The current state of usability within a local healthcare software interface : a usability study concerning practitioner satisfaction and performance

Abstract

Electronic medical records (EMRs) and medical applications in general, have long been condemned for the lack of adherence towards user-centered guidelines. This often results to dissatisfaction and, at times, abandonment from practitioners, both of which are not an option in today’s technologically driven workplace. This study examines user satisfaction with regards to the usability of a local EMR interface, while also investigating the role with which satisfaction can inform both performance and future design decisions. A questionnaire was distributed to patient-facing healthcare professionals, namely staff nurses and house officers who routinely made use of iSoft Clinical Manager (ICM), an electronic medical record (EMR). Lingering issues within the interface were assessed and specified, and practitioner’s attitudes towards the EMR were also examined. Statistical analysis of the fifty responses that were collected, revealed that there were a number of inconsistencies across different screens within the interface and that content was inadequately organized and difficult to find at times. Additionally, results indicated that error recovery, system response time and accessibility were amongst the most prominent pain points. Respondents also remarked that the current iteration of the software felt dated and that even the slightest delays were a major disruption especially in a severe medical situation. This study provides feasible recommendations regarding what considerations should be taken for a more usable iteration of the interface, such as minimizing user journeys for rudimentary tasks and providing feedback after different interactions to decrease cognitive load. It also increases awareness regarding the adoption of user-centered design principles within healthcare technologies such as electronic medical records.