A user satisfaction study of the NHS Online Prescription Prepayment Certificate

Zahir Irani, Vishanth Weerakkody, Andreea Molnar, Habin Lee, Nitham Hindi, Ibrahim Osman

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Abstract

This research seeks to measure citizen satisfaction with the electronic Prescription Prepayment Certificate (PPC) offered by National Health Service (NHS) in the United Kingdom (UK). The paper reports on the findings of a survey of over 500 users of the NHS PPC service. Satisfaction is measured using the four dimensions from the COBRA framework (Osman et al. (2011) [1]) which comprise the cost, opportunity, benefits and risk assessment constructs. This is the first study to measure citizen satisfaction with the electronic PPC in the UK across these constructs. The results show that most citizens using the PPC electronic service are satisfied with this service and that the service meets their essential needs. The paper also presents the results of qualitative feedback obtained from the participants that can be used to determine the areas that need further improvement in the current electronic PPC service and potential influence on user satisfaction.
Original languageEnglish
Pages (from-to)176-184
JournalHealth Policy and Technology
Volume3
Issue number3
DOIs
Publication statusPublished - Sep 2014

Keywords

  • e-prescription
  • User satisfaction
  • Costs
  • Opportunities
  • Benefits
  • Risks

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