Human and organizational factors affecting telemedicine utilization within U.S. military forces in Europe

During the past 10 years, the United States Army installed telemedicine capabilities in more than 30 Army medical treatment facilities within the European Theater, including the former Yugoslavia. In spite of favorable reviews of utilization from the early days of the installations, there has been only limited use for patient care. We conducted a field study of the program implementation within a group of military clinics and hospitals using site visits and interviews. Problems leading to underutilization were identified primarily as organizational factors rather than classic "human factors" or "man-machine interface" problems. The majority of those interviewed felt that: they had not been given adequate information on the role of telemedicine systems in provision of health care; operational and support policies had not been developed adequately; cost-benefit of use was not clearly demonstrated; and that many organizational impediments existed. Additionally, the lack of strong clinician proponents was repeatedly cited. Although limited in scope, this study provides insight into the attitudes of clinicians given the opportunity to use various telemedicine modalities, and identifies organizational problems that could be rectified by a defined mission involving the use of telemedicine and a structure encouraging its acceptance in routine clinical practice. As a result of this study, recommendations were made for changes in implementation practices, which may have civil as well as military implications.