The effects of hands-free communication device systems: communication changes in hospital organizations.
OBJECTIVE
To analyze the effects that hands-free communication device (HCD) systems have on healthcare organizations from multiple user perspectives.


METHODS
This exploratory qualitative study recruited 26 subjects from multiple departments in two research sites located in Portland, Oregon: an academic medical center and a community hospital. Interview and observation data were gathered January through March, 2007.


METHODS
Data were analyzed using a grounded theory approach. Because this study was exploratory, data were coded and patterns identified until overall themes 'emerged'.


RESULTS
Five themes arose: (1) Communication access-the perception that HCD systems provide fast and efficient communication that supports workflow; (2) Control-social and technical considerations associated with use of an HCD system; (3) Training-processes that should be used to improve use of the HCD system; (4) Organizational change-changes to organizational design and behavior caused by HCD system implementation; and (5) Environment and infrastructure-HCD system use within the context of physical workspaces.


CONCLUSIONS
HCD systems improve communication access but users experience challenges integrating the system into workflow. Effective HCD use depends on how well organizations train users, adapt to changes brought about by HCD systems, and integrate HCD systems into physical surroundings.
Richardson
Joshua E
JE
Oregon Health & Science University, Portland, Oregon 97239, USA. richajos@ohsu.edu
Ash
Joan S
JS
D000046:Academic Medical Centers; D003258:Consumer Behavior; D004867:Equipment Design; D005160:Facility Design and Construction; D006747:Hospital Communication Systems; D006764:Hospitals, Community; D007318:Inservice Training; D008122:Local Area Networks; D009922:Oregon; D009936:Organizational Innovation; D013689:Telephone / Q000295:instrumentation*