Academic journal article Journal of Healthcare Management

Abstract from the Academy of Management

Academic journal article Journal of Healthcare Management

Abstract from the Academy of Management

Article excerpt

TITLE. We Did Not Use Telemedicine That Time: Can Critical Incidents Analysis Explain Post-Adoption Non-Use?

AUTHORS. Janis L. Gogan, DBA, professor of information and process management; Sunayana Karra, student; and Monica }. Garfield, associate professor of computer information systems, Bentley University, Waltham, MA.

GOAL. The efficacy of telemedicine has been verified, yet it is underutilized. To learn why, we analyzed stories describing when telemedicine was not used.

METHODS. We reviewed three hub specialist interviews and 36 spoke interviews with 18 physicians, 15 nurses, and three social workers from four previous case studies: Critical-Care Pediatrics (two cases), Geriatric Tele-Psychiatry, and Tele-Stroke. From the 42 recorded interviews, we selected all stories describing episodes when telemedicine was not used. Stories consisted of characters, an unfolding sequence of events, and a resolution. This process yielded 21 stories from 19 clinicians, in two categories: non-use stories that stated why (in retrospect) a clinician would have liked to use telemedicine, and non-use stories in which the clinician did not indicate that telemedicine would have been preferable.

PRINCIPAL FINDINGS. Non-use episode stories reporting that telemedicine could have helped centered on three themes: ( 1 ) telemedicine as a rich communication medium, (2) the helpfulness of specialist expertise received via telemedicine during complex episodes, (3) telemedicine as a facilitator of cross-boundary relationships. …

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