Design, Development and Implementation of a Touch-Screen Health Information Kiosk for Patients at the Outpatient Waiting Area in a Large Tertiary Care Hospital in India: An Evaluation of User Satisfaction

Tony RAJ, Tinku SARAH, Dhinagaran D, Allen P. UGARGOL

Abstract


This study elicits patient feedback post-accessing a health information kiosk conceptualized, designed and developed by St. John’s Research Institute and deployed in the outpatient waiting area of the 1250 bedded St. John’s Medical College Hospital, Bangalore for its ease of use, appropriateness and usefulness and ability to provide reliable, evidence-based health information. One hundred and fifty four randomly selected patients who accessed the kiosk, christened the ‘iHealth Desk’ in a chosen month took part in exit interviews for this study. Response options were on a scale of 0-9 (9 being the highest) for each parameter being ascertained.
Statistical analysis revealed that 62% of the patients rated the kiosk between ’good’ and ‘excellent’ for overall satisfaction with ‘ease of use’, 58% of them rated the kiosk between ’good’ and ’excellent’ for feedback on screen features; 45% of them rated the kiosk between ’good’ and ’excellent’ for ‘availability of health information’ on the kiosk and 59% of respondents rated the kiosk for ‘adequacy’ of health information, 62% rated the kiosk between ‘good’ and ’excellent’ for ‘ease of learning the navigational pathway’ and 55% rated the ‘kiosk capabilities’ between ‘good’ and ‘excellent’. Male and female users expressed similar non-significant levels of satisfaction in the different domains of satisfaction (p>0.05).
Ease of use, easy navigation, availability of information sought and the adequacy of health information available were found to be important parameters for user satisfaction with the health information kiosk.

Keywords


user satisfaction; health information; touch-screen kiosk; hospital OPD.

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