Journal of Patient Care

Knowledge and Perception of Patients towards the Roles and Service Rendered by Health Information Professionals in Healthcare Institutions

Yusuf Popoola^1*, Victoria Adu-Idowu¹, Ridwan Adesola², Samuel Ogundiran³, Omolola Afolabi¹, Omolola Adeniji¹, Adejoke Omopo¹, Tanwa Bada¹, Sefinat Odebunmi¹, Serifat Adio¹, Oluwatosin Busoye¹, Aderonke Awe¹, Adenike Babalola¹, Taiwo Oyeleke¹, Blessing Alfred-esezobor¹, Ogochukwu Okonkwo⁴ and Olutunde Michael^{5 1}Health Information Management Unit, Department of Computer Science, Adeleke University, Ede, Nigeria
²Faculty of Veterinary Medicine, University of Ibadan, Ibadan, Nigeria
³Department of Health Information Management, Foreign Links College of Health Technology, Moro, Nigeria
⁴Nnamdi Azikiwe University Teaching Hospital, Nnewi, Nigeria
⁵Department of Public Health, Rivers State University, Port Harcourt, Nigeria
^*Correspondence: Yusuf Popoola, Health Information Management Unit, Department of Computer Science, Adeleke University, Ede, Nigeria, Tel: +234-8135977949, Fax: +234-8135977949, Email:

Received: 13-Jul-2022, Manuscript No. JPP-22-17432; Editor assigned: 15-Jul-2022, Pre QC No. JPP-22-17432 (PQ); Reviewed: 29-Jul-2022, QC No. JPP-22-17432; Revised: 23-Dec-2022, Manuscript No. JPP-22-17432 (R); Published: 02-Jan-2023

Introduction

Health information management in Nigeria's healthcare delivery today has and still plays a vital role in contributing to the treatment of patients [1,2]. Health information management professionals play critical roles in collecting, analyzing, and maintaining data that physicians, nurses, and other healthcare providers rely on to deliver quality health care to patients in the hospital [3]. As an expert in patient health data management, they work in a variety of sections in the hospital including outpatient clinics, e.g. General outpatient department (GOPD), Accident and Emergency (A&E), Consultative Outpatient Department (COPD), etc. Statistics, Coding and Indexing, Library, etc. where services rendered are mainly for the improvement of services rendered to the patients in the hospital [4-6].

Health information can also be regarded as an allied profession that is responsible for ensuring the availability, accuracy, and protection of the clinical information that is needed to deliver healthcare services to patients and make appropriate healthcare-related decisions [7,8]. The primary function of any health facility is to attend to the sick person otherwise call “the patients’’ who have come to seek medical attention [9-11].

The word patient is a Latin word meaning “one who endures suffering” [12,13]. It also refers to someone who receives medical treatment from medical personnel as a result of illness. Such a person can be an outpatient or inpatient [14,15]. His first point of call is the Health Information Management Department where she has been registered before he can be attended to by other health personnel. The officers that work in this department are Health Information Professionals [2,16,17]. The fact remains that Health information managers are the first host of the patient in the hospital, there is a need to investigate the patient to enhance the harmonious relationship between them, after all, the first impression they say last longer [18-20].

Knowledge is information or awareness gained through experience or education (i.e., the sum of what is known) [21]. The patient knowledge of Health Information Management Services can be explained as the experiences gained in their interpersonal relationship with health information professionals such experience can be friendly, bitter, etc. depending on the approach received from the managers concerned [22,23]. Perception, on the other hand, is the ability to perceive or interpret things. The patient's perception of health information managers services rendered in the general outpatient of the hospital also depends on how each of the patients can interpret his experiences with his first host in the department [24,25]. A patient can interpret correctly or wrongly. This depends on the mood and reasoning level of the patients. Over the years there have been several problems faced by Health Information Managers during the process of carrying out their duties to the patient in the hospital due to a lack of knowledge and perception of patients about the profession in settings. Here, we studied the knowledge and perception of patients towards the role and services rendered by health information professionals in Healthcare organizations [25-36].

Materials and Methods

Study design

The research was conducted utilizing a descriptive survey design to generate the necessary information for this study. A cross-sectional survey involving a sample of health information professionals in LAUTECH Teaching Hospital, Osogbo, and quantitative design was used to extract necessary information from the respondent on knowledge and perception of patients towards the rule and services rendered by health information professionals.

Study population

The target population for this study is the health information management professionals and patients that visited (GOPD) General Outpatient Clinics Department, (SOPC) Surgical Outpatient Clinics, and (COPC) Consultant Outpatient Clinics in LAUTECH Teaching Hospital, Osogbo.

Sample and sampling techniques

Simple random sampling techniques were used to distribute the questionnaires where every unit of the population has an equal right of being selected. The sample consists of 150 subjects from Health information management professionals and patients attending the unit.

Instrumentation

The data collection for the research study was done with the use of a questionnaire. Information was extracted from textbooks, the Internet, Notebook, Past research works, and other written materials related to this topic.

Questionnaires were carefully prepared to elicit and guild the direction of the interview and help the research adhere to relevant areas.

Reliability and validity

Validity was obtained through face and content checks. This involves removing ambiguous and wrongly worded questions before proceeding to the field for data collection. Each item on the instrument was cross-examined for consistency and relevancy to the study. All necessary corrections and modifications were made by the supervisor before proceeding to the field for the actual administration.

Data collection procedure

The procedure adopted by the researcher was going to various selected units in the study area to distribute the questionnaires to selected sampled respondents and the questionnaire was retrieved back after completion.

A total number of one hundred and fifty thousand questionnaires were distributed to the respondents at LAUTECH, Osogbo. A total number of one hundred and fifty thousand questionnaires were returned respectively.

Method of data analysis

The data collected for the study were analyzed using descriptive statistics such as SPSS (Special Package for Social Sciences) and Percentage Analysis.

Results

The table reveals that 84 (53.3%) of the total respondents which’s 144 were female, while 60 (41.7%) were male and 8 (5.6%) were at the age range of 20 years below, 55 (38.2%) which was one of the major age respondents were within the age of 21 years to 30 years, 37 (25.7%) was also one of the major age range respondents were within the age range of 31 years to 40 years, 32 (22.2%) was also one of the major age range respondents which they were within the age range of 41 years to 50 years, while 12 (8.3%) were 50 years and above (Table 1).

Table 1: Socio-demography characteristics of the respondents (114).

The table also explained the diverse religion among the respondents, 94 (64.6%) were christians, 48 (33.3%) were muslims and 3 (2.1%) were of traditional religion. This study focused more on married men or women 98 (68.1%), 37 (25.7%) were single, 5 (3.5%) were divorced and 4 (2.8%) were widow. It was also observed in the table the current educational status of the respondents, 17 (11.8%) was SSCE, 33 (22.9%) was NCE/ND, 46 (31.9%) was HND, 39 (27.1%) was BSC, 3 (2.1%), was PGDE, while 6 (4.2%) was Masters. This study also looked into the ethnicity of the respondents, 117 (81.3%) of the total respondents were from Yoruba tribe, 8 (5.6%) were Hausa and 19 (13.2%) from Igbo. This study also reveals the various occupations of the respondents, 68 (47.2%) was the major respondents were civil servants, 42 (29.2%) were businessmen/women, 8 (5.6%) were retiree, 10 (6.9%) were schooling, 14 (9.7%) were trading, while 2 (1.4%) takes teaching as their occupation (Table 2).

Table 2: Roles of health information professionals in healthcare services rendered to patients in the hospital.

From Table 2, it was shown that 75% and 25% strongly agreed and agreed respectively that health information managers help in keeping patients’ records for continuity of patient treatment (Mean=1.25, standard deviation=0.43). It was also observed that 86 (59.7%) and 58 (40.3%) strongly agreed and agreed respectively that health information managers help in the retrieval of patient casenotese whenever the need arises. (Mean=1.40, standard deviation=0.49).

The table reveals that 97 (67.4%) of the total respondents (144) strongly agreed and 47 (32.6%) agreed that health information managers book patients on appointmentst after their discharge or after clinics. (Mean=1.33, standard deviation=0.47). It was further revealed in the table that 111 (77.1%) of the total respondents strongly agreed, 25 (17.4%) agreed and 8 (5.6%) disagreed that health information manager helps in protecting patient information from unauthorized access. (Mean=1.28, standard deviation=0.56).

The table revealed the frequency and percentage of the respondents, 85 (59.0%) strongly agreed and 59 (41.0%) agreed that health information mangers prepare ahead of patient clinic days to reduce patient waiting time. (Mean=1.41, standard deviation=0.49). It was also observed that 87 (60.4%) of the total respondents strongly agreed and (38.9%) agreed that health information managers helps in retrieving information for research purposes for improvement of care, while 1 (0.7%) of the total respondents disagreed. (Mean=1.40, standard deviation=0.51).

Lastly, from the Table 2 it was observed that 100 (69.4%) strongly agreed and 44 (30.6%) agreed that health information managers helps in collecting statistical data for administrative planning. (Mean=1.38, standard deviation=0.93) (Table 3).

Table 3: To evaluate the knowledge and perception of the patients on health records personnel function in health institutions.

This revealed the statistical evaluation of the knowledge and perception of patient on health records personnel function in health system. 99 (68.8%) and 45 (31.3%) strongly agreed and agreed respectively that health records officers are very effective in carrying out their duties. (Mean=1.31, standard deviation=0.47).

The table revealed that 55 (38.2%) strongly agreed that health records officers are friendly to patient during consultation, 34 (23.6%) agreed, 42 (29.2%) disagreed, while 13 (9.0%) strongly disagreed that health records officer are friendly to patient during consultation. (Mean=2.09, standard deviation=1.02). It was also observed that 26 (18.1%) of the total respondents (144) strongly agreed that health record officers sympathize with their patient during their visit, 62 (43.1%) agreed, 22 (15.3%) disagreed and 34 (23.6%) strongly disagreed that health records officers sympathize with their patient during their visit. (Mean=2.44, standard deviation=1.04).

This table also divulged that 25 (17.4%) of the total respondents (144) strongly agreed that health record officers gives patient calmness of mind during clinics, 97 (67.7%) agreed, 14 (9.7%) disagreed and 8 (5.6%) strongly disagreed that health record officers gives patients calmness of mind during clinics. (Mean=2.03, standard deviation=0.70). It was also observed 82 (56.9%) of the total respondents strongly agreed that health record officers treats patients records with urgency during consultation, 53 (36.8%) agreed, meanwhile 1(0.7%) disagreed and 8 (5.6%) strongly disagreed that health record officers treats patients records with urgency during consultation. (Mean=1.55, standard deviation=0.77) (Table 4).

Table 4: The factors militating against effective services rendered to the patients.

 This table revealed the various statistical factors militating against effective services rendered to patients by health information managers identified by the respondents. 63 (43.8%) strongly agreed, 28 (19.4%) agreed, 47 (32.6%) disagreed, 6 (4.2%) strongly disagreed that work overload on health information managers is one of the factors militating against effective services (Mean=1.97, standard deviation=0.97). In examining lack of adequate facilities on the part of health information managers as militating factor, among the respondents 25 (17.4%) strongly agreed, 62 (43.1%) agreed, 28 (19.4%) disagreed and 29 (20.1%) strongly disagreed. (Mean=2.42, standard deviation=1.00).

This also revealed that 39 (27.1%) strongly agreed, 56 (38.9%) agreed, 29 (20.1%) disagreed and 20 (13.9%) strongly disagreed that lack of cooperation by the patient with the appointment dates is a factor militating against effective services. (Mean=2.20, standard deviation=0.10). It was also revealed that 40 (27.8%) strongly agreed, 58 (40.3%) agreed, 23 (16.0%) disagreed and 23 (16.0%) strongly agreed that language barrier is a factor militating against effective services. (Mean=2.48, standard deviation=3.63). It was also divulged from the table that 42 (29.2%) strongly agreed, 56 (38.9%) agreed, 27 (18.8%) disagreed and 19 (13.2%) strongly agreed that insufficient records staff to attend to patient and insufficient trained records staffs is one of the factors militating against effective services (Mean=2.16, standard deviation=0.99).

From the table it was shown that, 22 (15.3%) strongly agreed, 12 (8.3%) agreed and majority of the respondents 80 (55.6%) disagreed, while 30 (20.8%) strongly disagreed that attitude of patients towards health record staff is one of the factors militating against effective services (Mean=2.82, standard deviation=0.94). lastly the table revealed that 29 (20.1%) strongly agreed, 71 (49.3%) agreed, 24 (16.7%) disagreed, 20 (13.9%) strongly disagreed that lack of modern records keeping equipment in the hospital is one of the major factors militating against effective services rendered to patient by health information managers (Mean=2.24, standard deviation=0.93).

Discussion

The knowledge and perception of patients towards the roles and services rendered by health information professionals are considerably important in meeting patient expectations and improving effective health care services [26,27]. However, the problem of this study has been set in such a way that data was generated purposely to solve, investigate and examine the knowledge and perception of patients towards the roles and services rendered by health information professionals in LAUTECH Teaching Hospital, Osogbo.

The study revealed that most of the respondent falls within the range of 21-50 years. The majority of the respondents were female (58.3%) but also a good percentage of the male among the respondents (41.7%). Over 68% were married. The majority of the respondent were Christian. It was shown that a very large fraction of the respondents were Yoruba (81.3%) because the study took place in South West where Yoruba people mostly reside. There is various level of education of the respondents (SSCE, NCE/ND, HND, BSC, PGDE, and MASTERS) and also various occupations. 47.2% were civil servants, while others were Businessmen/women, Teaching, Trading, Driving, etc.).

The analysis showing the result of the importance of health information managers in health care services rendered to the patient in the hospital revealed that 100% of the total respondents both strongly agreed and agreed respectively that Health information managers help in keeping patients for continuity of patient treatment, helps in retrieval of patients case note whenever the need arises and also book patients on appointment after their discharge or after clinics. As displayed in Table 2 the Majority of the respondents strongly agreed and agreed respectively that Health information managers help in protecting patient information from unauthorized access, prepare ahead of patient clinic days to reduce patient waiting time, help in retrieving information for doctors’ research for the improvement of care and also helps in collecting statistical data for administrative planning.

As displayed in Table 3 100% of respondents strongly agreed and agreed that Health record officers are very effective in carrying out their duties. Whereas 38.2% of the total respondents strongly agreed that Health record officers are friendly to patients during a consultation, 23.6% agreed, but 29.2% disagreed and 9.0% strongly disagreed. Over 60% of the respondent agreed that Health record officers sympathize with their patients during their visits and less than 40% disagreed. A large fraction of the respondents agreed that Health record officers give patients calmness of mind during clinics. Also, the majority of the respondents strongly agreed and agreed respectively that Health record officers treat patients' records with urgency during consultation.

This study also found out from the factors militating against effective services rendered to patients by Health information managers that: 43.8% and 19.4% strongly agreed and disagreed respectively, while over 36% disagreed with the militating factor of work overload on health information managers. Over 60% agreed, while less than 40% disagreed that lack of adequate facilities on the part of health information managers is a militating factor. It was also observed that over 65% agreed, while less than 35% disagreed that lack of cooperation by the patient with the appointment dates is a militating factor. A large fraction of the respondents agreed that the language barrier is one of the factors militating against effective services rendered to patients by Health information managers.

From Table 4 majority of respondents agreed that insufficiently trained staff to attend to patients and lack of modern records-keeping equipment in the hospital are militating factors, but it was also observed that the majority of the respondents disagreed that attitude of the toward Health record staff is a militating factor against effective services rendered to a patient by Health Information Managers. All these put together are to show the respondents' responses to the knowledge and perception of patients toward the roles and services of Health information professionals.

Conclusion

Based on the findings of this study, it was observed that patients know the importance of health information managers in Healthcare services rendered in the hospital and also have the knowledge and perception of health records personnel function in Health institutions. It can be concluded that with the various challenges faced by the patients and which was identified in this study, the hospital meet up with the expectation of the patients by providing the necessary equipment and resources needed (Human resources, equipment, conducive working environments, and lots more) to improve health care services rendered to patients by health information professionals.

Recommendations

We recommended that the Health information professionals should be very effective in carrying out their duties, friendly to patients, gives calmness of mind during clinics, treats patient’s records with urgency, must provide enough Health information managers to each clinic to reduce work overload, provide of necessary facilities, and employ staffs of different tribes to reduce language barrier.

Acknowledgement

The authors would like to thank everyone that put in effort in making this project a successful one! Also, much appreciation goes to the IT and HIM Department. Special thanks to the management and the personnel in the hospital and clinic that participated in this study and to the research team that performed the extensive fieldwork.

Funding

The authors received no financial support for the research, authorship, and/or publication of this article, and no funding to declare.

Declaration of Conflicting Interests

No competing interest to report, the authors declared no potential conflicts of interest concerning the research, authorship, and/or publication of this article.

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