Inpatient satisfaction and usage patterns of personalized smart bedside station system for patient-centered service at a tertiary university hospital

Abstract

ObjectiveBedside stations, also known as bedside terminals, are in place to enhance the quality and experience of a hospital’s healthcare service delivery. The purpose of this study was to identify information needs and overall satisfaction with the personalized patient bedside system, called Smart Bedside Station (SBS) system, embedded in a tertiary general university hospital. MethodsEnd-user responses on the satisfaction survey and system usage logs of the SBS system were collected and analyzed. For the user opinion survey, 156 nurses and 1914 patients, their family members, or caregivers participated during the evaluation period of 2013 to 2014 in this study. All working nurses in the SBS-installed ward were answered the paper-based evaluation, for complete enumeration survey. Inpatients were voluntary participated to deliver the online questionnaire on the SBS menu. We also explored system log data including page calls and usage time from December 2013 to 2015. ResultsRegarding the relationship of overall satisfaction of the SBS with patient’s characteristics, patient’s education status and degree of familiarity with the smart device were statistically significant. From the analysis of system logs, Personalized My Menu(28.0%) was the most frequently used menu item (except for TV and Internet entertainment service use of 62.7%),it provides individual health information, such as laboratory test results, hospital fee check, message logs, daily medication information, and meal information. Next frequently used menus were information support(4.9%) which deliver hospital guide and health information and convenience service ordering(4.4%) such as meal order, bed sheet change. Satisfaction survey results and log data results show that the personalized service enhances the user satisfaction during hospital admission. ConclusionsOur post-implementation experience and subsequent assessment of SBS system is capable of providing insights into improving the hospital information system and service contents for patient-centered services. Further research should be directed at developing sophisticated patient-centered services as a communication tool between the hospital and the patient.