Telemedicine: technology mediated service relationship, encounter, or something else?
Cynthia LeRouge1, Monica J Garfield, Rosann Webb Collins
1Dept. of Health Management & Policy, School of Public Health, Secondary appointment, Decision Sciences and IT Management Dept., John Cook School of Business, Saint Louis University, Salus Center, Saint Louis, MO 63104, United States. lerougec@slu.edu
International Journal of Medical Informatics
|May 15, 2012
Summary
Telemedicine requires a new service relationship, the Advanced Encounter, involving patients, providers, and technology. Key factors for successful telemedicine include understanding these relationships and optimizing the supporting servicescape.
Area of Science:
- Healthcare Management
- Human-Computer Interaction
- Telemedicine Technology
Background:
- Service encounters are fundamental in healthcare, occurring both in-person and via technology.
- Telemedicine, a form of technology-mediated healthcare, presents unique interaction dynamics.
Purpose of the Study:
- To analyze real-time service-encounter interactions in telemedicine.
- To identify critical factors for effective telemedicine design and implementation.
Main Methods:
- A case study approach was employed, focusing on medical video conferencing (MVC).
- Multiple data collection and analysis techniques were used, involving various telemedicine stakeholders.
Main Results:
- Telemedicine necessitates an 'Advanced Encounter' model, redefining relationships between providers, patients, and technology.
- Seven facilitating factors for the Advanced Encounter were identified, including the crucial telemedicine servicescape.
Conclusions:
- Deeper understanding of telemedicine actor relationships is achieved.
- Organizational strategies for deploying technology-mediated telemedicine services are informed.
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