Patients who want to know how to access their medical records from a health organization’s website have certain expectations about what must be included to assist in this process. The purpose of this article is to detail patient expectations of a health care organization website when searching for information on how to apply for access to their medical records. Using expectation confirmation theory, a survey was developed to ask patients, as consumers of health care, about their expectations when accessing websites. The results revealed that patients want websites to be safe and secure and have help available if there are questions about the website or search functionality. In order to improve the patient experience, health care providers need to understand these expectations from the patient perspective about this information-seeking exercise.
This research was undertaken to address the lack of knowledge about patient expectations and to provide unmistakable evidence of exactly what patients want to enable their experience to be improved. The aim of this paper is to present patient expectations of information on health care organization websites about how they can apply to access their medical record.