Title: Provider perspectives of telemedicine encounter quality

Authors: Cynthia LeRouge, Monica J. Garfield, Alan R. Hevner

Addresses: Department of Decision Sciences and MIS, John Cook School of Business, Saint Louis University, 3674 Lindell Boulevard, Saint Louis, MO 63108-3397, USA. ' Computer Information Systems Department, Bentley College, 175 Forest Street, Waltham, MA 02452, USA. ' Information Systems/Decision Sciences Department, College of Business Administration, University of South Florida, 4202 East Fowler Avenue, CIS1040, Tampa, FL 33620-5500, USA

Abstract: Telemedicine systems have the potential to revolutionise healthcare by enhancing quality and efficiency through virtual access. To serve this goal, it is fundamental to understand the telemedicine encounter process. Holistic (sociotechnical) understanding of telemedicine encounter quality is still limited. We conduct this study from the position of the medical professionals who directly use the technology and are accountable for patient care. We use a field study comprising multiple methods (direct observation, interview, survey) and perspectives (researcher, provider) to collect and interpret data. Based on the data, we develop a rich model of telemedicine encounter quality attributes. We discuss the derived quality attributes (including the relevance of each attribute) and identify opportunities for their control in terms of who can apply control and when the control is best applied. Practical implications and future directions are presented.

Keywords: information technology; encounter quality; service encounters; sociotechnical systems; telehealth; telemedicine; medical videoconferencing; healthcare technology; direct patient care; patient examinations.

DOI: 10.1504/IJHTM.2005.006990

International Journal of Healthcare Technology and Management, 2005 Vol.6 No.4/5/6, pp.397 - 419

Published online: 02 May 2005 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article