Nicola Green

Citation

Thesis Title
Exploring the impact of telehealth videoconferencing services on work systems for key stakeholders in New Zealand: a sociotechnical systems approach

Using real-time videoconferencing to deliver healthcare services aims to improve access, quality, and the experience of receiving healthcare when professionals and patients are not based at the same physical location. Existing research has reported benefits of telehealth videoconferencing, yet there are difficulties with developing and sustaining services. Ms Green investigated how the use of telehealth videoconferencing impacts the work done to provide or receive healthcare services in New Zealand. Using semi-structured interviews and contextual observations, Ms Green explored the perceptions of an expert telehealth group, healthcare providers, and patients. She found that to enable telehealth videoconferencing to be a sustained practice, factors including new ways of working, change, human connection, what is best for patients, and equity need to be recognised. These factors also must be managed in a way that balances costs and consequence and that ensures fit across the work system.

Supervisors
Associate Professor David Tappin
Professor Tim Bentley