The continuing need to investigate the nature and content of teleconsultation communication using interaction analysis techniques

Abstract

The lack of systematically collected and analysed data about the effect of telemedicine on patient-provider communication is a frequently cited barrier for why video communication has yet to reach its full potential. Existing research provides little information about the subtle and detailed changes in communication that take place over video. Comprehensive investigations of actual medical encounter behaviour are therefore required, including verbal content analysis, which uses interaction analysis systems (IAS) to describe and categorize the communication that has taken place. Ten IAS studies were identified in the literature. Although it is difficult to generalize due to differences in methodology and context, some tentative conclusions can be drawn. First, on-site providers tend to be substantially less active than off-site providers, suggesting that the former typically serve as facilitators and observers, rather than active participants. Second, just as in the conventional face-to-face setting, providers' utterances tend to predominate in telemedicine. Third, conventional patterns of more task-focused than socio-emotional utterances tend to persist in telemedicine. However, some studies found telemedicine to be more patient-centred than conventional medicine, and others found it less so. We do not yet have a full understanding of the subtractive and enhancing effects of telemedicine on provider-patient relations and outcomes.