what-when-how
In Depth Tutorials and Information
to use it. Reliability was the largest concern of all factors for providers, while being
substantially lower for patients. It could be inferred here that the providers are
very concerned with the ability of the system to be more efficient rather than more
convenient.
Information quality outlined major differences in perspectives from both par-
ties, as well as notable needs for an effective system. It was found that a clear and
private connection was necessary, with good clarity and a quiet space to interact
from. However, the providers were more concerned with aspects dealing with the
comfort of the interaction, such as space or room layout, while the patients were
very concerned with the ability of the system to provide feedback to an individual
patient. hus, the system needs to facilitate individuals using it both as a necessity
because of a job and as a necessity to gain information.
Service quality was the most agreed-upon factor determining the effectiveness
of the telemedicine system, and focused on both the ability of supporting staff to
provide proper teaching for usage and the proper infrastructure such that the sys-
tem may have comfortable and available terminals for interaction. he only singly
noted item was in coordinator support, which was a noted aspect by providers. his
highlights the fact that, while the patient is an entity in the system operating for
itself, the providing medical professionals are likely working under the umbrella of
a manager or medical facility providing service to other individuals. In other words,
the system must be built with the realization that a certain level of oversight and
support must be possible at the provider's end.
he quality of use was the primary focus of patients in the study. While com-
mon themes included trained staff and a focus on patient care, patients wanted
to see more from the system. hey wanted to see that the system was coordinated
with in-person medical professionals both in later exams as well as being physically
with the patient while the telemedicine encounter with a separate provider was
being conducted. hey also wanted the system to be able to convey patient records
and provide future directives. his provides a common theme that telemedicine
encounters are expected to be more convenient than in-person encounters while not
having any trade-off in the quality of care to the individual.
he study shows that a telemedicine system has to be able to provide a ser-
vice that is sound in both social and technical aspects. Patients expect to be given
information that will provide quality care and advice that is not diminished by
the distances involved. Providers expect to provide this service reliably to a broad
audience over distance. In both cases, primary sub factors are a mix of social and
technical aspects, and both groups rank environmental aspects (such as the comfort
of terminals or their décor) notably lower than aspects which directly affect the
communication of information. his is evidence for the fact that any telemedicine
system must always be primarily focused on meeting its functional goals. It must
provide efective information in a reliable way between both parties. he system
can only be as good as the service it provides.
