Understanding the re-creation of communication routines in healthcare: The implementation of a communication module regarding patient information in Radboud University Medical Centre

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Purpose: The purpose of this research is to investigate how the implementation of a communication module for patient-related information can affect current patient-related communication routines of staff in the Radiology and Nuclear Medicine Department at Radboud University Medical Centre. More broadly, this research aims to create a deeper understanding on the effects that implementation of ICT has on communication routines regarding the patient information of staff. Design and methodology: In this thesis, a deeper understanding has been attempted by conducting a single case study research. The data of this case study research was collected by interviews with specialists, residents, administrative staff, and management from the Radiology and Nuclear Medicine Department. The data from these interviews was analysed by applying template analysis. Findings: The results of this research indicate the emergence a new routine regarding the communication of patient information. Within the transition period in which staff were switching to work with a new ICT, the creation of multiple ostensive and performative aspects arose. The history of the ostensive and performative aspects of the routine of patient-information communication at the department, together with the newly created ostensive and performative aspects are elements that make the communication of patient information complex. In the transition period to the new ICT module for communicating patient information, an artefact from the old communication routine was used. The degree of complexity that arose during the transition period could have contributed to the situation where an increased hazard of faults was occurring. Practical implications: This research has several practical recommendations. One of the practical recommendations came from the staff: namely, that it was necessary that the ostensive aspects regarding communication of patient information was articulated in a clearer manner.
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