Study on the Information Gap between Demand and Supply in Hospital Information Services
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Abstract
Background
Tokyo Metropolitan Government (TMG) renewed the hospital information service “Himawari†in 2008. Himawari works as a search engine that provides information for choosing hospitals and clinics in Tokyo. Our 2008 survey showed that, although few citizens knew of the service, many used the Internet when choosing a hospital. Therefore, we perceived a need to investigate the reasons for poor uptake of the service and to improve the information supply. The purpose of this study was to investigate the methods employed in choosing a hospital and the type of hospital information required by Tokyo citizens.
Methods
In February 2011, we selected 3200 participants (age, 30–49 years) living with their families in Tokyo, of whom 305 responded. We built the questionnaire in the website powered by "Goo research" of NTT Resonant Inc. The questionnaire consisted of a participant profile, the hospital information services they were aware, and their information requirements regarding hospital information services. The Institutional Review Board of Tokyo Healthcare University approved the study.
Results
With regard to information sources, 260 respondents (85.2%) used the Internet, 186 (61.0%) used word of mouth (“Kuchikomi†in Japanese), while sources such as newspapers, magazines, TV, and radio were used by fewer respondents. With regard to selection of hospital, 170 (55.7%) and 98 (32.1%) respondents used the Internet and Kuchikomi, respectively. The criteria used when selecting a hospital were recorded as follows: opening hours, 251 respondents (82.3%); reputation of hospital, 232 respondents (76.1%); specialty and background of physician(s), 175 respondents (57.4%); therapeutic methods and results, 152 respondents (49.8%); appointments system, 122 respondents (40.0%); and medical facilities, 81 respondents (26.6%). Other criteria were rarely mentioned. The reputation of the hospital was thought to be the most important criterion by 107 respondents (35.1%), while opening hours were nominated by 79 respondents (25.9%). With regard to the hospital information services Tokyo citizens were aware, Himawari provided by TMG was mentioned by 92 respondents (30.2%), virtually unchanged from 30.1% in the 2008 survey. Other services (e.g., Yahoo! Hospital) showed similar results, although 222 respondents (72.8%) used individual hospital websites, a larger proportion than that found in the 2008 survey. With regard to demands for further information, 204 respondents (66.9%) cited complaints made to the government; 171 (56.1%) occurrence rate for infection; 134 (43.9%) mortality rate by disease; 121 (39.7%) physician turnover; 114 (37.4%) nursing staff turnover; and 97 (31.8%) length of stay by disease. Complaints made to the government were considered by 123 respondents (40.3%) to be the most important of these criteria. These demands are not statistically significant with regard to hospital department or patient gender and income.
Conclusions
This study shows a gap between the information required by the citizens and that provided by hospital information services in Tokyo. It is recommended that the public sector should provide more interactive tool (i.g. web widgets of "Himawari") and support obtaining more patient-centered information, in particular with regard to claims made against the government, to help fill this information gap and clear health disparities.
Tokyo Metropolitan Government (TMG) renewed the hospital information service “Himawari†in 2008. Himawari works as a search engine that provides information for choosing hospitals and clinics in Tokyo. Our 2008 survey showed that, although few citizens knew of the service, many used the Internet when choosing a hospital. Therefore, we perceived a need to investigate the reasons for poor uptake of the service and to improve the information supply. The purpose of this study was to investigate the methods employed in choosing a hospital and the type of hospital information required by Tokyo citizens.
Methods
In February 2011, we selected 3200 participants (age, 30–49 years) living with their families in Tokyo, of whom 305 responded. We built the questionnaire in the website powered by "Goo research" of NTT Resonant Inc. The questionnaire consisted of a participant profile, the hospital information services they were aware, and their information requirements regarding hospital information services. The Institutional Review Board of Tokyo Healthcare University approved the study.
Results
With regard to information sources, 260 respondents (85.2%) used the Internet, 186 (61.0%) used word of mouth (“Kuchikomi†in Japanese), while sources such as newspapers, magazines, TV, and radio were used by fewer respondents. With regard to selection of hospital, 170 (55.7%) and 98 (32.1%) respondents used the Internet and Kuchikomi, respectively. The criteria used when selecting a hospital were recorded as follows: opening hours, 251 respondents (82.3%); reputation of hospital, 232 respondents (76.1%); specialty and background of physician(s), 175 respondents (57.4%); therapeutic methods and results, 152 respondents (49.8%); appointments system, 122 respondents (40.0%); and medical facilities, 81 respondents (26.6%). Other criteria were rarely mentioned. The reputation of the hospital was thought to be the most important criterion by 107 respondents (35.1%), while opening hours were nominated by 79 respondents (25.9%). With regard to the hospital information services Tokyo citizens were aware, Himawari provided by TMG was mentioned by 92 respondents (30.2%), virtually unchanged from 30.1% in the 2008 survey. Other services (e.g., Yahoo! Hospital) showed similar results, although 222 respondents (72.8%) used individual hospital websites, a larger proportion than that found in the 2008 survey. With regard to demands for further information, 204 respondents (66.9%) cited complaints made to the government; 171 (56.1%) occurrence rate for infection; 134 (43.9%) mortality rate by disease; 121 (39.7%) physician turnover; 114 (37.4%) nursing staff turnover; and 97 (31.8%) length of stay by disease. Complaints made to the government were considered by 123 respondents (40.3%) to be the most important of these criteria. These demands are not statistically significant with regard to hospital department or patient gender and income.
Conclusions
This study shows a gap between the information required by the citizens and that provided by hospital information services in Tokyo. It is recommended that the public sector should provide more interactive tool (i.g. web widgets of "Himawari") and support obtaining more patient-centered information, in particular with regard to claims made against the government, to help fill this information gap and clear health disparities.
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