Challenges in institutionalising electronic platforms for patient-healthcare provider communication

Electronic platforms for patient?healthcare provider communication are instrumental for enabling a new, more active patient role supporting efficient and effective healthcare delivery. However, benefit realisation from implementing such communication platforms comes after they get established as parts of healthcare information infrastructures. In this paper, drawing from information infrastructure theory, we analyse the process of establishing a durable solution and identify the socio-technical challenges it entails. Based on a case study in the Norwegian healthcare context, the focus of the paper is on the ongoing institutionalising practices of the project management team. Three major challenges are identified. The first challenge is related to the constitution of identity for the new artefact. The second and third challenges are related to the difficulties in building a platform that is stable enough to allow the exploitation of technological potential, and at the same time flexible enough to provide exploration and adaptation possibilities.