprinting (P<.0001) and timeliness (P=.017) more important. Integrating laboratory results into the hospital Web site based on the patients' viewpoints and priorities can improve patient satisfaction and lower the patients' concern regarding confidentiality of their results.