Health insurance communication about electronic patient records

Abstract

This study examines the communication strategies of German Statutory Health Insurances (SHIs) regarding the Electronic Patient Record (EPR) and the potential impact on policyholder behavior. A mixed-methods approach was used, combining ten interviews with SHI representatives and stakeholders with a survey that gathered 100 valid responses from policyholders. Results show a communication on the advantages of the EPR for individual health management but lack a communication on its relevance for the healthcare system. The analysis shows that current SHI communication strategies are predominantly driven by legal requirements rather than user-centered approaches that incorporate behavioral change mechanisms. Factor analysis and multiple regression tests indicate that motivation and ability significantly influence attitudes towards EPR, while demographic factors play a minor role. Communication channel preferences indicate a general preference for website communication, while the primary user group of the EPR shows a preference for postal communication. This finding suggests that SHIs should promote digital readiness among policyholders. The analysis highlights the need for a shift in the role of the policyholder towards active engagement as an enabler in solving challenges in the healthcare system. Emphasizing the active use of the EPR in communication is suggested as a means of facilitating this shift. Limitations include a relatively small sample size and potential bias due to method of survey distribution. Future research should explore deeper behavioral insights through using qualitative methods and examine the role of private health insurances in EPR communication.

Date of Award	25 Jun 2024
Original language	English
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Henrique Martins (Supervisor)