User satisfaction and the readiness-to-use e-health applications in the future in Polish society in the early phase of the COVID-19 pandemic: A cross-sectional study.

ABSTRACT

INTRODUCTION: The COVID-19 pandemic resulted in the rapid expansion of e-health services in Poland. The main aim of the study was to assess the determinants of user satisfaction and the readiness-to-use e-health applications in Polish society. PATIENTS AND METHODS: The paper presents the results of the analysis of the data obtained through a computer-assisted web interviewing survey in a representative sample of 1002 adult Internet users in Poland. The survey was based on a questionnaire consisting of 55 items. The determinants of user satisfaction and the readiness-to-use of e-health solutions were assessed with univariable and hierarchical logistic regression models. RESULTS: E-health services had been used by 60.6% of respondents from the beginning of the epidemic state in Poland to June 2020, when the survey was performed. The hierarchical model showed that user satisfaction with e-health interactions was significantly associated with HL (Health Literacy) and eHL (e-Health Literacy), COVID-19-related conspiracy beliefs score, and using a televisit because of acute symptoms not suggesting COVID-19. Readiness-to-use e-health in the future showed a significant relationship with place of residence, marital status, eHL, the self-assessment of knowledge about preventing COVID-19, the use of televisits for renewing prescriptions, and the level of satisfaction with e-health services. CONCLUSIONS: Satisfaction with e-health services depends mainly on the HL, eHL, and conspiracy beliefs of patients. Readiness-to-use e-health in the future is associated with the level of eHL and sociodemographic characteristics, but previous experience with e-health services seems to be the main predictor.