La satisfaction des utilisateurs des Systèmes d'Information Clinique du Groupe Hospitalier Paris Ouest (HUPO)

Introduction: Evaluation of user satisfaction should be regularly monitored during the various phases of deployment of a clinical information system (CIS). Objective: This paper compares in a Articles longs des 15es Journées francophones d’informatique médicale, JFIM 2014, pages 115–126 Fès, Maroc, 12–13 juin 2014 late post-adoption phase CIS satisfaction in the three hospitals of the Paris-West University Hospital group (HUPO): HEGP, Corentin-Celton (CCL), and Vaugirard (VGR). Methods: Two standardized satisfaction surveys were conducted in 2011 and 2013. The IT–PAM model used (Information Technology Post-Adoption Model) is built around 7 dimensions: user characteristics, CIS quality, user support, confirmation of expectations, satisfaction, and continuance intention. Results: The analysis of the combined surveys 2011-2013 obtained from 519 users shows greater user satisfaction at the HEGP compared to CCL-VGR (p<0.01), associated with a greater deployment and use of the CIS functions (p<0.001). Confirmation of expectations is lower among physicians and male users than among other categories (p<0.001). 74.7% of users are in favor of a complete unification of the CIS in the three HUPO hospitals. In multi-regression models, satisfaction is positively and significantly correlated with CIS quality, perceived usefulness and confirmation of expectations. Conclusion: Repetition of satisfaction surveys is a necessary condition to improve CIS use within hospitals and their continuous improvement by solution providers. Mots-clés : Acceptabilité des systèmes d’information cliniques – Modèle d’évaluation en postadoption – Confirmation des attentes – Satisfaction – Intention de continuer.