Assessment of Patients’ Perceptions of Electronic Health Records Systems and Service Satisfaction in Selected Hospitals in Bayelsa State

Abstract

The adoption of Electronic Health Records (EHR) systems is increasing globally; however, patients’ perspectives remain underexplored in many developing contexts, including Bayelsa State, Nigeria. Since patients are direct recipients of healthcare services, their perception of digital health systems is critical for evaluating service quality and satisfaction. This study examined patients’ perceptions of EHR systems and their relationship with service satisfaction in selected hospitals in Bayelsa State. The study specifically assessed patients’ awareness and understanding of EHR, perceived usefulness, and reliability, the relationship between perception and service satisfaction, and the challenges experienced in using EHR systems. A descriptive cross-sectional survey design was adopted. Data were collected from 200 adult patients in General Hospital Kolo and Yenagoa Hospital and Maternity, with 185 valid responses (92.5% response rate). Data were analyzed using descriptive statistics and Pearson correlation analysis at a 0.05 significance level. Findings revealed generally positive perceptions of EHR systems (grand mean = 4.05). Patients reported that EHR reduces waiting time (mean = 4.05), improves record accuracy (mean = 4.02), and enhances communication (mean = 3.95). Service satisfaction was also high (grand mean = 4.07). A strong positive relationship was observed between EHR perception and service satisfaction (r = 0.72, p < 0.001). Identified challenges included occasional system downtime, privacy concerns, and limited patient awareness. The study concludes that positive patient perception significantly enhances satisfaction with EHR-supported healthcare services. Strengthening infrastructure, improving patient education, and reinforcing data privacy mechanisms are essential for maximizing EHR benefits in Nigeria.