More Web Proxy on the site http://driver.im/

research-article

Clinical and Non-Clinical Handovers: Designing for Critical Moments

Authors:

Nervo VerdezotoAuthors Info & Claims

CSCW '17: Proceedings of the 2017 ACM Conference on Computer Supported Cooperative Work and Social Computing

Pages 2166 - 2178

https://doi.org/10.1145/2998181.2998333

Published: 25 February 2017 Publication History

Abstract

Recent studies call for attention to the relevant work that non-clinical personnel do, not only to support clinical work, but also to the overall healthcare information infrastructure. Based on a case study of orderlies work in a major university hospital, we further investigate and characterize orderlies work with particular focus on handover situations as these support the collaboration and continuous coverage of hospital work practices. The case study involves interviews with orderlies and clinicians and a pilot study of a task management application. Based on our findings, we describe three different types of handovers (clinical to non-clinical, non-clinical to clinical, and intra non-clinical), and highlight the challenges that arise during the main tasks with handovers situations: patient transport and patient mobilization. We discuss the importance of establishing and sustaining a common ground, supporting the alignment of tasks and negotiations, as well as enhancing the patient contact within and among clinical and non-clinical personnel. We also present a couple of design recommendations to account for these challenges and handover types in the design of handover tools to support orderlies work practices.

References

[1]

Joanna Abraham and Madhu C. Reddy. 2008. Moving Patients Around: A Field Study of Coordination Between Clinical and Non-clinical Staff in Hospitals. In Proceedings of the 2008 ACM Conference on Computer Supported Cooperative Work (CSCW '08). ACM, 225--228.

Digital Library

[2]

Joanna Abraham and Madhu C. Reddy. 2013. Re-coordinating Activities: An Investigation of Articulation Work in Patient Transfers. In Proceedings of the 2013 Conference on Computer Supported Cooperative Work (CSCW '13). ACM, 67--78.

Digital Library

[3]

Carmelo Ardito, Paolo Buono, Maria F. Costabile, Rosa Lanzilotti, and Adalberto L. Simeone. 2009. An Information Visualization Approach to Hospital Shifts Scheduling. Springer Berlin Heidelberg, Berlin, Heidelberg, 439--447.

[4]

Jørgen Bansler, Erling Havn, Troels Mønsted, Kjeld Schmidt, and Jesper Hastrup Svendsen. 2013. Physicians' Progress Notes The Integrative Core of the Medical Record. In ECSCW 2013: Proceedings of the 13th European Conference on Computer Supported Cooperative Work. Springer, 123--142.

[5]

Jakob E. Bardram. 1997. 'I Love the System? I Just Don'T Use It!'. In Proceedings of the International ACM SIGGROUP Conference on Supporting Group Work: The Integration Challenge (GROUP '97). ACM, 251--260.

Digital Library

[6]

Jakob E Bardram and Claus Bossen. 2005. Mobility Work: The Spatial Dimension of Collaboration at a Hospital. Computer Supported Cooperative Work (CSCW) 14, 2 (2005), 131--160.

Digital Library

[7]

Claus Bossen. 2002. The Parameters of Common Information Spaces:: The Heterogeneity of Cooperative Work at a Hospital Ward. In Proceedings of the 2002 ACM Conference on Computer Supported Cooperative Work (CSCW '02). ACM, 176--185.

Digital Library

[8]

Claus Bossen and Martin Foss. 2016. The Collaborative Work of Hospital Porters: Accountability, Visibility and Configurations of Work. In Proceedings of the 19th ACM Conference on Computer-Supported Cooperative Work & Social Computing (CSCW '16). ACM, 965--979.

Digital Library

[9]

Claus Bossen and Lotte Groth Jensen. 2014. How Physicians 'Achieve Overview': A Case-based Study in a Hospital Ward. In Proceedings of the 17th ACM Conference on Computer Supported Cooperative Work & Social Computing (CSCW '14). ACM, NY, NY, USA, 257--268.

Digital Library

[10]

Claus Bossen, Lotte Groth Jensen, and Flemming Witt Udsen. 2013. Boundary-Object Trimming: On the Invisibility of Medical Secretaries' Care of Records in Healthcare Infrastructures. Computer Supported Cooperative Work (CSCW) 23, 1 (2013), 75--110.

Digital Library

[11]

Claus Bossen and Lis W. K. Jensen. 2008. Implications of Shared Interactive Displays for Work at a Surgery Ward: Coordination, Articulation Work and Context-Awareness. In Computer-Based Medical Systems, 2008. CBMS '08. 21st IEEE International Symposium on. 464--469.

Digital Library

[12]

Claus Bossen and Randi Markussen. 2010. Infrastructuring and Ordering Devices in Health Care: Medication Plans and Practices on a Hospital Ward. Computer Supported Cooperative Work (CSCW) 19, 6 (2010), 615--637.

Digital Library

[13]

Monica J. Casper and Marc Berg. 1995. Constructivist Perspectives on Medical Work: Medical Practices and Science and Technology Studies: Introduction. Science, Technology & Human Values 20, 4 (1995), 395--407.

[14]

Yunan Chen. 2011. You've Covered: Designing for In-shift Handoffs in Medical Practice. In Human-Computer Interaction -- INTERACT 2011: 13th IFIP TC 13 International Conference. Springer, 541--558.

Digital Library

[15]

Herbert H. Clark and Deanna Wilkes-Gibbs. 1986. Referring as a collaborative process. Cognition 22, 1 (1986), 1--39.

[16]

Michael D Cohen and P Brian Hilligoss. 2010. The published literature on handoffs in hospitals: deficiencies identified in an extensive review. Quality and Safety in Health Care 19, 6 (2010), 493--497.

[17]

Sebastian Deterding, Dan Dixon, Rilla Khaled, and Lennart Nacke. 2011. From Game Design Elements to Gamefulness: Defining "Gamification". In Proceedings of the 15th International Academic MindTrek Conference: Envisioning Future Media Environments (MindTrek '11). ACM, NY, NY, USA, 9--15.

Digital Library

[18]

Louise Færgemann, Teresa Schilder-Knudsen, and Peter H Carstensen. 2005. The Duality of Articulation Work in Large Heterogeneous Settings -- a Study in Health Care. In ECSCW 2005: Proceedings of the Ninth European Conference on Computer-Supported Cooperative Work. Springer, 163--183.

Digital Library

[19]

Geraldine Fitzpatrick and Gunnar Ellingsen. 2013. A Review of 25 Years of CSCW Research in Healthcare: Contributions, Challenges and Future Agendas. Computer Supported Cooperative Work (CSCW) 22, 4 (2013), 609--665.

Digital Library

[20]

Daniel Flemming and Ursula Hübner. 2013. How to improve change of shift handovers and collaborative grounding and what role does the electronic patient record system play? Results of a systematic literature review. International Journal of Medical Informatics 82, 7 (2013), 580--592.

[21]

Víctor M González, Mónica E Tentori, Elisa B Morán, Jesús Favela, and Ana I Martínez. 2005. Understanding mobile work in a distributed information space: implications for the design of ubicomp technology. In Proceedings of the 2005 Latin American conference on Human-computer interaction. ACM, 52--63.

Digital Library

[22]

Richard HR Harper and John A Hughes. 1991. What a F-ing System?: Send'em All to the Same Place and Then Expect Us to Stop'em Hitting; Making Technology Work in Air Traffic Control. Rank Xerox EuroPARC.

[23]

Morten Hertzum and Jesper Simonsen. 2008. Positive effects of electronic patient records on three clinical activities. International Journal of Medical Informatics 77, 12 (2008), 809--817.

[24]

Timothy Koschmann. 2016. The Trouble with Common Ground. Computer Supported Cooperative Work (CSCW) 25, 4 (2016), 303--311.

Digital Library

[25]

Jenelle Matic, Patricia M Davidson, and Yenna Salamonson. 2011. Review: bringing patient safety to the forefront through structured computerisation during clinical handover. Journal of Clinical Nursing 20, 1--2 (2011), 184--189.

[26]

Jane Mills. 2009. The trajectory of cultivating and growing Australian rural nurses: Findings from a constructivist grounded theory study. Social Theory & Health 7, 1 (2009), 39--54.

[27]

Naja L. Holten Møller and Signe Vikkelsø. 2012. The clinical work of secretaries: Exploring the intersection of administrative and clinical work in the diagnosing process. In From research to practice in the design of cooperative systems: Results and open challenges. Springer, 33--47.

[28]

Glenn Munkvold and Gunnar Ellingsen. 2007. Common Information Spaces along the illness trajectories of chronic patients. Springer London, London, 291--310.

[29]

Alison R. Murphy, Madhu C. Reddy, and Nathan J. McNeese. 2014. Exploring the Perceptions and Use of Electronic Medical Record Systems by Non-clinicians. In Proceedings of the 2014 Conference on Designing Interactive Systems (DIS '14). ACM, 429--432.

Digital Library

[30]

Gary M. Olson and Judith S. Olson. 2000. Distance Matters. Hum.-Comput. Interact. 15, 2 (Sept. 2000), 139--178.

Digital Library

[31]

Sun Young Park, Katie Pine, and Yunan Chen. 2013. Local-universality: Designing EMR to Support Localized Informal Documentation Practices. In Proceedings of the 2013 Conference on Computer Supported Cooperative Work (CSCW '13). ACM, NY, NY, USA, 55--66.

Digital Library

[32]

Emily S. Patterson and David D. Woods. 2001. Shift Changes, Updates, and the On-Call Architecture in Space Shuttle Mission Control. Computer Supported Cooperative Work (CSCW) 10, 3 (2001), 317--346.

Digital Library

[33]

Dave Randall. 2016. What Is Common in Accounts of Common Ground? Computer Supported Cooperative Work (CSCW) 25, 4 (2016), 409--423.

Digital Library

[34]

Rebecca Randell, Stephanie Wilson, Peter Woodward, and Julia Galliers. 2010. Beyond handover: supporting awareness for continuous coverage. Cognition, Technology & Work 12, 4 (2010), 271--283.

Digital Library

[35]

Rebecca Randell, Peter Woodward, Stephanie Wilson, and Julia Galliers. 2008. Public Yet Private: The Status, Durability and Visibility of Handover Sheets. In Computer-Based Medical Systems, 2008. CBMS '08. 21st IEEE International Symposium on. 500--502.

Digital Library

[36]

Madhu Reddy and Paul Dourish. 2002. A Finger on the Pulse: Temporal Rhythms and Information Seeking in Medical Work. In Proceedings of the 2002 ACM Conference on Computer Supported Cooperative Work (CSCW '02). ACM, 344--353.

Digital Library

[37]

Kjeld Schmidt. 2016. Treacherous Ground: On Some Conceptual Pitfalls in CSCW. Computer Supported Cooperative Work (CSCW) 25, 4 (2016), 325--353.

Digital Library

[38]

Kjeld Schmidt and Carla Simonee. 1996. Coordination mechanisms: Towards a conceptual foundation of CSCW systems design. Computer Supported Cooperative Work (CSCW) 5, 2 (1996), 155--200.

Digital Library

[39]

Alfred Schutz. 1972. Common-Sense and Scientific Interpretation of Human Action. Springer Netherlands, Dordrecht, 3--47.

[40]

Nikhil Sharma. 2008. Sensemaking handoff: When and how? Proceedings of the American Society for Information Science and Technology 45, 1 (2008), 1--12.

[41]

Nikhil Sharma, Michael Cohen, Brian Hilligoss, and Emily Patterson. 2010. Handoffs & Handovers: Collaborating in Turns. In CSCW 2010 Workshop, Savannah, Atlanta.

[42]

Allan Stisen, Andreas Mathisen, Søren K. Sørensen, Henrik Blunck, Mikkel B. Kjærgaard, and Thor S. Prentow. 2016a. Task phase recognition for highly mobile workers in large building complexes. In 2016 IEEE International Conference on Pervasive Computing and Communications (PerCom). IEEE, 1-9.

[43]

Allan Stisen, Nervo Verdezoto, Henrik Blunck, Mikkel Baun Kjærgaard, and Kaj Grønbæk. 2016b. Accounting for the Invisible Work of Hospital Orderlies: Designing for Local and Global Coordination. In Proceedings of the 19th ACM Conference on Computer-Supported Cooperative Work & Social Computing (CSCW '16). ACM, 980--992.

Digital Library

[44]

Anselm L. Strauss, Shizuko Y. Fagerhaugh, Barbara Suczek, and Carolyn Wiener. 1997. Social organization of medical work. Transaction Publishers.

[45]

Charlotte Tang, Sheelagh Carpendale, and Stacey Scott. 2010. InfoFlow Framework for Evaluating Information Flow and New Health Care Technologies. International Journal of Human-Computer Interaction 26, 5 (2010), 477--505.

[46]

Charlotte Tang, Yunan Chen, and Soyoung Lee. 2015. Non-clinical work counts: facilitating patient outflow in an emergency department. Behaviour & Information Technology 34, 6 (2015), 585--597.

Digital Library

[47]

Signe Vikkelsø. 2005. Subtle redistribution of work, attention and risks: Electronic patient records and organisational consequences. Scandinavian Journal of Information Systems 17, 1 (2005), 10.

[48]

Eviatar Zerubavel. 1979. Patterns of Time in Hospital Life. A Sociological Perspective. University of Chicago Press.

Cited By

Draeger LFleischmann-Struzek CBleidorn JKannengiesser LSchmidt KApfelbacher CMatthaeus-Kraemer C(2025)Healthcare Professionals’ Perspectives on Sepsis Care Pathways—Qualitative Pilot Expert InterviewsJournal of Clinical Medicine10.3390/jcm1402061914:2(619)Online publication date: 18-Jan-2025
https://doi.org/10.3390/jcm14020619
Ankrah EMarathe MBhattacharya ARitt-Olson AMilam JTorno LHayes G(2023)Plan For Tomorrow: The Experience of Adolescent and Young Adult Childhood Cancer Survivors as they Transition to Adult CareProceedings of the ACM on Human-Computer Interaction10.1145/36102017:CSCW2(1-27)Online publication date: 4-Oct-2023
https://dl.acm.org/doi/10.1145/3610201
Verdezoto NBagalkot NAkbar SSharma SMackintosh NHarrington DGriffiths P(2021)The Invisible Work of Maintenance in Community HealthProceedings of the ACM on Human-Computer Interaction10.1145/34491655:CSCW1(1-31)Online publication date: 22-Apr-2021
https://dl.acm.org/doi/10.1145/3449165
Show More Cited By

Index Terms

Clinical and Non-Clinical Handovers: Designing for Critical Moments
1. Human-centered computing

Recommendations

Bridging clinical and non-clinical health practices: opportunities and challenges
CHI EA '12: CHI '12 Extended Abstracts on Human Factors in Computing Systems

There has been a growing interest in the HCI community to study Health, with particular focus in understanding healthcare practices and designing technologies to support and to enhance these practices. A majority of current health studies in HCI have ...
Analysis and evaluation of mobile IPv6 handovers over wireless LAN
Mobile networking through IP

In this paper, we analyze the IPv6 handover over wireless LANs. Mobile IPv6 is designed to manage mobile nodes movements between wireless IPv6 networks. Nevertheless, a mobile node cannot receive IP packets on its new point of attachment until the ...
Challenges When Engaging Diabetic Patients and Their Clinicians in Using E-Health Technologies to Improve Clinical Outcomes
Proceedings of the 8th International Conference on Universal Access in Human-Computer Interaction. Aging and Assistive Environments - Volume 8515

Diabetes mellitus DM is a chronic disease affecting more than 285 people worldwide and the fourth leading cause of death. Increasing evidence suggests that many DM patients have poor adherence with prescribed medication therapies, impacting clinical ...

Comments

Please enable JavaScript to view thecomments powered by Disqus.

Information & Contributors

Information

Published In

cover image ACM Conferences

CSCW '17: Proceedings of the 2017 ACM Conference on Computer Supported Cooperative Work and Social Computing

February 2017

2556 pages

ISBN:9781450343350

DOI:10.1145/2998181

General Chairs:
Charlotte P. Lee
University of Washington
,
Steve Poltrock
Retired
,
Program Chairs:
Louise Barkhuus
Stockholm University and Cornell Tech
,
Marcos Borges
Universidade Federal do Rio de Janeiro
,
Wendy Kellogg
IBM T.J. Watson Research Center

Copyright © 2017 ACM.

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than the author(s) must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected].

Sponsors

SIGCHI: ACM Special Interest Group on Computer-Human Interaction

Publisher

Association for Computing Machinery

New York, NY, United States

Publication History

Published: 25 February 2017

Permissions

Request permissions for this article.

Request Permissions

Check for updates

Author Tags

Qualifiers

Research-article

Funding Sources

Højteknologifonden

Conference

CSCW '17

Sponsor:

SIGCHI

CSCW '17: Computer Supported Cooperative Work and Social Computing

February 25 - March 1, 2017

Oregon, Portland, USA

Acceptance Rates

CSCW '17 Paper Acceptance Rate 183 of 530 submissions, 35%;

Overall Acceptance Rate 2,235 of 8,521 submissions, 26%

Upcoming Conference

CSCW '25

Sponsor:
sigchi

Computer-Supported Cooperative Work and Social Computing

October 18 - 22, 2025

Bergen , Norway

Contributors

Other Metrics

View Article Metrics

Bibliometrics & Citations

Bibliometrics

Article Metrics

4
Total Citations
View Citations
289
Total Downloads

Downloads (Last 12 months)42
Downloads (Last 6 weeks)4

Reflects downloads up to 02 Mar 2025

Other Metrics

View Author Metrics

Citations

Cited By

Draeger LFleischmann-Struzek CBleidorn JKannengiesser LSchmidt KApfelbacher CMatthaeus-Kraemer C(2025)Healthcare Professionals’ Perspectives on Sepsis Care Pathways—Qualitative Pilot Expert InterviewsJournal of Clinical Medicine10.3390/jcm1402061914:2(619)Online publication date: 18-Jan-2025
https://doi.org/10.3390/jcm14020619
Ankrah EMarathe MBhattacharya ARitt-Olson AMilam JTorno LHayes G(2023)Plan For Tomorrow: The Experience of Adolescent and Young Adult Childhood Cancer Survivors as they Transition to Adult CareProceedings of the ACM on Human-Computer Interaction10.1145/36102017:CSCW2(1-27)Online publication date: 4-Oct-2023
https://dl.acm.org/doi/10.1145/3610201
Verdezoto NBagalkot NAkbar SSharma SMackintosh NHarrington DGriffiths P(2021)The Invisible Work of Maintenance in Community HealthProceedings of the ACM on Human-Computer Interaction10.1145/34491655:CSCW1(1-31)Online publication date: 22-Apr-2021
https://dl.acm.org/doi/10.1145/3449165
Easley WHamidi FLutters WHurst A(2018)Shifting ExpectationsProceedings of the ACM on Human-Computer Interaction10.1145/32743162:CSCW(1-23)Online publication date: 1-Nov-2018
https://dl.acm.org/doi/10.1145/3274316

View Options

Login options

Check if you have access through your login credentials or your institution to get full access on this article.

Full Access

Get this Publication

View options

PDF

View or Download as a PDF file.

eReader

View online with eReader.

Figures

Tables

Media

View Table of Conten