Table 2 Changes in the care delivery process in telecare service
Actors | Activities | Interactions | Identified novel roles |
|---|---|---|---|
Patient | Uses the equipment and app to measure and record health data Answers questions in the app Reviews the results of health assessment using the app | Meets the coordinating nurse to learn how to use the app and equipment Sends messages to nurses via the app Talks to nurses via telephone | Proactive supplier |
General physician | Identifies and recruits suitable patients for telecare Makes first contact between the coordinating nurse and patient Develops treatment plans for individual patients | Has face-to-face interactions with patients and coordinating nurses during the recruitment process Is contacted by monitoring nurses via e-message | Patient selector |
Municipality nurse | Coordinates the recruitment process and the patient training Tracks patients not conforming to the telecare treatment Resolves technical issues Monitors data coming from the patients in real time Interprets data to make treatment decisions based on the individual treatment plan | Calls the patients to make changes in treatment and pacify him or her Sends e-messages to GPs, either to provide information or to receive further information about particular patients Ensures that treatment plans are standard documents of communication between nurses and GPs | Technical coordinator Data worker empathetic listener |