User-centric evaluation of EHR software through NLP-driven investigation: Implications for product development and user experience

Abstract

In today's rapidly digitising world, organisations often face challenges in achieving successful technology implementation, with low returns on investment and a significant gap between technology utilisation and acceptance. Electronic Health Record (EHR) software provides a comprehensive platform for storing, managing, and gaining access to patient data, enabling healthcare providers to provide high-quality care and make informed decisions. Conducting a comprehensive analysis of EHR software decision-level user reviews can contribute to improving and optimising EHR systems. Incorporating principles of user innovation, the study aims to investigate the significance of online review analysis in product development and reduce the technology acceptance gap. The study employs document-topic theme mining techniques, specifically BERTopic, a topic modelling technique, VADER sentiment analysis, and NRCLex Affect dictionary-based emotion analysis to extract meaningful aspect-based insights from the vast unstructured data of online reviews about EHR software. The study helps healthcare organisations get insights from user perspectives and highlights the importance of user review evaluation in purchasing or switching EHR software. It contributes to the existing literature on software evaluation, software requirement analysis, marketing and positioning strategy analysis, and online user review analysis. In addition to the challenges faced in the healthcare sector, the study recognises that technology transition issues are pervasive across various domains. Common challenges include the need for seamless integration with existing workflows, addressing resistance to change, navigating data security and privacy concerns, and fostering a technology-friendly culture. By exploring these challenges within the context of EHR software, the research contributes valuable insights with broader implications for diverse industries undergoing digital transformation.