Enabling Electronic Interactions between Patients and Healthcare Providers: a service design perspective

Authors

Polyxeni Vassilakopoulou, University of OsloFollow
Miria Grisot, Department of Informatics, University of Oslo, NorwayFollow
Margunn Aanestad, University of OsloFollow

Abstract

This paper investigates the design of electronic services for patient-healthcare provider interactions. Empirically, the paper draws from two cases on electronic health appointment management within the Norwegian healthcare system. We investigated the realisation of these new electronic services through the lens of service design adopting a process approach and following their evolution over time. Our findings suggest that the design of services for patient-provider interactions requires a) reconsideration of the whole relationships going beyond the digital solution part, b) flexibility that allows user-defined tailoring of digital solutions after being introduced to use, c) support of continuity in user involvement, d) creative exploitation of the regulatory constraints.

Recommended Citation

Vassilakopoulou, Polyxeni; Grisot, Miria; and Aanestad, Margunn (2016) "Enabling Electronic Interactions between Patients and Healthcare Providers: a service design perspective," Scandinavian Journal of Information Systems: Vol. 28: Iss. 1, Article 3.
Available at: https://aisel.aisnet.org/sjis/vol28/iss1/3