Using a Survey Methodology to Measure User Satisfaction with Clinical Information Systems

  • Jonathan L. Schaffer
  • Peter Haddad
  • Nilmini Wickramasinghe
Part of the Healthcare Delivery in the Information Age book series (Healthcare Delivery Inform. Age)


The healthcare industry is increasingly investing in information systems/information technology to enhance patient outcomes and organizational performance. Although user satisfaction is key to realizing the benefits of these large investments, the determinant factor for user satisfaction with clinical information systems is still not well understood. This study qualitatively investigates the relationship between the overall satisfaction and five key aspects of clinical information systems, namely, key functionalities; efficiency of use; intuitiveness of graphical user interfaces (GUI); communication, collaboration, and information exchange; and interoperability and compatibility issues. The results show that intuitive, easy-to-use, and collaboration enabling systems are more likely to satisfy users. The level of technical support and training also play key roles in determining user satisfaction in the clinical domain.


Clinical information systems Interoperability User satisfaction Usability 


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Copyright information

© Springer International Publishing AG, part of Springer Nature 2018

Authors and Affiliations

  • Jonathan L. Schaffer
    • 1
  • Peter Haddad
    • 2
    • 3
  • Nilmini Wickramasinghe
    • 2
    • 3
  1. 1.Cleveland ClinicClevelandUSA
  2. 2.Faculty of HealthDeakin UniversityMelbourneAustralia
  3. 3.Health Informatics Management UnitEpworth HealthCareRichmondAustralia

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