短信服务或不良服务：复杂医疗环境下的短信问题。

Short message service or disService: issues with text messaging in a complex medical environment.

机构信息

Centre of Innovation in Complex Care, University Health Network, Toronto, ON, Canada; Department of General Internal Medicine, University Health Network, Toronto, ON, Canada.

Centre of Innovation in Complex Care, University Health Network, Toronto, ON, Canada; Department of Communication and Information, Rutgers University, New Brunswick, NJ, USA.

出版信息

Int J Med Inform. 2014 Apr;83(4):278-84. doi: 10.1016/j.ijmedinf.2014.01.003. Epub 2014 Jan 19.

DOI:10.1016/j.ijmedinf.2014.01.003

PMID:24495802

Abstract

BACKGROUND

Hospitals today are experiencing major changes in their clinical communication workflows as conventional numeric paging and face-to-face verbal conversations are being replaced by computer mediated communication systems. In this paper, we highlight the importance of understanding this transition and discuss some of the impacts that may emerge when verbal clinical conversations are replaced by short text messages.

METHODS

In-depth interviews (n=108) and non-participatory observation sessions (n=260h) were conducted on the General Internal Medicine wards at five academic teaching hospitals in Toronto, Canada.

RESULTS

From our analysis of the qualitative data, we identified two major themes. De-contextualization of complex issues led to an increase in misinterpretation and an increase in back and forth messaging for clarification. Depersonalization of communication was due to less verbal conversations and face-to-face interactions and led to a negative impact on work relationships.

CONCLUSIONS

Text-based communication in hospital settings led to the oversimplification of messages and the depersonalization of communication. It is important to recognize and understand these unintended consequences of new technology to avoid the negative impacts to patient care and work relationships.

摘要