General practitioners’ user experience of the nationwide digital decision support system in primary care

Abstract

Objectives The aim of the study is to describe the user experiences of a nationwide digital decision support system (DDSS). Summary of background data DDSSs have the potential to improve the quality and safety of healthcare services by supporting clinical decision-making with evidence-based recommendations. Due to a lack of knowledge, it is difficult to assess whether DDSSs are fulfilling their purpose. In Estonia, a nationwide DDSS for general practitioners (GPs) was implemented in 2020. To understand the impact of DDSS on the quality of care in the Estonian context and meet the demands of healthcare, it is necessary to gather information about the experiences of the users. This is the first study that examines the experiences of GPs on the use of DDSS nationwide. Methods A qualitative descriptive study was conducted based on snowball sampling. Semi-structured interviews were performed in February–March 2022 with nine GPs. Data were analyzed by thematic analysis. A total of six themes and 16 subthemes emerged from the data. Results A total of six themes and 16 subthemes emerged from the data. The following themes were identified: user-friendliness, DDSS use in clinical practice, benefits of the DDSS, and the impact of the DDSS on GPs’ work, barriers to using the DDSS, and suggestions for improving the user experience. The results of the study are important, as they address and contribute to the relevant aspects of digital health in primary care. Conclusion GPs shared their individual user experiences, including user-perceived barriers and enabling factors that influence the implementation and use of a decision support system in primary care settings. It is revealed that GPs have different benefits and barriers depending on the topic discussed. Future research should evaluate the functioning of the DDSS and the quality of the decisions it provides by observing and evaluating patient records. Systematic user experiences need to be collected and examined to ensure the usability and sustainability of the DDSS.