Research Article
Understanding Patient Experience: A Deployment Study in Cardiac Remote Monitoring
@INPROCEEDINGS{10.1145/3154862.3154868, author={Tariq Andersen and Pernille Andersen and Anders Kornum and Trine Larsen}, title={Understanding Patient Experience: A Deployment Study in Cardiac Remote Monitoring}, proceedings={11th EAI International Conference on Pervasive Computing Technologies for Healthcare}, publisher={ACM}, proceedings_a={PERVASIVEHEALTH}, year={2018}, month={1}, keywords={patient experience user experience patient-clinician interaction phenomenology participatory design}, doi={10.1145/3154862.3154868} }- Tariq Andersen
Pernille Andersen
Anders Kornum
Trine Larsen
Year: 2018
Understanding Patient Experience: A Deployment Study in Cardiac Remote Monitoring
PERVASIVEHEALTH
ACM
DOI: 10.1145/3154862.3154868
Abstract
The term ‘patient experience’ is currently part of a global discourse on ways to improve healthcare. This study empirically explores what patient experience is in cardiac remote monitoring and considers the implications for user experience (UX). Through interviews around the deployment of a mobile app that enables patients to collaborate with clinicians, we unpack experiences in six themes and present narratives of patients’ lifeworlds. We find that patients’ emotions are grounded in negative feelings (uncertainty, anxiety, loss of hope) and that positive experiences (relief, reassurance, safety) arise from getting feedback on symptoms and from continuous and comforting interaction with clinicians. With this paper, we aim to sensitise UX researchers and designers of patient- centred e-health by proposing three UX dimensions: connectedness, comprehension, and compassion.