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Boundary Negotiation for Patient-Provider Communication via WeChat in China

Authors:

Yiwen XuAuthors Info & Claims

Proceedings of the ACM on Human-Computer Interaction, Volume 3, Issue CSCW

Article No.: 157, Pages 1 - 24

https://doi.org/10.1145/3359259

Published: 07 November 2019 Publication History

Abstract

Patient-Provider Communication (PPC) is crucial to the quality and outcome of healthcare practices. With the development of Information and Communication Technologies (ICTs), ICT mediated PPC has become increasingly commonplace, and has been extensively studied. However, prior research has primarily focused on the institutional use of ICTs for PPC, with institutional support and regulation, while the personal use of ICTs for this purpose has been mostly under-explored. This paper presents a qualitative study of the use of WeChat, a general mobile social application, that has been personally appropriated for PPC in China. Sixteen patients and seven physicians, who had experience using WeChat for PPC, were recruited and interviewed to gain an understanding from both perspectives on how WeChat was utilized for the communication purposes between them. We found that the use of WeChat helped to strengthen the relationship between patients and providers, and provided a psychological reassurance that the structure of the current Chinese health system doesn't provide. Most importantly, we found that the use of WeChat was dependent on the negotiation and management of boundaries that address various concerns associated with the use of ICTs for PPC, such as workload and safety. In this paper, we will highlight the boundary negotiation practices and discuss implications based on the findings.

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Cited By

Popper-Giveon AKeshet YAdar T(2024)Boundary-work of primary care physicians using telemedicine technologies for communicationHealth: An Interdisciplinary Journal for the Social Study of Health, Illness and Medicine10.1177/13634593241303607Online publication date: 2-Dec-2024
https://doi.org/10.1177/13634593241303607
Wang ZHassan NLeBaron VFlickinger TLing DEdwards JWu CBoukhechba MBarnes L(2024)CommSense: A Wearable Sensing Computational Framework for Evaluating Patient-Clinician InteractionsProceedings of the ACM on Human-Computer Interaction10.1145/36869528:CSCW2(1-31)Online publication date: 8-Nov-2024
https://dl.acm.org/doi/10.1145/3686952
Staehelin DDolata MRosch SFärber ASchwabe G(2024)"Let's embark on a joint health journey" - How Boundary Negotiating Artifacts Influence Patients' Psychological Ownership in Chronic CareProceedings of the ACM on Human-Computer Interaction10.1145/36869448:CSCW2(1-39)Online publication date: 8-Nov-2024
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Index Terms

Boundary Negotiation for Patient-Provider Communication via WeChat in China
1. Human-centered computing
  1. Collaborative and social computing
    1. Collaborative and social computing design and evaluation methods
      1. Ethnographic studies

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cover image Proceedings of the ACM on Human-Computer Interaction

Proceedings of the ACM on Human-Computer Interaction Volume 3, Issue CSCW

November 2019

5026 pages

EISSN:2573-0142

DOI:10.1145/3371885

Editors:
Airi Lampinen
Stockholm University, Sweden
,
Darren Gergle
Northwestern University, USA
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David A. Shamma
FXPAL, USA

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Published: 07 November 2019

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https://doi.org/10.1177/13634593241303607
Wang ZHassan NLeBaron VFlickinger TLing DEdwards JWu CBoukhechba MBarnes L(2024)CommSense: A Wearable Sensing Computational Framework for Evaluating Patient-Clinician InteractionsProceedings of the ACM on Human-Computer Interaction10.1145/36869528:CSCW2(1-31)Online publication date: 8-Nov-2024
https://dl.acm.org/doi/10.1145/3686952
Staehelin DDolata MRosch SFärber ASchwabe G(2024)"Let's embark on a joint health journey" - How Boundary Negotiating Artifacts Influence Patients' Psychological Ownership in Chronic CareProceedings of the ACM on Human-Computer Interaction10.1145/36869448:CSCW2(1-39)Online publication date: 8-Nov-2024
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