Atención al usuario y comunicación en los portales web de salud autonómicos en España

Based on the use of heuristic test and e-mystery user techniques, the article presents the results of a study conducted in 2011 about the variety and effectiveness of web-based communication devices laid by the Spanish regional governments in order to provide health services to citizens. The results show that the websites operated by regional governments offer much higher technological capabilities than those required by the narrow range of benefits currently offered to users of health services. Also, data collected highlights serious shortcomings in the supply and management of communication devices, especially those that encourage citizens’ feedback through their active participation. Results depict a panorama still far from a reasonable use of an e-health 2.0 model.