Satisfaction and usability of e-referral among physicians and health information management technicians in Muscat Governorate, Oman.

Abstract

Background: Effective communication is crucial in health care, and the referral process is central to ensuring smooth patient transitions between providers. To enhance this process, electronic referral (e-referral) systems have been designed, aiming to improve efficiency, accuracy and accessibility. However, despite their widespread implementation, limited research has been conducted on the usability of these systems and the satisfaction levels among healthcare professionals.

Objectives: This study aimed to assess the usability of e-referral systems, measure user satisfaction and identify any challenges faced by healthcare professionals in the public healthcare sector, focusing specifically on physicians and health information management (HIM) technicians in Oman.

Method: A cross-sectional study was conducted by using a self-administered online survey among physicians and HIM technicians in Muscat Governorate. A sample size of 243 participants was selected through convenience sampling techniques. Closed-ended questions assessed usability, satisfaction and challenges related to the e-referral system.

Results: The study found a moderate level of familiarity with the Ministry of Health's referral guidelines, with 70.3% of participants reporting moderate familiarity. Regarding the e-referral system's usability, 45.3% of users expressed a neutral perception. Satisfaction levels varied across system features: 46.1% of participants were satisfied with the interface and design, while 38.3% reported satisfaction with navigation. Satisfaction with technical support also differed between groups, with 48.0% of physicians satisfied compared to 31.7% of HIM technicians.

Conclusion: This study expands current knowledge on e-referral systems by shedding light on their usability, satisfaction levels of users, and challenges encountered within the public healthcare system in Oman. Results underscore the necessity for tailored strategies to improve system functionality and enhance user experience, paving the way for more efficient healthcare processes.Implications for health information management practice:The study underscores the critical role of physicians and HIM technicians in optimising the functionality and usability of e-referral systems. Given these findings, various targeted interventions such as enhanced training programs and increased stakeholder engagement in system design are essential. These measures could improve system adoption, streamline referral workflows and ultimately contribute to more efficient and coordinated patient care within Oman's public healthcare sector.