Health Consumers’ Online Search for Health Record Access: A Quantitative Study of Expectations in Australia and the US

Little is known about health consumer experiences of using the internet to search for details on how to apply to access one’s own health record. This paper discusses the results of an online survey aimed at health consumers in Australia and the US who use the internet to find these details, using simulated scenarios of health care organization websites. Despite health consumers having expectations about how easy this process would be, most found it difficult to locate information on health care websites. The results revealed that health care organizations should enhance their websites by incorporating readily accessible, transparent, and easily discoverable information that is crucial for health consumers.