PATIENT SATISFACTION ON THE EFFECTIVENESS OF
ELECTRONIC HEALTH RECORD SYSTEM IN THE
RADIOLOGY DEPARTMENT CAGAYAN DE ORO CITY
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PROPONENTS
CHAPTER 1
THE PROBLEM AND ITS SCOPE
Introduction
The medical record of patients is a central process in healthcare centers and facilities in
incorporating data and information of the patient, health and medical history, and the detailed and
accurate documentation of every patient’s consultation. According to Roberts, Dick, Steen, &
Dether (1999), medical record of patients can affect the healthcare workers who are associated in
providing healthcare services and needs to patients, and patients receiving the treatment. Patient
records provide increase in accuracy and quality of healthcare services in storing, sorting, and
documenting patient data while improving communication, and following up check-ups and
investigations. Despite the fact that the traditional paper-based medical records (PMR) have been
used for more than a decade, paper-based medical records has led to missing patient data, illegible
hand-writing, and inability to simultaneously access data, trouble in compiling data records, and
the need for large facility in storing the file (MediPro, 2019).
In improving the service during the technological advancement stage, the utilization of
electronic health record (EHR) has created a significant transition in the healthcare process from
the traditional PMR to a digital version or EHR. The use of electronic health record (EHR) for
management and administrative purposes has been increasingly employed in collecting and
gathering medical information from patients. Electronic health record (EHR) offers various
supports in medical decision making, promoting the strict follow of guidelines, and increasing the
coordination from different healthcare providers and medicinal practitioners, and it improves the
patient’s quality of life. Meanwhile, it also provides benefits including standardized format for
documentation, easier patient access, and facilitating easier workflow and communication in
between healthcare workers and administrators, at the same time of reducing hospital costs.
According to Ridd, Shaw, Lewis, and Salisbury (2009), physician-patient communication is the
main element for an effective healthcare, as physicians tend to consult their patients for an
extended period. The establishment of good relationship between the physicians and patient’s
effective gathering system information can create an accurate diagnosis and treatment plan for
improving the overall outcome.
Physician-patient-communication is an effective tool to improve satisfaction, compliance,
and adherence of the patient care plan, and studies also suggested that potential information can
aid the understanding between physician and patients. However, the satisfaction of patient’s
satisfaction through electric medical records has been one of the greatest concerns in the
implementation of EHR has not been researched thoroughly (Shachak & Reis, 2009). The process
of EHR requires additional interacting in the clinical consultation, and it is important to explore
the impact of EHR on the physician-patient relationship and communication, and it indicates that
the use of EHR could enhance and acknowledge the patient’s conditions and management plans.
As of now, in the Philippines, no studies have been presented exploring the patient satisfaction to
the use of Electronic Health Record.
Furthermore, this study aims to measure the satisfaction of patients in general. Formal
evaluation of the system can provide depth understanding on the satisfaction of the patients, and
how it can increase the accuracy of using electronic health records system.
Theoretical Framework
Social
Demographic profile of the
respondents including age, sex,
civil status and highest
educational attainment
Socio-Psychological
Theory
Psychological
Perceived patient satisfaction
on the use of EHR among the
radiology department of
hospitals in Cagayan de Oro
City
Figure 1. Theoretical Framework of the Study
Schematic Diagram
Independent Variable
1. Demographic profile
of the respondents
 Age
 Gender
 Civil Status
 Highest
Educational
Attainment
2. Effectiveness of
utilizing EHR in terms
of:
 Tracking
of
records
 Confidentiality
 Improved
service
 Data relevance
and preciseness
Dependent Variable
Level of patient
satisfaction in EHR in
radiology department of
the selected private and
public hospitals in
Cagayan De Oro City,
Philippines
Figure 2. Schematic Diagram of the Study
This study is focused on the patient satisfaction on the effectiveness of the electronic health
record system in radiology department. Moreover, figure 2 of this study shows the relationship of
the variables of used in this study. It indicates that the dependent variable is the patient satisfaction
determined by the effectiveness of electronic health record system in radiology department. The
demographic profile and effectiveness of electronic health record system are the independent
variable.
Statement of the Problem
The use of electronic health record (EHR) has been increasing in the field of healthcare
and medicine. While the use of EHR has been found to impose a positive impact on ensuring the
completeness of notes and patient details at the end of consultation, some studies also suggested
that EHR put a negative influence on patient-centeredness and emotional communication, thus
creating a rapport between patients and physicians (Alkureishi, Lee, Lyons, Press, Imam,
Nkansah-Amankra, Werner, & Arora, 2016). In addition to that, patients also have a wide variation
in satisfaction after EHR incorporation.
In light of this manner, this study seeks to answer for the following questions:
1. What is the demographic profile of the respondents in terms of the following?
1.1 age;
1.2 sex;
1.3 civil status; and
1.4 highest educational attainment?
2. What is the patient satisfaction of the EHR of the selected private and public hospitals in
Cagayan De Oro City, Philippines in terms of the following?
2.1 tracking of records;
2.3 confidentiality;
2.5 Availability;
2.7 data relevance and preciseness?
Hypothesis/Assumptions
The following statements are testable predictions that the researchers expect at the end of
the study:
H01: There is no significant relationship between the demographic profile of the
respondents and their perceived satisfaction to electronic health records (EHR) of the radiology
department of the selected private and public hospitals in Cagayan De Oro City, Philippines.
H02: There is a significant relationship between the electronic health record and their
perceived satisfaction to the effectiveness of electronic health records (EHR) of the radiology
department of the selected private and public hospitals in Cagayan De Oro City, Philippines.
Significance of the study
The result of the study will be of great benefit to the following individual/s:
Health professionals. The findings will provide health professionals with some knowledge on the
efficacy of electronic health record systems and patient satisfaction. Documentation is the
foundation for health care; not only the quality of care for the patient but also the timely, effective
and efficient care for all patients. The quantity and quality of the documentation is important not
only for patient care, but also for the foundation of the organization.
Students. The findings will provide students with some knowledge on the efficacy of electronic
medical record systems and patient satisfaction with health care facilities in the radiology
department. By the conclusion of this study, students will eventually be aware of the efficacy and
value of the electronic health record system.
Future Researchers. The future researches may use this research as their guide or for their related
studies and can improve it. It can be used as a reference in future studies that will focus on the
patient satisfaction on the effectiveness of electronic health record system in radiology department,
as well as, other aspect covered in this study.
Scope and Delimitation of the Study
This research focuses on the satisfaction of patients on the use of electronic health record
through the use of descriptive research approach. Structured questionnaire administered through
Google Forms will be used for this study and random sampling will be used in choosing the
hospitals to be included in the study.
The study will include only the patient who have underwent radiologic examination and
patients that have a follow-up check-up. The study covers only within the parameter of the selected
private and public hospitals in Cagayan De Oro City, Philippines.
Five (5) hospitals will be chosen for this study, assessing the satisfaction of the patients
from radiology department on the use of electronic health record. Sectors of satisfaction are limited
to the satisfaction of patients in the following aspects: tracking of records, pacing, confidentiality,
accessibility, improved service, reduced waiting time, data relevance and preciseness, and clinical
encounter time.
Furthermore, sectors of patient satisfaction that has not been mentioned will not be in the
scope of this research.
Definition of Terms
Electronic Health Record. An electronic medical record is an electronic collection of
information about a person that is stored on computer, containing information about a patient’s
health data including diagnoses, medicine, tests, allergies, immunization, and treatment plans.
Patient Satisfaction. Patient satisfaction is an important measurement and indicator for
measuring the quality in healthcare. It affects the clinical outcomes, patient retention, and medical
malpractice claims between patients and attending physicians.
Paper-based Medical Records. Paper-based medical records are combination of selfreported and clinical diagnostic notes that are based and standardized on paper-based mediums.
Demographic Profile. Demographic profiles are referred to as the characteristics of
population including race, gender, and age. Demographic profiles provide data in regards to
research participants, and determination of information of the representative sample of target
population.
Age. In this study, it refers to the length of time a patient has lived or existed.
Gender. In this study, it refers to what is used to identify a patient.
Effectiveness. In this study, Effectiveness is the capability of producing a desired result or
the ability to produce desired output.
Satisfaction. In this study, is the act of fulfilling a need, desire, or appetite, or the feeling
gained from such fulfillment.
Tracking of records. In this study, record of past performance is often taken as an
indicator of likely future performance.
Confidentiality. In this study, privacy and respecting someone's wishes. It means that
professionals shouldn't share personal details about someone with others, unless that person has
said they can or it's absolutely necessary.
Accessibility. In this study, Accessibility can be viewed as the "ability to access" and
benefit from some system or entity.