User-Centric Services Repository

Electronic Health Record - Emilia Romagna

City / Region

Emilia Romagna (Italy)

In a nutshell

To facilitate access to health services, the Emilia-Romagna Region has developed the Electronic Health Record for its citizens: a website and an application that collects the patient's clinical history and health documentation, easily accessible anytime and anywhere.

From an architectural point of view, the Electronic Health Record has three main elements: the "repositories" of the health companies, the "indexing register" and the "web interface" to access the data. The data and documents digitally produced by health structures are stored in repositories, storage systems located within the health companies that produced them, in compliance with the privacy and protection of personal data requirements. The documents are then indexed by a central regional system, the register, which allows you to retrieve them from the storage system. Finally, a web interface allows secure access to your health data.

What makes the service user-centric?
Through this application, citizens can access all their medical and health information. They also are able to carry out most of the activities related to health in a simple and safe way. The citizen can also decide which data share and who to delegate for certain operations.

In addition, a support area has been created to help citizens. In this section users can find useful information about online services including reservations, change or revocation of personal doctor, services, documents, CoViD-19 area, celiac disease management, delegation and data access management.
What impact has the service had?
The application allows citizens to access numerous services offered by the health system in a simple, fast and automated way with a consequent saving of time and resources for both the citizen and the regional health service. The application and the data are used by citizens and by the entire network that operates in the health sector: pharmacies, doctors, laboratories, first aid, assistants, reservation centers, hospitals, etc.

The services integrated into the Electronic Health Record are:
- online payment for healthcare services
- reservation for services offered by the National Health Service
- freelance services booking
- doctor search, an interactive map to find and reach the offices of family doctors and paediatricians in the Emilia-Romagna Region
- waiting list consultation for specialist services
How was the service co-created?
Both the end users and the medical staff of the Region were involved in the design phase of the service. The usability problem was solved also with the support of the department of computer science and engineering of the University of Bologna which produced a report on the subject. The study on the usability has guided the technicians to adapt the usability of the graphic interface, design of new services and a new identification of data and information relevant to the citizen.

Finally, qualitative evaluation surveys have been organised to improve the service. For example, after dividing citizens into different groups (based on age, type of user, etc.), questions were asked such as:
" Have you activated the Electronic Health Record? "
" How did you find out about the Electronic Health Record?"


How user-centric is this service?
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