Using the Technology Acceptance Model to Explore User Experience, Intent to Use, and Use Behavior of a Patient Portal Among Older Adults With Multiple Chronic Conditions: Descriptive Qualitative Study

Abstract

Journal of Medical Internet Research - International Scientific Journal for Medical Research, Information and Communication on the Internet #Preprint #PeerReviewMe: Warning: This is a unreviewed preprint. Readers are warned that the document has not been peer-reviewed by expert/patient reviewers or an academic editor, may contain misleading claims, and is likely to undergo changes before final publication, if accepted, or may have been rejected/withdrawn. Readers with interest and expertise are encouraged to sign up as peer-reviewer, if the paper is within an open peer-review period. Please cite this preprint only for review purposes or for grant applications and CVs (if you are the author). Background: Patient portals offer modern digital tools for older adults to engage with their health care system. However, little is also known about portal utilization patterns, satisfaction, or perceived benefits of use among older users. Objective: To qualitatively explore older adults’ intent to use and use-experience of a patient portal to develop user-friendly systems. Methods: Using Kaiser Permanente Colorado’s (KPCO) established patient portal, My Health Manager, 24 older patients (78.41±5.4 years) with multiple chronic conditions participated in a focus group. Stratified-random sampling was used to maximize age and user experience of the sample. The semi-structured focus groups used a combination of discussion and think-aloud strategies. Two coders lead the theoretically-driven analysis based on the Technology Acceptance Model to determine themes related to use behavior, portal usefulness and ease of use. Results: Portal users commonly used email, pharmacy, and lab results sections of the portal. While generally the portal was seen to be easy to use, simple, and quick, challenges related to log-ins, design (color, font), and specific features were identified. Such challenges inhibited participants intent to use the portal entirely or specific features. Participants indicated that the portal improved patient-provider communication, saved time and money, and provided relevant health information. Participants intended to use features that were beneficial to their health management and easy to use. Conclusions: Older adults are interested in using patient portals and are already taking advantage of features available to them. We have the opportunity to better engage older adults to use portals but need to pay close attention to key considerations promoting usefulness and ease of use. Clinical Trial: Not applicable