A qualitative analysis of remote patient monitoring: How a paradox mindset can support balancing emotional tensions in the design of healthcare technologies
Journal
Proceedings of the ACM on Human-Computer Interaction
ISSN-Digital
2573-0142
Type
journal article
Date Issued
2025-05-22
Author(s)
Abstract
Remote patient monitoring (RPM) is the use of digital technologies to improve patient care at a distance. However, current RPM solutions are often biased toward tech-savvy patients. To foster health equity, researchers have studied how to address the socio-economic and cognitive needs of diverse patient groups, but their emotional needs have remained largely neglected. We perform the first qualitative study to explore the emotional needs of diverse patients around RPM. Specifically, we conduct a thematic analysis of 18 interviews and 4 focus groups at a large US healthcare organization. We identify emotional needs that lead to four emotional tensions within and across stakeholder groups when applying an equity focus to the design and implementation of RPM technologies. The four emotional tensions are making diverse patients feel: (i) heard vs. exploited; (ii) seen vs. deprioritized for efficiency; (iii) empowered vs. anxious; and (iv) cared for vs. detached from care. To manage these emotional tensions across stakeholders, we develop design recommendations informed by a paradox mindset (i.e., "both-and" rather than "and-or" strategies).
Funding(s)
Swiss National Science Foundation (Grant number: P500PS_202955 and P5R5PS_217714)
National Science Foundation (Grant number: 1928614 and 2129076)
Keywords
ealth equity
diverse patients
emotional tensions
remote patient monitoring
qualitative study
collaborative design
HSG Classification
contribution to scientific community
Refereed
Yes
Volume
9
Number
2
Start page
CSCW024
Event Title
4th Healthcare & Technology Research Jam Algorithmic Organizing in Healthcare
Event Location
The University of Edinburgh Business School & the Usher Institute
Event Date
22.05.2025
Subject(s)
File(s)![Thumbnail Image]()
open.access
Name
3710922.pdf
Type
Main Article
Size
958.27 KB
Format
Adobe PDF
Checksum (MD5)
fb9b34f06b5435475457ae08d67b5012