Table 3

Most commonly occurring responses and selected anecdotal statements the for the four e-health services

Electronic booking of appointments
Common responsesSelected anecdotal responses
Want to be able to book urgent appointmentsThe availability of bookable slots is poor
Want the possibility to book appointment for own childrenWant the possibility to cancel appointments
Want to be able to attach a comment to the appointment enquiryWant a mobile application with push notifications
Electronic prescription renewal
Common responsesSelected anecdotal responses
Want a receipt that the enquiry is sent and estimated time to answerHard to spell the medical names correctly
Want a list of expired prescriptions with a ‘renew’ buttonRisk to mix up prescriptions (eg, melting tablets and debot tablets)
Want the possibility to manage own children’s prescriptionsPoor readability when lists are long and complicated
Electronic contact with the general practitioner’s office
Common responsesSelected anecdotal responses
Want a receipt that the message is readEasier to call by phone than to write
Service can be confused with e-consultationUncertain about who reads the message
Service not easy to navigateWant to send a message on behalf of own children
E-consultation
Common responsesSelected anecdotal responses
Unreasonable that out-of-pocket payment is chargedWant a receipt that the message is read and estimated time to answer
The present limit of 1000 characters for messages is too shortWant the possibility to write on behalf of own children
Want an autosave function so that the text is not lost while writingWritten communication is not suited for clinical contact