Evaluating the Process of Online Health Information Searching: A Qualitative Approach to Exploring Consumer Perspectives

Abstract

BackgroundThe Internet is a common resource that patients and consumers use to access health-related information. Multiple practical, cultural, and socioeconomic factors influence why, when, and how people utilize this tool. Improving the delivery of health-related information necessitates a thorough understanding of users’ searching-related needs, preferences, and experiences. Although a wide body of quantitative research examining search behavior exists, qualitative approaches have been under-utilized and provide unique perspectives that may prove useful in improving the delivery of health information over the Internet.ObjectiveWe conducted this study to gain a deeper understanding of online health-searching behavior in order to inform future developments of personalizing information searching and content delivery.MethodsWe completed three focus groups with adult residents of Olmsted County, Minnesota, which explored perceptions of online health information searching. Participants were recruited through flyers and classifieds advertisements posted throughout the community. We audio-recorded and transcribed all focus groups, and analyzed data using standard qualitative methods.ResultsAlmost all participants reported using the Internet to gather health information. They described a common experience of searching, filtering, and comparing results in order to obtain information relevant to their intended search target. Information saturation and fatigue were cited as main reasons for terminating searching. This information was often used as a resource to enhance their interactions with health care providers.ConclusionsMany participants viewed the Internet as a valuable tool for finding health information in order to support their existing health care resources. Although the Internet is a preferred source of health information, challenges persist in streamlining the search process. Content providers should continue to develop new strategies and technologies aimed at accommodating diverse populations, vocabularies, and health information needs.

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“…It also gives people the confidence to talk and question health workers about findings (13) . These benefits create the initial conditions to transform the relationship between medical professionals and users or caregivers, without reducing the authority, social prestige, and knowledge of these professionals (1,29) . Communication and information technologies are believed to contribute to the success of a health system (17) and lead to the emergence of a new model of care in which individuals take control of their health by connecting with online communities and support networks (3) .…”

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