Technostress in Healthcare

Reducing Stress in Health Care: Evidence From Using an Integration Design ModelRob Keefer, PhDLisa Douglas, PhD

pomiet.com @rbkeefer

Big Idea

Technostress is real and can be reduced using an integration design model.


Technostress is Real


Technostress in Healthcare

1 Widera, E., Chang, A., & Chen, H. (2010). Presenteeism: A public health hazard. Journal of General Internal Medicine, 25(11), 1244-1247. 2 Smith, M., Carayon, P., Sanders, K., Lim, S., & Legrande, D. (1992). Employee stress and health complaints in jobs with and without electronic performance monitoring. Applied Ergonomics, 23(1), 17-27. 3 Al-Abri, R. (2007). Managing change in healthcare. Oman Medical Journal, 22(3), 9-10. 4 Friedberg, M., et al. (2013). Factors Affecting Physician Professional Satisfaction and Their Implications for Patient Care, Health Systems, and Health Policy. RAND Corporation Research Report. ISBN 978-0-8330-8220-6

Person-Technology Fit Model*

3 potential sources of stress designed into a system: Intrusive (presenteeism1 and anonymity2)

Dynamic (pace of change3)

Usability (usefulness, complexity, and reliability4)

*Ayyagari, R., Grover, V., & Russell, P. (2011).


Integration Design Model


Classic ModelTypical questions in user research:

Traditional Interaction Questions Additional Synergistic Questions

What is the user trying to accomplish? Why is this important?

Are the user goals able to be categorized into themes? (i.e. collaboration)

What does the user need to know to accomplish the goal? Why?

What is the user’s reasoning process to solve this problem?

How does the user feel while performing a task?

What near-real time information does the user want to know?

What is the machine trying to accomplish? Why is this important?

Are the machine goals able to be categorized into themes? (i.e. tracking)

What does the machine need to know to accomplish the goal? Why?

What is the algorithm, or machine’s reasoning process, to solve this problem?

What information does the machine need to monitor and radiate appropriately?

Does the system promote the desired emotions of the user?

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Research Users


Integration Design Model

Researchers Users

Developers

A Synergistic Approach


Integration Design ModelLet’s add a set of questions to our research:

Traditional Interaction Questions Additional Synergistic Questions

What is the user trying to accomplish? Why is this important?

Are the user goals able to be categorized into themes? (i.e. collaboration)

What does the user need to know to accomplish the goal? Why?

What is the user’s reasoning process to solve this problem?

How does the user feel while performing a task?

What near-real time information does the user want to know?

What is the machine trying to accomplish? Why is this important?

Are the machine goals able to be categorized into themes? (i.e. tracking)

What does the machine need to know to accomplish the goal? Why?

What is the algorithm, or machine’s reasoning process, to solve this problem?

What information does the machine need to monitor and radiate appropriately?

Does the system promote the desired emotions of the user?

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Results


Methodology

57 Participants: Registered Nurse: 55 Physician: 1 Hospital Tech: 1

Evaluation Method: No. Research Projects: 9 SUS: 5-point Likert Scale Subjective: 1-10 continuum


Existing Systems


Existing Systems

NOTE: Interact with up to 10 disparate systems to complete tasks

44.5


Initial Releases


Initial Releases

NOTE: Focus on consolidating systems, increasing efficiency, reducing cognitive workload


Following Releases

NOTE: Support for Multitasking Summarization of Information


Continued Success

NOTE: Further Experimentation Continued Learning


Final Releases

NOTE: Last Known Sighting Medication Review Support


Results

NOTE: Unpaired t-test: t = 6.0504, p < 0.001 MD=18.90 (in Conf Interval)

M1 M2


Conclusion

Technostress is real and can be reduced using an integration design model.


Further Research

A recent study*suggests that perception of usability (SUS) and mental workload may be independent, not fully overlapping, constructs. Further research will introduce mental workload scores (NASA Task Load Index).

*Longo, L. (2017). Subjective Usability, Mental Workload Assessments and Their Impact on Objective Human Performance. In: Bernhaupt R., Dalvi G., Joshi A., K. Balkrishan D., O'Neill J., Winckler M. (eds) Human-Computer Interaction - INTERACT 2017. INTERACT 2017. Lecture Notes in Computer Science, vol 10514. Springer. 202 - 223

We plan to gather more data to support and refine the integration design model seeking to incorporate trust and shared values.


Questions

Rob Keefer, PhD [email protected] @rbkeefer


Usability Testing ResultsStudy Focus N SUS Score 1-10 Rating

Current System 10 44.5 -

Dashboard 6 69 -

Homepage 6 72 -

Multitasking 6 88 8.6

Progress Notes 5 89 9.4

Header Info 6 84 9.2

Last Known Sight 6 91 8.4

Assessments 7 - 9.3

Med. Review 6 95 9.4

Alerts 4 - 10

Mean 5.7 84 91.9

Technostress in Healthcare

Technology

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