J. Med. Internet Res. - Evaluation of end-user satisfaction among employees participating in a web-based health risk assessment with tailored feedback.


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CKGROUND: Web technology is increasingly being used to provide individuals with health risk assessments (HRAs) with tailored feedback. End-user satisfaction is an important determinant of the potential impact of HRAs, as this influences program attrition and adherence to behavioral advice.OBJECTIVE: The aim of this study was to evaluate end-user satisfaction with a web-based HRA with tailored feedback applied in worksite settings, using mixed (quantitative and qualitative) methods.METHODS: Employees of seven companies in the Netherlands participated in a commercial, web-based, HRA with tailored feedback. The HRA consisted of four components: 1) a health and lifestyle assessment questionnaire, 2) a biometric evaluation, 3) a laboratory evaluation, and 4) tailored feedback consisting of a personal health risk profile and lifestyle behavior advice communicated through a web portal. HRA respondents received an evaluation questionnaire after six weeks. Satisfaction with different parts of the HRA was measured on 5-point Likert scales. A free-text field provided the opportunity to make additional comments.RESULTS: In total, 2289 employees participated in the HRA program, of which 637 (27.8%) completed the evaluation questionnaire. Quantitative analysis showed that 85.6% of the respondents evaluated the overall HRA positively. The free-text field was filled in by 29.7 % of the respondents (189 out of 637), who made 315 separate remarks. Qualitative evaluation of these data showed that these respondents made critical remarks. Respondents felt restricted by the answer categories of the health and lifestyle assessment questionnaire, which resulted in the feeling that the corresponding feedback could be inadequate. Some respondents perceived the personal risk profile as unnecessarily alarming or suggested providing more explanations, reference values, and a justification of the behavioral advice given. Respondents also requested the opportunity to discuss the feedback with a health professional.CONCLUSIONS: Most people were satisfied with the web-based HRA with tailored feedback. Sources of dissatisfaction were limited opportunities for providing additional health information outside of the predefined health and lifestyle assessment questionnaire and insufficient transparency on the generation of the feedback. Information regarding the aim and content of the HRA should be clear and accurate to prevent unrealistic expectations among end-users. Involving trusted health professionals in the implementation of web-based HRAs may enhance the use of and confidence in the HRA.

Resumo Limpo

ckground web technolog increas use provid individu health risk assess hras tailor feedback endus satisfact import determin potenti impact hras influenc program attrit adher behavior adviceobject aim studi evalu endus satisfact webbas hra tailor feedback appli worksit set use mix quantit qualit methodsmethod employe seven compani netherland particip commerci webbas hra tailor feedback hra consist four compon health lifestyl assess questionnair biometr evalu laboratori evalu tailor feedback consist person health risk profil lifestyl behavior advic communic web portal hra respond receiv evalu questionnair six week satisfact differ part hra measur point likert scale freetext field provid opportun make addit commentsresult total employe particip hra program complet evalu questionnair quantit analysi show respond evalu overal hra posit freetext field fill respond made separ remark qualit evalu data show respond made critic remark respond felt restrict answer categori health lifestyl assess questionnair result feel correspond feedback inadequ respond perceiv person risk profil unnecessarili alarm suggest provid explan refer valu justif behavior advic given respond also request opportun discuss feedback health professionalconclus peopl satisfi webbas hra tailor feedback sourc dissatisfact limit opportun provid addit health inform outsid predefin health lifestyl assess questionnair insuffici transpar generat feedback inform regard aim content hra clear accur prevent unrealist expect among endus involv trust health profession implement webbas hras may enhanc use confid hra

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