Why has patient satisfaction with Intermountain Healthcare's MyHealth patient portal decreased from 4.2 to 3.7 stars in the last 60 days?

Introduction

The recent decline in patient satisfaction with Intermountain Healthcare's MyHealth patient portal from 4.2 to 3.7 stars over the past 60 days is a critical issue that demands immediate attention. This drop in user satisfaction could have far-reaching implications for patient engagement, healthcare outcomes, and the organization's reputation. To address this problem, I'll employ a systematic approach to identify, validate, and resolve the root cause while considering both short-term fixes and long-term strategic implications.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might have been a recent update or change to the portal. Has there been any significant feature release or system update in the last 60-90 days?

Why it matters: Recent changes often correlate with shifts in user satisfaction. Expected answer: Yes, there was a major update to the user interface. Impact on approach: If confirmed, we'd focus on UI/UX issues and user adaptation.

• Considering the rating drop, I'm curious about the distribution of ratings. Has there been a spike in 1-star or 2-star ratings, or is it a general shift across all rating levels?

Why it matters: This helps identify if it's a widespread issue or affecting a specific subset of users. Expected answer: There's been an increase in 1-star and 2-star ratings. Impact on approach: If confirmed, we'd prioritize addressing the concerns of highly dissatisfied users.

• Given the healthcare context, I'm wondering about any changes in patient demographics or health conditions. Has there been any significant shift in the patient population using the portal in the last 60 days?

Why it matters: Changes in user demographics could explain satisfaction shifts. Expected answer: No significant changes in patient demographics. Impact on approach: If confirmed, we'd focus more on product-related issues rather than user-base changes.

• Considering potential external factors, have there been any recent policy changes or healthcare regulations that might have affected the portal's functionality or user expectations?

Why it matters: External factors can significantly impact user satisfaction. Expected answer: No major policy changes, but there's been increased focus on data privacy. Impact on approach: If confirmed, we'd investigate how privacy concerns might be affecting user perception.