Abstract
Telemedicine systems that involve the use of video conferencing technologies have been available for more than three decades. Yet, they have primarily been used for specialist appointments or within health care facilities. We are now seeing a shift with the proliferation of commercial technologies, such as smartphone apps that allow people to have appointments with a general practitioner from nearly any location for various reasons. Telemedicine has also seen an uptake due to the COVID-19 pandemic. However, little is known about how doctors and patients perceive smartphone-based telemedicine systems, what types of medical ailments are best suited for these systems, what sociotechnical challenges might emerge through their usage, and how systems should be designed to best meet the needs of both doctors and patients. Thus, we applied a scenario-based design method by presenting a set of medical situations to both general practitioners and patients, and conducted contextual interviews with them to investigate their thoughts on video-based appointments for a range of medical situations. Results show that video consultations using smartphone apps could raise challenges in delivering appropriate care and utilization, conducting camera work to assist different types of examinations, supporting doctor–patient relationship creation and maintenance, allowing doctors to maintain control over the appointment, as well as protecting patients’ and doctors’ privacy. This suggests the need to create designs that can support particular workflows, relationship building, safety and privacy protection, and camera work for varying contexts.
- [1] . 2016. Doctor, can you see my squats? Understanding bodily communication in video consultations for physiotherapy. In Proceedings of the 2016 ACM Conference on Designing Interactive Systems: Fuse (DIS’16). 1197–1208.
DOI: Google ScholarDigital Library - [2] . 2010. Making love in the network closet: The benefits and work of family videochat. In Proceedings of the ACM Conference on Computer Supported Cooperative Work (CSCW’10). 145–154.
DOI: Google ScholarDigital Library - [3] . 2020. Use of telemedicine and virtual care for remote treatment in response to COVID-19 pandemic. Journal of Medical Systems 44, 7 (June 2020), 132.Google ScholarCross Ref
- [4] . 2011. FaceTime for physicians: Using real time mobile phone-based videoconferencing to augment diagnosis and care in telemedicine. Eplasty 11 (May 2011), e23. Retrieved July 3, 2018 from http://www.ncbi.nlm.nih.gov/pubmed/21559249%0A http://www.pubmedcentral.nih.gov/articlerender.fcgi?artid=PMC3087505Google Scholar
- [5] . 2017. In your eyes: Anytime, anywhere video and audio streaming for couples. In Proceedings of the 2017 ACM Conference on Computer Supported Cooperative Work and Social Computing (CSCW’17). 84–97.
DOI: Google ScholarDigital Library - [6] . 2016. The empirical foundations of telemedicine interventions in primary care. Telemedicine Journal and e-Health 22, 5 (May 2016), 342–375.
DOI: Google ScholarCross Ref - [7] . 2005. Technology, e-Learning and Distance Education. Routledge.
DOI: Google ScholarCross Ref - [8] . 1993. Design for privacy in ubiquitous computing environments. In Proceedings of the 3rd European Conference on Computer-Supported Cooperative Work (ECSCW’93).
DOI: Google ScholarCross Ref - [9] . 2005. The language of privacy: Learning from video media space analysis and design. ACM Transactions on Computer-Human Interaction 12, 2 (June 2005) 328–370.
DOI: Google ScholarDigital Library - [10] . 2009. Privacy factors in video-based media spaces. In Media Space: 20+ Years of Mediated Life. Springer, London, 97–122.
DOI: Google ScholarCross Ref - [11] . 2012. Focusing on shared experiences: Moving beyond the camera in video communication. In Proceedings of the Designing Interactive Systems Conference (DIS’12). 96–105.
DOI: Google ScholarDigital Library - [12] . 2000. Making Use: Scenario-Based Design of Human-Computer Interactions. MIT Press.Google ScholarDigital Library
- [13] . 2018. Feasibility, acceptability and effectiveness of an online alternative to face-to-face consultation in general practice: A mixed-methods study of webGP in six Devon practices. BMJ Open 8, 2 (2018), 18688.
DOI: Google ScholarCross Ref - [14] . 2011. Unpacking exam-room computing: Negotiating computer-use in patient–physician interactions. In Proceedings of the SIGCHI Conference on Human Factors in Computing Systems (CHI’11). 3343–3352.
DOI: Google ScholarDigital Library - [15] . 2019. Video or in-clinic consultation? Selection of attributes as preparation for a discrete choice experiment among key stakeholders. Patient 12, 1 (February 2019), 69–82.
DOI: Google ScholarCross Ref - [16] . 2013. Online counseling and therapy for mental health problems: A systematic review of individual synchronous interventions using chat. Journal of Technology in Human Services 31, 1 (January 2013), 1–21.
DOI: Google ScholarCross Ref - [17] . 1995. Notes on design practice: Stories and prototypes as catalysts for communication. In Scenario-Based Design: Envisioning Work and Technology in System Development. 37–58. Retrieved September 23, 2019 from https://dl.acm.org/citation.cfm?id=209231Google Scholar
- [18] . 2015. Designing asynchronous communication tools for optimization of patient-clinician coordination AMIA Annual Symposium Proceedings 2015, 543–552. Retrieved February 18, 2020 from http://www.ncbi.nlm.nih.gov/pubmed/26958188Google Scholar
- [19] . 2017. “I should listen more”: Real-time sensing and feedback of non-verbal communication in video telehealth. Proceedings of the ACM on Human-Computer Interaction 1, CSCW (November 2017), 1–19.
DOI: Google ScholarDigital Library - [20] . 2010. Video play: Playful interactions in video conferencing for long-distance families with young children. In Proceedings of the 9th International Conference on Interaction Design and Children (IDC’10). 49–58.
DOI: Google ScholarDigital Library - [21] . 2014. The routines and needs of grandparents and parents for grandparent-grandchild conversations over distance. In Proceedings of the 32nd annual ACM conference on Human factors in computing systems (CHI’14).
DOI: Google ScholarDigital Library - [22] . 2020. “I'm not feeling like I'm part of the conversation” patients’ perspectives on communicating in clinical video telehealth visits. Journal of General Internal Medicine 35, 6 (June 2020), 1751–1758.
DOI: Google ScholarCross Ref - [23] . 2003. Are you looking at me? Eye contact and desktop video conferencing. ACM Transactions on Computer-Human Interaction 10, 3 (September 2003), 221–243.
DOI: Google ScholarDigital Library - [24] . 2017. The ‘interrogative gaze’: Making video calling and messaging ‘accountable.’ Pragmatics 27, 3 (2017), 319–350.
DOI: Google ScholarCross Ref - [25] . 1986. Body Movement and Speech in Medical Interaction. Cambridge University Press.
DOI: Google ScholarCross Ref - [26] . 1977. Telemedicine in Canada. Canadian Medical Association Journal 117, 4 (August 1977), 386–388.
DOI: Google ScholarCross Ref - [27] . 2019. Look at me! Correcting eye gaze in live video communication. ACM Transactions on Multimedia Computing, Communications, and Applications 15, 2 (2019), 1–21.
DOI: Google ScholarDigital Library - [28] . 2013. Experiences2Go: Sharing kids’ activities outside the home with remote family members. In Proceedings of the 2013 Conference on Computer Supported Cooperative Work (CSCW’13). 1329–1340.
DOI: Google ScholarDigital Library - [29] 2018. SAFeBanD: A wearable device for the safety of women in Bangladesh. In Proceedings of the 16th International Conference on Advances in Mobile Computing and Multimedia (MoMM’18). 76–83.
DOI: Google ScholarDigital Library - [30] . 2013. Video consultation use by Australian general practitioners: Video vignette study. Journal of Medical Internet Research 15, 6 (2013), e117.
DOI: Google ScholarCross Ref - [31] . 2015. Mechanics of camera work in mobile video collaboration. In Proceedings of the 33rd Annual ACM Conference on Human Factors in Computing Systems (CHI’15).
DOI: Google ScholarDigital Library - [32] . 2010. Sharing conversation and sharing life: Video conferencing in the home. In Proceedings of the 28th Conference on Human Factors in Computing Systems (CHI’10). 655–658.
DOI: Google ScholarDigital Library - [33] . 2011. Family portals: Connecting families through a multifamily media space. In Proceedings of the Annual Conference on Human Factors in Computing Systems. 1205–1214.
DOI: Google ScholarDigital Library - [34] . 2010. The family window: The design and evaluation of a domestic media space. In Proceedings of the Conference on Human Factors in Computing Systems. 2361–2370.
DOI: Google ScholarDigital Library - [35] . 2010. Home video communication: Mediating “closeness.” In Proceedings of the ACM Conference on Computer Supported Cooperative Work (CSCW’10). 135–144.
DOI: Google ScholarDigital Library - [36] . 2014. Connected health: A review of technologies and strategies to improve patient care with telemedicine and telehealth. Health Affairs 33, 2 (February 2014), 194–199.
DOI: Google ScholarCross Ref - [37] . 2014. Teledermatology: Key factors associated with reducing face-to-face dermatology visits. Journal of the American Academy of Dermatology 71, 3 (September 2014), 570–576.
DOI: Google ScholarCross Ref - [38] . 2002. Quality attributes in telemedicine video conferencing. In Proceedings of the 35th Annual Hawaii International Conference on System Sciences. 2050–2059.
DOI: Google ScholarCross Ref - [39] . 2013. Video chat with multiple cameras. In Proceedings of the ACM Conference on Computer Supported Cooperative Work (CSCW’13). 195–198.
DOI: Google ScholarDigital Library - [40] . 2016. Utilization of telemedicine among rural medicare beneficiaries. Journal of the American Medical Association 315, 18 (May 2016), 2015–2016.
DOI: Google ScholarCross Ref - [41] . 2001. Telemedicine and doctor–patient communication: An analytical survey of the literature. Journal of Telemedicine and Telecare 7, 1 (2001), 1–17.
DOI: Google ScholarCross Ref - [42] . 2015. Sharing domestic life through long-term video connections. ACM Transactions on Computer-Human Interaction 22, 1 (2015), 1–29.
DOI: Google ScholarDigital Library - [43] . 2020. Mobile video conferencing for sharing outdoor leisure activities over distance. Human–Computer Interaction 35, 2 (March 2020), 103–142.
DOI: Google ScholarCross Ref - [44] . 2018. From being there to watching: Shared and dedicated telepresence robot usage at academic conferences. ACM Transactions on Computer-Human Interaction 25, 6 (December 2018), 1–39.
DOI: Google ScholarDigital Library - [45] . 2009. More than face-to-face: Empathy effects of video framing. In Proceedings of the SIGCHI Conference on Human Factors in Computing Systems. 423–432.
DOI: Google ScholarDigital Library - [46] . 2020. Addressing equity in telemedicine for chronic disease management during the COVID-19 Pandemic. NEJM Catalyst 1, 3 (2020).
DOI: Google ScholarCross Ref - [47] . 2006. Everyday practices with mobile video telephony. In Proceedings of the Conference on Human Factors in Computing Systems. 871–880.
DOI: Google ScholarDigital Library - [48] . 1995. Doctor–patient communication: A review of the literature. Social Science & Medicine 40, 7 (April 1995), 903–918.
DOI: Google ScholarCross Ref - [49] . 2016. Holoportation: Virtual 3D teleportation in real-time. In Proceedings of the 29th Annual Symposium on User Interface Software and Technology (UIST’16). 741–754.
DOI: Google ScholarDigital Library - [50] . 2003. Unpacking “privacy” for a networked world. In Proceedings of the Conference on Human Factors in Computing Systems. 129–136.
DOI: Google ScholarCross Ref - [51] . 2017. “Myeyes”: The design and evaluation of first person view video streaming for long-distance Couples. In Proceedings of the 2017 Conference on Designing Interactive Systems (DIS’17).
DOI: Google ScholarDigital Library - [52] Teresa Pawlikowska, Colonel Jonathan Leach, Peter Lavallee, Rodger Charlton, and Jo Piercy. 2007. Consultation models. In Learning to Consult. Radcliffe Pub, 178--215.Google Scholar
- [53] . 2016. Room2Room: Enabling Life-Size telepresence in a projected augmented reality environment. In Proceedings of the ACM Conference on Computer Supported Cooperative Work (CSCW’16). 1716–1725.
DOI: Google ScholarDigital Library - [54] . 2017. Patient perceptions of telehealth primary care video visits. Annals of Family Medicine 15, 3 (May 2017), 225–229.
DOI: Google ScholarCross Ref - [55] . 2014. Exploring video streaming in public settings: Shared geocaching over distance using mobile video chat. In Proceedings of Conference on Human Factors in Computing Systems. 2163–2172.
DOI: Google ScholarDigital Library - [56] . 2010. Family story play: Reading with young children (and Elmo) over a distance. In Proceedings of Conference on Human Factors in Computing Systems. 1583–1592.
DOI: Google ScholarDigital Library - [57] , In young Choi, and Jaebeom Lee. 2014. Predictive factors of telemedicine service acceptance and behavioral intention of physicians. International Journal of Medical Informatics 83, 8 (August 2014), 559–571.
DOI: Google ScholarCross Ref - [58] . 2014. Teledermatology: Virtual access to quality dermatology care and beyond. Journal of the Dermatology Nurses Association 6, 6 (November 2014), 285–287.
DOI: Google ScholarCross Ref - [59] . 2006. The expression of emotion through nonverbal behavior in medical visits: Mechanisms and outcomes. Journal of General Internal Medicine 21, Suppl. 1 (January 2006), 28–34.
DOI: Google ScholarCross Ref - [60] . 2014. Why do patients visit their doctors? Assessing the most prevalent conditions in a defined US population. Mayo Clinic Proceedings 88, 1 (January 2014), 56–67.
DOI: Google ScholarCross Ref - [61] . 2020. Physical examinations via video for patients with heart failure: Qualitative study using conversation analysis. Journal of Medical Internet Research 22, 2 (October 2020), e16694.
DOI: Google ScholarCross Ref - [62] . 2009. Patients and families experiences with video telehealth in rural/remote communities in northern Canada. Journal of Clinical Nursing 18, 18 (September 2009), 2573–2579.
DOI: Google ScholarCross Ref - [63] . 2018. Advantages and limitations of virtual online consultations in a NHS acute trust: The VOCAL mixed-methods study. Health Services and Delivery Research 6, 21 (2018), 1–136.
DOI: Google ScholarCross Ref - [64] . 2013. Telepsychiatry: Videoconferencing in the delivery of psychiatric care. American Journal of Psychiatry 170, 3 (March 2013), 256–262.
DOI: Google ScholarCross Ref - [65] . 1995. Effective physician-patient communication and health outcomes: A review. Canadian Medical Association 152, 9 (1995), 1423--1433. Retrieved from https://www.ncbi.nlm.nih.gov/pmc/articles/PMC1337906/.Google Scholar
- [66] . 2014. Impact of phone call intervention on glycemic control in diabetes patients: A systematic review and meta-analysis of randomized, controlled trials. PLoS One 9, 2 (February 2014), e89207.
DOI: Google ScholarCross Ref - [67] . 2017. Collaboration in 360° videochat: Challenges and opportunities. In Proceedings of the 2017 ACM Conference on Designing Interactive Systems. 1327–1339.
DOI: Google ScholarDigital Library - [68] . 2010. Three's company: Understanding communication channels in three-way distributed collaboration. In Proceedings of the 2010 ACM conference on Computer supported cooperative work (CSCW’10). 271–280.
DOI: Google ScholarDigital Library - [69] . 2015. Physio@Home: Exploring visual guidance and feedback techniques for physiotherapy exercises. In Proceedings of the 33rd Annual ACM Conference on Human Factors in Computing Systems (CHI’15). 4123–4132.
DOI: Google ScholarDigital Library - [70] . 2015. Home telehealth video conferencing: Perceptions and performance. JMIR mHealth uHealth 3, 3 (September 2015), e90.
DOI: Google ScholarCross Ref - [71] . 2020. Exploring patients’ and clinicians’ experiences of video consultations in primary care: A systematic scoping review. BJGP Open 4, 1 (2020), 1–8.
DOI: Google ScholarCross Ref - [72] . 2020. Musculoskeletal physical therapy during the COVID-19 pandemic: Is telerehabilitation the answer? Physical Therapy 100, 8 (August 2020), 1260–1264.
DOI: Google ScholarCross Ref - [73] . 2018. Hands-free remote collaboration over video: Exploring viewer and streamer reactions. In Proceedings of the 2018 ACM International Conference on Interactive Surfaces and Spaces (ISS’18). 85–95.
DOI: Google ScholarDigital Library - [74] . 2010. A systematic review of economic analyses of telehealth services using real time video communication. BMC Health Services Research 10, 1 (December 2010), 1--13.
DOI: Google ScholarCross Ref - [75] . 2018. Clinical examination component of telemedicine, telehealth, mHealth, and connected health medical practices. Medical Clinics of North America 102, 3 (May 2018), 533–544.
DOI: Google ScholarCross Ref - [76] . 2006. Patient-doctor decision-making about treatment within the consultation—A critical analysis of models. Social Science & Medicine 62, 1 (2006), 116–124.
DOI: Google ScholarCross Ref - [77] . 2018. Our house: Living in a long distance relationship through a telepresence robot. Proceedings of the ACM on Human Computer Interaction 2, CSCW (November 2018), 1–18.
DOI: Google ScholarDigital Library - [78] . 2016. Adoption of routine telemedicine in Norwegian hospitals: Progress over 5 years. BMC Health Services Research 16, 1 (December 2016), 496.
DOI: Google ScholarCross Ref
Index Terms
- A Scenario-Based Study of Doctors and Patients on Video Conferencing Appointments from Home
Recommendations
Quality and Cost Improvement of Healthcare via Complementary Measurement and Diagnosis of Patient General Health Outcome Using Electronic Health Record Data: Research Rationale and Design
In this evolving `third era of health', one of the US Health Care Reform Act's goals is to effectively facilitate the primary care physician's ability to better diagnose and manage the health outcome of the outpatient. That goal must include research on ...
Cancelled Primary Care Appointments: A Prospective Cohort Study of Diabetic Patients
Patients scheduled for primary care appointments often cancel or no show. For diabetic patients, nonattendance can affect continuity of care and result in higher emergency department (ED) and hospital use. Nonattendance also impacts appointment ...
Evaluation of a guidelines-based e-health decision support system for primary health care in South Africa
SAICSIT '14: Proceedings of the Southern African Institute for Computer Scientist and Information Technologists Annual Conference 2014 on SAICSIT 2014 Empowered by TechnologyProblem: This paper reports on the field evaluation of the Basic Antenatal Care Information System (Bacis) program. Methods: The field evaluation covered: system accuracy and safety; user acceptance; improvements to compliance of nurses to the maternity ...
Comments