Int J Med Inform - Telemedicine: technology mediated service relationship, encounter, or something else?

Tópicos

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Resumo

RPOSE: Service interactions between service providers and health care consumers happen daily in health care organizations, and can occur face-to-face or through mediating technology. We use the demanding and rich environment of telemedicine to better understand the nature of the real time service-encounter interactions among the human and technology actors engaged in the process and to inform telemedicine providers about key factors to consider in telemedicine design.METHODS: We conducted a case study of medical video conferencing (MVC) for the delivery of patient healthcare (a form of telemedicine) using multiple data collection and analysis techniques involving a range of telemedicine stakeholders.RESULTS: The research reveals that telemedicine requires a new kind of service relationship, an Advanced Encounter, with unique relationships between the telemedicine service providers, presenters, patients, and technology. Seven facilitating factors for the Advanced Encounter of telemedicine are identified and discussed, including the telemedicine servicescape: a set of supporting structures that are critical to telemedicine success.CONCLUSIONS: Key contributions are a deep understanding of the relationships between telemedicine actors, and the organizational actions needed to deploy a technology-mediated telemedicine service.

Resumo Limpo

rpose servic interact servic provid health care consum happen daili health care organ can occur facetofac mediat technolog use demand rich environ telemedicin better understand natur real time serviceencount interact among human technolog actor engag process inform telemedicin provid key factor consid telemedicin designmethod conduct case studi medic video conferenc mvc deliveri patient healthcar form telemedicin use multipl data collect analysi techniqu involv rang telemedicin stakeholdersresult research reveal telemedicin requir new kind servic relationship advanc encount uniqu relationship telemedicin servic provid present patient technolog seven facilit factor advanc encount telemedicin identifi discuss includ telemedicin servicescap set support structur critic telemedicin successconclus key contribut deep understand relationship telemedicin actor organiz action need deploy technologymedi telemedicin servic

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