Abstract
BackgroundSmartphones are positioned to transform the way health care services gather patient experience data through advanced mobile survey apps which we refer to as smart surveys. In comparison with traditional methods of survey data capture, smartphone sensing survey apps have the capacity to elicit multidimensional, in situ user experience data in real time with unprecedented detail, responsiveness, and accuracy.ObjectiveThis study aimed to explore the context and circumstances under which patients are willing to use their smartphones to share data on their service experiences.MethodsWe conducted in-person, semistructured interviews (N=24) with smartphone owners to capture their experiences, perceptions, and attitudes toward smart surveys.ResultsAnalysis examining perceived risk revealed a few barriers to use; however, major potential barriers to adoption were the identity of recipients, reliability of the communication channel, and potential for loss of agency. The results demonstrate that the classical dimensions of perceived risk raised minimal concerns for the use of smartphones to collect patient service experience feedback. However, trust in the doctor-patient relationship, the reliability of the communication channel, the altruistic motivation to contribute to health service quality for others, and the risk of losing information agency were identified as determinants in the patients’ adoption of smart surveys.ConclusionsOn the basis of these findings, we provide recommendations for the design of smart surveys in practice and suggest a need for privacy design tools for voluntary, health-related technologies.
Highlights
High-quality patient-centered care is widely recognized as a priority in health care [1] and has been shown to improve patient experience, patient safety, and accessibility to services [2,3]
Participants were classified according to their privacy persona and their dimensions of perceived risk, and their responses were sequentially analyzed to allow researchers to evaluate the breadth of our sample and to ensure that individuals with different technical backgrounds as well as varying degrees of privacy tolerance related to information sharing were included in the study
We conducted 24 semistructured interviews with smartphone users to explore the types of perceived risks that may exist when using smart surveys in the context-sensitive health services sector
Summary
Background High-quality patient-centered care is widely recognized as a priority in health care [1] and has been shown to improve patient experience, patient safety, and accessibility to services [2,3]. Mobile technology overcomes many of the limitations of paper-based surveys and enables collection of large quantities of real-time data over a broad geographical area. Exploiting this technology opens the possibility of private and public sector services, health care providers, and government bodies effectively engaging with the public, one-on-one, to better respond to their needs. Smartphones are positioned to transform the way health care services gather patient experience data through advanced mobile survey apps which we refer to as smart surveys. In comparison with traditional methods of survey data capture, smartphone sensing survey apps have the capacity to elicit multidimensional, in situ user experience data in real time with unprecedented detail, responsiveness, and accuracy
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