在一般实践中支持患者使用在线服务:专注的民族学案例研究
Jennifer Newbould1, Carol Bryce2, Stephanie Stockwell1
1RAND Europe, Cambridge.
概括
数字化便利化支持NHS患者使用在线全科医院服务. 这种支持往往是非正式的,依靠接待人员,需要更好的整合和培训才能有效.
科学领域:
- 医疗信息学 医疗信息学
- 一般的做法一般的做法
- 数字健康数字健康
背景情况:
- 英语通用实践的在线服务范围从重复处方到咨询.
- 某些患者群体在访问和使用这些数字健康服务方面面临挑战.
- 数字化便利化对于支持NHS患者采用和使用在线工具至关重要.
研究的目的:
- 了解数字化便利化如何以及为什么有利于患者和全科医生.
- 确定支持患者使用在线全科医院服务的关键流程.
- 探索患者和工作人员对数字化便利化的看法.
主要方法:
- 聚焦的民族学案例研究设计.
- 涉及69名参与者的观察和采访.
- 研究了英格兰八个具有不同特征的一般实践.
主要成果:
- 数字化便利通常是非正式地为个别患者提供.
- 多个不同的在线系统需要患者支持.
- 年轻的员工通常在没有特殊培训的情况下提供支持,而复杂需求的患者需要量身定制的帮助.
结论:
- 患者使用在线服务目前由非正式的数字化便利提供支持,主要由接待人员提供.
- 有效的支持需要对服务提供和专注于患者协助的资源进行审查.
- 优化数字化便利化对于公平获得在线通用医疗服务至关重要.
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