Themes affecting health-care consumers' choice of a hospital for elective surgery when receiving web-based comparative consumer information.

Abstract:

OBJECTIVE:To get insights into the decision-making strategy of health-care consumers when confronted with comparative consumer information. METHODS:Qualitative descriptive study among 18 consumers who had a hip or knee replacement no longer than five years ago. To study their decision-making strategies a paper draft for a website was used providing comparative consumer information. Data were collected by cognitive interviews and focus-group meetings and subjected to thematic analysis. RESULTS:Consumers were able to understand the presented information, but had problems to use it as a decision aid. They primarily relied on previous experiences. Four themes were revealed: decision making, perceived benefits, unmet information needs, and trustworthiness. Consumers used different decision strategies and showed unpredictable behavior when choosing a hospital. CONCLUSION:Individual decision strategies, unsatisfied information needs, limited tenability and too coarse aggregation levels of quality scores are barriers for a proper use of comparative consumer information. Personal experience remains a valuable information source for hospital selection. We suggest that a website presenting comparative consumer information should be flexible in various ways and should include functionality to share personal experience.

journal_name

Patient Educ Couns

authors

Moser A,Korstjens I,van der Weijden T,Tange H

doi

10.1016/j.pec.2009.10.027

subject

Has Abstract

pub_date

2010-03-01 00:00:00

pages

365-71

issue

3

eissn

0738-3991

issn

1873-5134

pii

S0738-3991(09)00517-5

journal_volume

78

pub_type

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