Int J Med Inform - Technology-mediated awareness: facilitating the handling of (un)wanted interruptions in a hospital setting.

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Resumo

TRODUCTION: Nurses' work in hospital departments is highly collaborative and includes communication with a variety of actors. To further support nurses' communications, wireless phones, on which nurses receive both nurse calls and ordinary phone calls, have been introduced. However, while they ensure high availability among the mobile nurses, these phones also contribute to an increased number of interruptions.PURPOSE: This paper aims to discover whether all interruptions caused by the wireless phones are unwanted. Further, it investigates how nurses handle these interruptions in a hospital setting in order to construct a foundation for guidelines to use in designing these types of systems.METHODS: Qualitative and ethnographically inspired fieldwork, including workshops with both ordinary and student nurses from a Norwegian hospital, was undertaken. Patients from two hospital departments were interviewed.RESULTS: Nurses struggle to handle interruptions caused by the wireless nurse call system. Deciding whether to abort an activity or not to respond to an interruption is regarded as stressful. The decision is further complicated by the complex nature of the interruptions. At the same time, patients anticipate that nurses are able to make these judgements with limited information. Nurses' work is highly collaborative, and nurses depend on one another to carry out their work and manage interruptions.CONCLUSION: The dual nature of the interruptions is complex, and whether an interruption is wanted or unwanted depends on many factors. Nurses manage interruptions mainly by making their own activities visible and monitoring colleagues' work. Therefore, nurses' awareness of colleagues' activities is a key factor in how they handle interruptions in the form of nurse calls.

Resumo Limpo

troduct nurs work hospit depart high collabor includ communic varieti actor support nurs communic wireless phone nurs receiv nurs call ordinari phone call introduc howev ensur high avail among mobil nurs phone also contribut increas number interruptionspurpos paper aim discov whether interrupt caus wireless phone unwant investig nurs handl interrupt hospit set order construct foundat guidelin use design type systemsmethod qualit ethnograph inspir fieldwork includ workshop ordinari student nurs norwegian hospit undertaken patient two hospit depart interviewedresult nurs struggl handl interrupt caus wireless nurs call system decid whether abort activ respond interrupt regard stress decis complic complex natur interrupt time patient anticip nurs abl make judgement limit inform nurs work high collabor nurs depend one anoth carri work manag interruptionsconclus dual natur interrupt complex whether interrupt want unwant depend mani factor nurs manag interrupt main make activ visibl monitor colleagu work therefor nurs awar colleagu activ key factor handl interrupt form nurs call

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