Electronic Medical Record System user satisfaction and its implication on individual work performance: A case of a University Teaching Hospital in Rwanda

The Information system user satisfaction has been extensively documented as a key component and a surrogate of success, and a determinant of individual and organizational performance. However, most of researches focused on measuring user satisfaction and its impact through mathematical models which might not capture exhaustively the issues affecting user satisfaction and performance. This study was conducted at the “Centre Hospitalier Universtaire de Kigali” one of the two tertiary public and university teaching hospitals in Rwanda. This hospital has been implementing OpenClinic as an Electronic Medical Record system since 2007 and there has been few studies focused on its evaluation. In addition, there is no study yet conducted focused on understanding the implication of user satisfaction on his individual work performance. This study was cross-sectional mixed research using explanatory embedded design. The data was collected on a convenient sample of OpenClinic users through the questionnaires including closed and open ended questions in order to capture both quantitative and qualitative data. The OpenClinic user satisfaction was found to be high (91%) as well as the proportion of users who perceived it as having positive impact on their work performance (94%). The relationship between user satisfaction and perceived impact was statistically significant, and satisfied users were 20 times more likely to perceive it having positive impact than no satisfied users. Important concerns were expressed by users and the main ones are the poor functionality of the system due to unstable internet, the limited capacity of use and the scarcity of computers. Therefore, the Electronic Medical Record system implementation at the hospital has been successful and its user satisfaction led to perceived positive impact, but it needs further improvements for optimal success. The inclusion of qualitative component in future researches is recommended for a better understanding of IS success.