Managing communication availability and interruptions: A Study of Mobile Communication in an Oncology Department Jeremiah Scholl, Per Hasvold, Eva Henriksen, Gunnar Ellingsen Agenda Background Mobile communication in hosptials The study Design Results
Managing communication availabilityand interruptions: A Study of Mobile Communication in an Oncology DepartmentJeremiah Scholl, Per Hasvold, Eva Henriksen, Gunnar Ellingsen
Why is this? – key issue
“It is a problem that you never know if that person is available at the hospital or is on leave; on a three weeks holiday. All messages of any importance – they cannot just be sent somewhere to a pager that is not used for a week. That is the problem of connecting a message with a person and not a role.”
“If, for example, you are in an important consultation with a patient… then it would be wrong to interrupt that conversation to answer a pager that may not be important.”
“with a phone it is easier to take the call and explain that you will call back later… So, that could be a disadvantage with the phone; that you may get interrupted and allow yourself to get interrupted. You get more easily interrupted by a phone than a pager.”
Comments by residents
“I see that the attending physicians that carry a phone get an extreme amount of calls... It is good to be available, but if it is too easy I think you would get a few requests that are not necessary to deal with then and there.”
“… I think one may change one’s opinion (about carrying a phone) when you have been here, in ‘the game’, a while, perhaps as you rise in position and get more responsibility and more people are interested in getting hold of you to consult with you, then it may – I think there may be a lot of bothersome requests.”
“There are several at the department who … use the phone only to phone out… and use the phone to call back... in this case it (the switchboard) only lists the pager and the office number and not the wireless phone number.”
“There are some of the senior physicians that absolutely don’t want a private [mobile] phone, because they feel they never get to be undisturbed.”
“Sometimes it is necessary to have quiet and not get disturbed by phone calls. I do have a DECT-phone, but I don’t bring it to the [inpatient] ward because it would disturb and I always have the pager.”
“...if you could give a message that you are occupied for a quarter of an hour, or let them know what you are doing – I think that could be useful.”
Dangerous to force wireless phone use among doctors without careful design consideration.
Design issues for a single device that supports voice, text, and paging.
The application went through and we have funding.
1) Create middleware for multi-modal communication that integrates role and individual based contact into a single device.
2) Design interaction forms for switching roles associated with a device.
3) Create an interruptions management system.
4) Create new interaction forms for mobile text-messaging with acknowledgement and requested reply.
5) Investigate privacy and security aspects of mobile communication in hospitals
Eksisting page/phone system
Dect/IP Dect and/or WiFi basestations, or GSM/3G/WiFi
New page/phone server for re-routing calls and paging to context sensitive mobile system
Pasta and/or other system for position, role and context