Full of promise, failed in practice: a discussion of barriers encountered during an attempt to integrate physician-patient e-mail communication in the care process at a Dutch eye hospital
by Samantha Adams, Roland Bal, Jitske De Jong
International Journal of Healthcare Technology and Management (IJHTM), Vol. 7, No. 3/4, 2006

Abstract: In this paper, we discuss an unsuccessful attempt to implement physician-patient e-mail contact in a Dutch eye hospital. This is the first known study that focuses on direct physician-provider e-mail communication for consultative needs in eyecare. We reflect on the failure of this implementation project in the discussion, where we look at how the underlying (mis-)assumptions about the technology and erred expectations regarding patient willingness to use e-mail, together with the chosen implementation methodology and the general research setting, contributed to this failure.

Online publication date: Tue, 20-Dec-2005

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