PION Patientinformation on-line en brukarorienterad utvärdering

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During the past decade, consumer health information-centers have been developed at the hospital libraries in Sweden in order to meet the increasing demand from patients and their relatives concerning consumer health information. In 1993, the hospital libraries in Falun, Västervik and Karlstad launched a consumer health information database called PION. The aim of this Master's thesis is two-fold. My first aim is to describe and discuss the principles of user-oriented evaluation. In my attempt to convey the theoretical discussion into the everyday life of librarianship, my second and most important aim is to conduct a user-oriented evaluation of the database PION. The user-oriented model for evaluation focuses on the meeting between the organisation and its user, mostly concerning adjusting the service according to the users expectations. Service quality is multidimensional; there is content, which refers to obtain what prompted the visit; context covers the interaction with the staff as well as how the visitors succeed in navigating the system. The evaluation of PION was carried out through a questionnaire and telephone interviews. Out of 133 questionnaires issued, 89 were returned. The results show that a majority of the users confirm that the information w...