Patients Online Registration System: Feasibility and Perceptions

Author(s):

Ftoon H Kedwan and Taghreed Justinia*

Aim: This study attempts to measure patient and Registration and Admission (R&A) staff satisfaction levels towards the Traditional Queuing Method (TQM) in comparison with a proposed Online Registration System (ORS). This study also investigates patients’ perceptions of the ORS and the feasibility and acceptance of the R&A staff in a healthcare organization. Materials and Methods: A stratified random sampling technique was used to distribute 385 questionnaires among outpatients registration area to gather indicating information and perspectives. Additionally, eleven face-to-face semi-structured interviews with front line hospital workers in the R&A department were conducted using a thematic content analysis approach to analyze the contents and produce results. In order for the researcher to have a direct understanding of the registration processes and activities and to gain a better understanding of the patients’ behaviors and attitudes toward them; a non-participant observation approach was conducted where observational encounters’ notes were taken and then analyzed. Results: It was found that most outpatient population (patients and registration staff) prefer ORS for a range of reasons including time consumption, cost benefit, patient comfort, data sensitivity, effortless, easiness, accuracy, and less errors. On the other hand, around 10% of them chose to go on with the TQM. Their reasons ranged from the unavailability of computer devices or internet connections to their educational backgrounds or physical disabilities. Computing devices and internet availability proved not to be an issue for the successful implementation of the ORS system, as most participants consented to having an internet connection or a device to enter ORS system (91%). Conclusion: Since more than half of the participated patients were unhappy with the TQM at registration desks (59.7%), this dissatisfaction should be addressed by an ORS implementaion that would reduce waiting time, enhance the level of attention, and improve services from frontline staff toward patients’ care.