Jolie Haun|Jason Lind|Stephanie L. Shimada|Tracey Martin|Robert M Gosline|Nicole Antinori|Max Stewart|Steven R. Simon
Evaluating User Experiences of the Secure Messaging Tool on the Veterans Affairs’ Patient Portal System
James A. Haley Veterans' Hospital|Florida College|University of South Florida|James A. Haley Veterans' Hospital|Edith Nourse Rogers Memorial Veterans Hospital|Quality Enhancement Research Initiative|University of Massachusetts Chan Medical School|Boston University|VA New England Healthcare System|James A. Haley Veterans' Hospital|James A. Haley Veterans' Hospital|VA Boston Healthcare System|VA Boston Healthcare System
united states department veterans affairs implemented electronic asynchronous secure messaging tool within webbased patient portal ie healthevet support patientprovider communication electronic resource promotes continuous coordinated patientcentered care date little research evaluated patients experiences preferences using secure messagingthe objectives mixedmethods study 1 characterize veterans experiences using secure messaging healthevet portal 3month period including system usability 2 identify barriers facilitators use 3 describe strategies support veterans use secure messagingwe recruited 33 veterans access previously used portals secure messaging tool used combination indepth interviews facetoface usertesting review transmitted secure messages veterans staff telephone interviews three months following initial contact assessed participants computer health literacy initial followup interviews used contentanalysis approach identify dominant themes qualitative data compared inferences data sources interviews usertesting message review identify convergent divergent data trendsthe majority veterans 2733 82 reported satisfied secure messaging initial interview satisfaction ratings increased 97 3132 1 missing followup interviews veterans noted secure messaging useful communicating primary care team manage health care needs eg healthrelated questions test requests results medication refills questions managing appointments four domains emerged interviews 1 perceived benefits using secure messaging 2 barriers using secure messaging 3 facilitators using secure messaging 4 suggestions improving secure messaging veterans identified demonstrated impediments successful system usage addressed education skill building system modifications analysis secure message content data provided insights reasons use disclosed participants interviews specifically sensitive health topics erectile dysfunction sexually transmitted disease inquiriesveterans perceive secure messaging healthevet patient portal useful tool communicating health care teams however maximize sustained utilization secure messaging marketing education skill building system modifications needed data study inform largescale quantitative assessment secure messaging users experiences representative sample validate qualitative findings