Building a Trustworthy Online Directory for Health Consumers
e-Health ePoster Library. Bavington R. Jun 5, 2017; 167101; EP04.06
Mrs. Ramona Bavington
Mrs. Ramona Bavington
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Purpose/Objectives: Prior to the internet, the usual and often only method of getting information on credible consumer health services was probably during an appointment with your doctor. Today, both the public and health care professionals can easily access numerous health resource directories on the internet, but are they truly reliable? The presentation will describe the Standardized Inclusion/Exclusion Criteria that were developed to provide a rigorous and reliable framework ensuring the publicly funded online directory ( remains a trustworthy site.

Methodology/Approach: Background In Ontario, each Community Care Access Centre (CCAC) is responsible for maintaining a regional directory of health and community services within its respective Local Health Integration Network (LHIN). The 14 regional directories are integrated into a provincial online directory ( with over 40,000 records, to support the delivery of information across Ontario. Providing people with high quality information is a critical component to help bridge the gap between patients and health resources in a health system that strives to deliver the best care possible. The information must be comprehensive, accurate, and up-to-date. The public and health care professionals rely on CCACs’ Information and Referral services and their respective regional online directories as a trusted source providing valuable information. In order to develop relations of trust, these regional online directories need to be hubs of certainty for those looking for accurate and reliable information. Standardized Inclusion/Exclusion Criteria were developed to provide a rigorous and reliable framework to ensure the information remains trustworthy for the health information seeker, knowing that the service profiles provided by the CCAC or viewed in the online directory may imply a “seal of approval.” The framework ensures that CCAC staff and public are aware of the scope and limitations of the CCAC online directory. Methodology/Approach Implementation of the online provincial directory allowed sharing of records between regions across the province. A service profile was identified that did not meet a particular CCAC’s inclusion/exclusion criteria, and a gap analysis was conducted to reveal inconsistent inclusion processes existed. A provincial working group was formed to explore the development of a provincial inclusion and exclusion criteria standard.

Finding/Results: An inclusion/exclusion criteria document was developed, and to ensure validity, internal and external stakeholders were surveyed to provide broader feedback. The CCAC Information and Referral Service Profile Inclusion/Exclusion Criteria received final approval in September 2016. The criteria outlined three (3) main inclusion conditions that must be passed for an agency or service to include a service profile in the I&R database; Agency eligibility, Data requirements, and Service profile category eligibility Exclusion criteria are applicable throughout the onboarding process and thereafter in each review.

Conclusion/Implication/Recommendations: The inclusion/exclusion criteria framework guides evaluation of health and community service categories and appropriate inclusion of service profiles. In addition, it provides a publically transparent criteria to support awareness of the scope and limitations of the CCAC online directory.

140 Character Summary: Using a rigorous & reliable data governance approach, CCACs’ online directory of health & community services remains trustworthy to the health information seeker.
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