Nurses' and community support workers' experience of telehealth: a longitudinal case study

• Published in: BMC health services research 2014-04, Vol.14 (1), p.164-164, Article 164
• Main Authors: Sharma, Urvashi, Clarke, Malcolm
• Format: Article
• Language: English
• Subjects: Analysis; Attitude of Health Personnel; Care and treatment; Case management; Case studies; Chronic illnesses; Chronic obstructive pulmonary disease; Community Health Services; Community Health Workers; Community support; Data analysis; Data collection; England; Focus Groups; Health aspects; Health Services Research; Heart failure; Heart Failure - nursing; Humans; Interviews; Longitudinal Studies; Lung diseases, Obstructive; Nurse's Role; Nurses; Patients; Physiology; Pulmonary Disease, Chronic Obstructive - nursing; Qualitative Research; Researchers; Social support; Technology application; Telemedicine; Threats; User behavior; Workload; Workloads
• ISSN: 1472-6963; 1472-6963
• DOI: 10.1186/1472-6963-14-164

Introduction of telehealth into the healthcare setting has been recognised as a service that might be experienced as disruptive. This paper explores how this disruption is experienced. In a longitudinal qualitative study, we conducted focus group discussions prior to and semi structured interviews post introduction of a telehealth service in Nottingham, U.K. with the community matrons, congestive heart failure nurses, chronic obstructive pulmonary disease nurses and community support workers that would be involved in order to elicit their preconceptions and reactions to the implementation. Users experienced disruption due to the implementation of telehealth as threatening. Three main factors add to the experience of threat and affect the decision to use the technology: change in clinical routines and increased workload; change in interactions with patients and fundamentals of face-to-face nursing work; and change in skills required with marginalisation of clinical expertise. Since the introduction of telehealth can be experienced as threatening, managers and service providers should aim at minimising the disruption caused by taking the above factors on board. This can be achieved by employing simple yet effective measures such as: providing timely, appropriate and context specific training; provision of adequate technical support; and procedures that allow a balance between the use of telehealth and personal visit by nurses delivering care to their patients.