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Exploring engagement with digital screens for collecting patient feedback in clinical waiting rooms: The role of touch and place.
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- Author(s): Ong, Bie Nio; Sanders, Caroline
- Source:
Health: An Interdisciplinary Journal for the Social Study of Health, Illness & Medicine; Jul2021, Vol. 25 Issue 4, p454-474, 21p- Subject Terms:
MEDICAL quality control; ONLINE information services; PRIVACY; HEALTH facilities; HEALTH services accessibility; WAITING rooms; DIGITAL technology; INTERNET; INTERVIEWING; MENTAL health; HEALTH status indicators; PATIENTS' attitudes; SOCIAL sciences; QUALITATIVE research; ETHNOLOGY research; MEDICAL ethics; COMPUTER input-output equipment; ELECTRONIC health records; PEOPLE with disabilities; MEDICAL informatics; DIFFUSION of innovations - Source:
- Additional Information
- Abstract: Health service settings are increasingly installing digital devices to enable people to engage digitally with multiple processes, including automated 'check-in', as well as collecting feedback on experiences of care. In addition, policy is increasingly driving digital agendas to promote patient engagement with online services, management of health records and routine monitoring. While this tendency towards widespread digital diffusion has been viewed as a means of enabling greater empowerment of patients and improved responsiveness of services to 'patient voice', social scientists have provided critical insights on the use of digital technologies in practice. However, there remains limited understanding of the mechanisms and contexts for digital engagement. In particular, there is a need for further research on the sensory and spatial aspects of engagement that are integral to everyday use (or non-use) of technology in practice. This article reports new insights from detailed qualitative case studies utilising in-depth interviews with patients, carers and staff, in addition to ethnographic observations of different digital modalities and their usage in specific health care contexts. A sociomaterial approach and concepts of affective atmosphere and technogeography are drawn upon to analyse the role of touch and place in the collection of digital feedback in multiple waiting room settings for people with physical and mental health long-term conditions. The findings highlight how barriers to engagement varied by context such as particular concerns about privacy for those with mental health problems and physical and sensory barriers for those with physical impairments. The findings demonstrate how digital inequalities can play out in practice and have implications for the design and development of digital innovations and tackling inequalities that may be associated with implementation of new digital technologies in healthcare. [ABSTRACT FROM AUTHOR]
- Abstract: Copyright of Health: An Interdisciplinary Journal for the Social Study of Health, Illness & Medicine is the property of Sage Publications, Ltd. and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)
- Abstract:
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