Issues with an EHR

at
Categories
Tags

 

Identify three user issues with an EHR and create a problem statement.
Part 1: Voice of the Customer: To start your usability and UX project, you need to collect the voice of the customer. Here are two methods you can use:
1. Talk to an EHR user and ask for three things they don’t like or have issues with. If you work at a healthcare facility, you can talk to an EHR user there. If you don’t work at a healthcare facility, you can visit it and ask to speak to someone who uses the EHR and ask for three complaints or issues about the EHR they are using.

Sample Solution

Here are three frequently cited user issues with EHRs, along with problem statements:

Issue 1: Cluttered Interface and Complex Navigation

Problem Statement: EHRs often present information in a dense, disorganized manner, with numerous tabs, menus, and fields, making it difficult for users to quickly locate and access essential patient information and complete tasks efficiently.

Issue 2: Inefficient Data Entry and Documentation

Problem Statement: EHRs often require excessive manual data entry, repetitive tasks, and navigating through multiple screens to document patient information. This leads to frustration, wasted time, and potential errors, detracting from patient care.

Issue 3: Lack of Customization and Flexibility

Problem Statement: EHRs often lack sufficient customization options to tailor workflows and views to individual user preferences and specialties. This results in suboptimal efficiency and a sense of frustration among users who feel constrained by rigid systems.

Collecting Voice of the Customer (VOC) Data:

To gather more specific VOC data, consider these techniques:

1. Conduct User Interviews:

  • Engage with a diverse range of EHR users (nurses, physicians, pharmacists, administrative staff) to understand their experiences and pain points.
  • Ask open-ended questions to elicit detailed feedback, such as:
    • What are the top three challenges you face when using the EHR?
    • What tasks are most time-consuming or frustrating?
    • Can you describe a recent time when the EHR hindered your workflow?
    • What features or improvements would make the EHR more efficient and user-friendly?

2. Facilitate Focus Groups:

  • Gather groups of users to discuss experiences and brainstorm solutions, encouraging open dialogue and idea-sharing.
  • Use techniques like brainstorming and card sorting to identify common themes and prioritize issues.

3. Analyze User Feedback and Data:

  • Collect and review existing user feedback channels (e.g., surveys, support tickets, help desk calls) to identify recurring issues.
  • Utilize analytics tools to track user behavior within the EHR, identifying areas of frequent clicks, delays, or errors.

Remember:

  • Ensure anonymity and confidentiality to encourage honest feedback.
  • Involve users throughout the process, validating findings and incorporating their perspectives into design solutions.
  • Continuously gather VOC data to monitor the effectiveness of EHR improvements and identify new issues that arise.

This question has been answered.

Get Answer