Embed Size (px)
Citation preview
IVF patients' preferences in service design
Jan Kremer & Wouter TuilRadboud University Nijmegen MC
2
INTRODUCTION
Saturday, April 21, 2012
2001
3
INTRODUCTION
• Preliminary research (Haagen et al. 2003)– Patients are online
(81%)– Patients are on the internet for medical purposes (54%)– Patients want online interaction with their physician (69%)– Patients want online access to their medical records (82%)
• Based on these findings the virtual IVF clinic was created
Saturday, April 21, 2012
Human Reproduction Vol.18, 2073, 2003
4
VIRTUAL IVF CLINIC
Saturday, April 21, 2012
2003
5
VIRTUAL IVF CLINIC
• Interactive website– General information– Personal information– Communication
• Promote patient empowerment• Safe, secure and efficient
Saturday, April 21, 2012
6
VIRTUAL IVF CLINIC
Generic Information
• IVF treatment• Clinic• FAQ• Stories• Links• Literature• Videos
Personal information
• Medical record• Dayplanner• Embryo-pictures• Prognosis• Correspondence
Communication
• Chat• Discussion forum• E-mail
Saturday, April 21, 2012
13
RESEARCH QUESTIONS
1. Use and usefulness of the website
2. What are the time-dynamics of the website?• Weeks, Treatment phase
3. Types of online behavioral styles?
Saturday, April 21, 2012
14
METHODS
• Questionnaire (n=54)– Demographics– Usefulness of the website
• Automated logging of viewed pages (n=1050)– User– Requested functionality– Date & time
Saturday, April 21, 2012
15
1. USE AND USEFULNESS
Saturday, April 21, 2012
USE and USEFULNESS
Saturday, April 21, 2012 16Tuil et al. Hum Reprod. 2006: 2955-9.
Useful
General information (top 3)
1. Frequently Asked Questions2. Information about the clinic3. Information about the treatment
88 %67 %63 %
Personal information (top 3)
1. Medical Record2. Day planner3. Embryo photos
96 %92 %79 %
Communication
1. E-mail2. Discussion forum3. Chat
77 %73 %58 %
Useful Pageviews
General information (top 3)
1. Frequently Asked Questions2. Information about the clinic3. Information about the treatment
88 %67 %63 %
7,98.8
62,2
Personal information (top 3)
1. Medical Record2. Day planner3. Embryo photos
96 %92 %79 %
36,030,450,1
Communication
1. E-mail2. Discussion forum3. Chat
77 %73 %58 %
2,4139,545,3
Saturday, April 21, 2012 17Tuil et al. Hum Reprod. 2006: 2955-9.
USE and USEFULNESS
18Saturday, April 21, 2012
TIME DYNAMICS
19
PAGEVIEWS OVER TIME
Saturday, April 21, 2012
1 2 3 4 5 6 7 8 9 100
1000
2000
3000
4000
5000
6000
Communication (34.2%) General information (25.4%)Personal Information (17.9%) Navigation (22.4%)
weeks after first visit
page
view
s
Tuil et al. Fertil Steril. 2009; 953-6
20
PAGEVIEWS PER TREATMENT PHASE
Saturday, April 21, 2012
T1 T2 T3 T4 T5 T1 T2 T3 T4 T5 T1 T2 T3 T4 T50
2
4
6
8
10
12
Page
view
s pe
r vis
itor p
er d
ay (C
I)
Generic Information Patient specificInformation
Communication
T1: pretreatment T2: stimulation T3 opu&et T4: luteal phase T5: posttreatment
Tuil et al. Fertil Steril. 2009; 953-6
21
3. BEHAVIORAL STYLES
Saturday, April 21, 2012
22
BEHAVIORAL STYLES (factor analysis)
Content Type Individual information style
Generic information style
Communication style
Medical records 0.89 0.23 0.30Treatment information 0.89 0.30 0.30Personalised prognosis 0.80 0.31 0.22FAQ 0.67 0.40 0.12Downloadable documents 0.67 0.39 0.29Day planner 0.46 0.41 0.23Literature 0.20 0.71 0.17General information 0.45 0.62 0.23External links 0.25 0.62 0.17Website help 0.20 0.61 0.13Hospital information 0.48 0.60 0.23Bulletin board (viewing) 0.38 0.24 0.86Bulletin board (posting) 0.14 0.14 0.83Chatroom 0.24 0.25 0.62
Saturday, April 21, 2012 Tuil et al. Hum Reprod. 2008:2501-5
23
BEHAVIORAL STYLES (prevalence)
Individual information style
Generic information style
Communication style n(%)
None of the styles ○ ○ ○ 411 (35.7%)
One of the styles ● ○ ○ 195 (17.0%) ○ ● ○ 156 (13.6%) ○ ○ ● 52 (4.5%)Two of the styles ● ● ○ 138 (12.0%) ● ○ ● 66 (5.7%) ○ ● ● 60 (5.2%)All three styles ● ● ● 72 (6.3%)
Saturday, April 21, 2012 Tuil et al. Hum Reprod. 2008:2501-5
24
Generic information Personal Information Communication0%5%
10%15%20%25%30%35%40%
29%33%
38%
BEHAVIORAL STYLES (dominance)
12 november 2008 Tuil et al. Hum Reprod. 2008:2501-5
25
DETERMINANTS OF BEHAVIORAL STYLES
Saturday, April 21, 2012 Tuil et al. Hum Reprod. 2008:2501-5
Personal information style: Sharing emotions (p=0.028) Paid employment (p=0.007)
Generic information style: Depression (p=0.028)
Communication style: Anxiety (p=0.005) Paid employment (p=0.021)
26
CONCLUSIONS
Saturday, April 21, 2012
27
CONCLUSIONS
• The majority of functions are used and perceived as useful– Discussion forum is used most frequently– Personalized information is valued as most useful
• Usage varies greatly over time– High number of page views during the OPU and ET– Information at the beginning and communication at the end of treatment
• There are three types of online behavior styles– Personal information, generic information and communication– Anxiety, depression and employment are determinants of these styles
Saturday, April 21, 2012
Patients play a crucial role in service design
@JKNL and @WouterTuil
