Intervention Study on the Effect of Training and Support on Perceived Level of Patient Portal Ease of Use Among the Elderly

Abstract

In the organizational setting, training and support is provided when new information systems (IS) is introduced. Consumers, in contrast, are less likely to receive training when considering to use a new IS for personal use and are motivated by a balance of utilitarian and hedonic factors. Computer anxiety hinders older people finding enjoyment in IS, even though they find the IS useful. This intervention study concerns the effect of training and support on older IS users’ perceptions of patient portal ease of use (PEU) for reviewing and managing their digitized health records. The treatment group received comprehensive training based on Bandura’s self-efficacy model. The study found that those who received the training and were provided with on-demand support had increased computer confidence and self-efficacy, reduced computer anxiety, and increased PEU of the patient portal. The findings contribute to the technology acceptance literature and the motivation of elderly to use an IS.