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Table 3 Identified demand and capacity management strategies in the telecare service

From: Impact of distance monitoring service in managing healthcare demand: a case study through the lens of cocreation

Novel roles in the telecare service triad

Potential demand and capacity management strategies

Implications for the telecare service

Patients as proactive suppliers

Increasing clients’ participation

Current status: Add complexity to telecare services since the quality of patients’ contributions cannot be forecasted and controlled

Potential: If the patients are adequately skilled and comply with care plans, the demand for GPs and specialized care would be reduced. Such patients would become more active in the care cocreation process. Consequently, they would have a better understanding of and greater control over their health status

GPs as patient selectors

Rechanneling demand

Current status: To ensure meaningful contributions by patients in the care cocreation process, selecting patients with the right skills and adequate willingness is essential. Otherwise, patients could end up using resources in both telecare and traditional care channels, with the possibility of increased resource utilization

Potential: A structured guideline based on empirical evidence of clinical efficacy could ensure that the patients chosen for telecare are able to exploit the services provided by nurses and thus will require fewer GP and hospital visits

Client segmentation

Current status: Individual GPs have their own way of selecting patients for the telecare service, which does not ensure effective use of telecare

Potential: Can be a useful mechanism for: (1) categorizing the patients for telecare and traditional services based on a standardized guideline; (2) choosing the right patients for telecare so that they have a reduced need for traditional care

Nurses as technical coordinators, data workers, and empathetic listeners

Multiskilled and flexible workforce

Current status: In addition to tending to patients, nurses also become more active in the cocreation process in telecare. Multiple roles played by nurses render telecare responsive and easily accessible. However, the need for new competencies related to technology and distant care is not recognized; thus, adequate training is lacking, which can lead to reduced quality of care

Potential: Nurses’ roles are essential in rendering the treatment and support of telecare effective. However, (1) formalization and systematic evaluation of the competencies needed and (2) corresponding training are essential to make these roles, and thereby the telecare service, effective