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Efficiency paradox: Introducing secure messaging in outpatient care

Year: 2024

Type: article

Abstract: This study explores the uptake of secure messaging technology and the influence it has on the work of three interconnected occupational roles. It was executed in an outpatient clinic, where the administrative staff adopted the new secure messaging tool, expecting it to improve efficiency. The study found that the efficiency-enhancing tool over time introduced new inefficiencies into the work of administrative assistants, nurses, and physicians, and this phenomenon is noted as the efficiency paradox , which is examined and explained throughout the study. This research contributes to health information technology and role reconfiguration literature by highlighting the crucial role of emotions in this emergent and relational process and discussing the implications of that in the context of patient-provider communication. • The introduction of secure messaging leads to an efficiency paradox. • All occupational roles spend more time on patient communication than before. • Emotions trigger role reconfiguration effects—stimulating, stalling, subverting. • Occupational roles reconfigure over time, each different in patient communication.

Source: Social Science & Medicine

DOI: 10.1016/j.socscimed.2024.117578

Author: Maura Soekijad

Institution: Vrije Universiteit Amsterdam

Language: English

Topic: Electronic Health Records Systems

Subfield: Health Information Management

Field: Health Professions

Domain: Health Sciences

SDG: Good health and well-being

Open Access status: hybrid

Estimated APC paid: $3,390