Statewide Health Information Network for New York Customer Satisfaction Assessment

For the past two years, NORC has worked under a contract from the New York eHealth Collaborative (NYeC) to gather consumer feedback on the Statewide Health Information Network for New York (SHIN-NY) network.

SHIN-NY is a partnership between the New York State Department of Health, NYeC, and six regional health information organizations also known as Qualified Entities (QEs) who, through their network of networks, connect New York State health care providers to patient information via health information exchange. NORC’s assessment is part of NYeC’s strategic roadmap initiative, designed to ensure the network meets users’ health information needs in the short and long term. The network facilitates the sharing of millions of records, results, and alerts annually, among health professionals in diverse roles and settings: for example, physicians, nurses, administrators, and IT staff; hospitals, clinics, physician practices, specialty groups, and long-term care settings.

NORC developed and deployed a rigorous, mixed methods data gathering strategy to provide a comprehensive analysis of customer satisfaction and user experience. The data from NORC’s survey efforts are used by NYeC to calculate metrics for statewide and QE-level measurement. On an annual basis, our activities consist of survey and sampling design; survey data collection from SHIN-NY participants; qualitative interviews; and data analysis and delivery of a final report to NYeC.

This research provides NYeC with important information, direct from SHIN-NY users, on SHIN-NY core services (e.g., notifications and alerts, patient-record look-up) and future needs like advanced analytics.

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