Trust in the electronic patient record: What users really want!

Trust in the electronic patient record: What users really want!

A current study led by Niklas von Kalckreuth and Prof. Dr. Markus Feufel from the TU Berlin addresses the population's trust in the electronic patient record (ePA). Despite its introduction in Germany, many patients' trust in this digital solution is still low. The research shows that while technical security standards are important, they are not the only factors influencing trust.

The crucial aspects also include an attractive and user-friendly design, understandable content and easy usability of the ePA. Appearance plays a central role; A professional and modern layout conveys reliability, while a confusing design or typographical errors quickly raise doubts. Users also perceive malfunctions, such as buttons that do not work, as a sign of a lack of care.

Transparency and support as key

Transparent and clearly formulated information is essential. Users want intuitive ways to manage their data. This includes a complete overview of stored information and clear options to share or delete it. Easily accessible privacy settings are also very important. The absence of such options can lead to distrust of the ePA. Access to effective customer service is also important; many respondents prefer direct contact with people to interaction with chatbots.

In Germany, patients have control over their health data according to the Patient Data Protection Act. The Federal Ministry of Health stipulates that health insurance companies are obliged to provide insured persons with comprehensive information about how the ePA works, the information that can be stored and the rights of the insured persons. This means that doctors must inform their patients about what data is stored in the ePA.

Patients have the right to object to the transfer and storage of their data, especially before storing discriminatory or stigmatizing information, such as sexually transmitted infections or mental illness. The special information obligations to provide information about the right to object are a central responsibility of medical professionals.

In summary, the study shows that trust in electronic patient records cannot only be promoted through technical security. Rather, providers must ensure that patients can develop trust in the ePA through user-friendly design, transparent information and improved customer service. This is the only way to sustainably increase the acceptance of this important digital solution in German healthcare.