Usability of EHR Systems: Users Experiences of EHR Design and Functionality in Terms of Effectiveness, Efficiency, and Satisfaction Post-implementation
Abstract
Electronic Health Records have profoundly transformed healthcare, transitioning from traditional paper-based documentation to digital systems. While electronic health records offer considerable advantages, including streamlined access to patient information and enhanced clinical documentation, they also present usability challenges that impede their effective integration into healthcare settings. Primary issues include documentation processes that are often time-consuming and frustrating, which can negatively affect patient interactions and place additional burdens on healthcare providers, increasing the likelihood of errors. Moreover, poorly designed system features frequently disrupt established workflows, contributing to user dissatisfaction and operational inefficiencies. Despite the pressing need to address these usability challenges, many electronic health records vendors still do not undertake comprehensive evaluations during the design and implementation phases. Most research has primarily focused on the interactions of physicians and nurses with electronic health records, neglecting the experiences of other critical stakeholders who support and make decisions regarding these systems. This phenomenological qualitative study aimed to bridge this gap by exploring the lived experiences of direct users, those who engage with electronic health records for clinical tasks, and indirect users, who support and manage these systems. By examining factors such as policies, training, and user support, this research sought to identify the facilitators and barriers to using electronic health records effectively. The findings highlighted differences between the experiences of direct and indirect users. Direct users frequently reported heightened frustration and reduced efficiency due to documentation challenges, while indirect users emphasized the necessity for more user-friendly system designs and continuous support. Additionally, the study found that hospitals often need more formal feedback mechanisms to capture and address user experiences post-implementation, leading to the neglect of critical insights from end-users. This study emphasizes the importance of continuous evaluation and optimization of electronic health records. By prioritizing user-centred design, enhancing training and support, and establishing robust feedback mechanisms, healthcare institutions can improve electronic health records usability, ultimately leading to better patient care and safety.