丹麦全科医疗中视频会诊使用的无形工作：一项人种志研究。
The invisible work of video consultation use in Danish general practice: An ethnographic study.
作者信息
Lüchau Elle Christine, Olesen Finn, Atherton Helen, Søndergaard Jens, Hvidt Elisabeth Assing
机构信息
Department of Public Health, Research Unit of General Practice, University of Southern Denmark, Odense M, Denmark.
School of Communication and Culture, Department of Digital Design and Information Studies, Aarhus University, Århus N, Denmark.
出版信息
Digit Health. 2024 Oct 21;10:20552076241291333. doi: 10.1177/20552076241291333. eCollection 2024 Jan-Dec.
OBJECTIVE
To delineate the characteristics of the work undertaken by general practitioners (GPs) and staff in implementing and utilising video consultation within their situated clinical contexts.
METHODS
The data material comprises 33 semi-structured interviews with GPs and staff and 132 hours of ethnographic fieldwork across seven clinics in Denmark. The data collection period spanned from June 2021 to August 2022. Reflexive thematic analysis was employed to analyse the data, drawing inspiration from the concept of invisible work as proposed by Susan Leigh Star and Anselm Strauss.
RESULTS
Four types of invisible work were identified through the analysis: (1) the work of introducing video consultations, (2) the work of stabilising video consultation use, (3) the work of coordinating users and systems, (4) the work of repair as a response to breakdowns.
CONCLUSIONS
The video consultation changes the organisational structure and leads to a reconfiguration of professional roles and existing work practices. Moreover, implementing and using video consultations demands articulation, inclusion and affective work by GPs and staff, and this work includes allocating time to coordinate tasks, do workarounds and repair breakdowns.
目的
描述全科医生（GP）及工作人员在其特定临床环境中实施和利用视频会诊所开展工作的特点。
方法
数据资料包括对全科医生及工作人员的33次半结构化访谈，以及在丹麦七个诊所进行的132小时人种学实地调查。数据收集期为2021年6月至2022年8月。采用反思性主题分析法对数据进行分析，灵感来源于苏珊·利·斯塔和安塞尔姆·施特劳斯提出的无形工作概念。
结果
通过分析确定了四种无形工作类型：（1）引入视频会诊的工作，（2）稳定视频会诊使用的工作，（3）协调用户与系统的工作，（4）作为对故障响应的修复工作。
结论
视频会诊改变了组织结构，导致专业角色和现有工作实践的重新配置。此外，实施和使用视频会诊需要全科医生及工作人员进行明确表达、包容和情感方面的工作，这项工作包括分配时间来协调任务、采取变通方法和修复故障。
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