Developing a survey to explore online access to medical records using Expectation Confirmation Theory: a pilot study

Currently, there is a shortage of information available on how consumers can request access to their health information retained by an organisation. Typically, consumers who require complete copies of their personal health records must apply to health care organisations through a release of information process, yet information about that process is lacking. Without knowing what information consumers want to know about this process, it is difficult to meet their expectations. The objective of this paper is to outline how Expectation Confirmation Theory (ECT) was used as the theoretical lens to develop a survey to be used in research that explores how consumers seek process information online and discuss the results of the pilot study. The four constructs of ECT underpinned the development of a survey instrument, including inbuilt case scenarios with real websites for respondents to explore and document their expectations and outcomes. A focus group allowed the testing and validation of the survey, with the group discussion about their experience of the survey and suggestions for improvement resulting in revisions to the survey tool.