Understanding patient experience: a deployment study in cardiac remote monitoring

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review

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.
Original languageEnglish
Title of host publicationProceedings of the 11th EAI International Conference on Pervasive Computing Technologies for Healthcare
EditorsNuria Oliver, Mary Czerwinski, Aleksandar Matic
Number of pages4
PublisherAssociation for Computing Machinery
Publication date2017
Pages221-230
ISBN (Print)978-1-4503-6363-1
DOIs
Publication statusPublished - 2017
Eventthe 11th EAI International Conference - Barcelona, Spain
Duration: 23 May 201726 May 2017

Conference

Conferencethe 11th EAI International Conference
LandSpain
ByBarcelona,
Periode23/05/201726/05/2017

ID: 194913976