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Navigating the Healthcare Service "Black Box": Individual Competence and Fragmented System

Authors:

Kathleen H. PineAuthors Info & Claims

Proceedings of the ACM on Human-Computer Interaction, Volume 2, Issue CSCW

Article No.: 61, Pages 1 - 26

https://doi.org/10.1145/3274330

Published: 01 November 2018 Publication History

Abstract

CSCW research has investigated how people at workplace and organizational settings gain knowledge required for work, but less is known regarding how "organizational outsiders" obtain knowledge about organizations and organizational landscapes that provide a service. Gaining knowledge about service landscapes is particularly difficult because they are often complex, non-transparent, and fragmented. We address this gap through an interview study of 19 U.S. parents regarding how they navigated health services for their young children, and how they gained competence in navigation practices. We describe a similar process all participants went through including four inherently iterative stages: seeking and integrating knowledge, decision-making, encountering breakdowns, and repairing and reflecting. We further elucidate what constitutes navigational competence, or the creation of resources about how to navigate, for our participants. We discuss how our study could advance understanding of navigation practices, and the importance for HCI design to support these complex yet essential navigation practices and the accumulation of navigational competence.

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Cited By

Muir DMcLarty LDrinkwater JBennett CBirks YBroadway-Parkinson ACooksey VGleeson PHolland CLedger LLowe DMcGoverin ANixon JPerry TSandoz HRawson BRawson YStubbs NWalker KWhitaker HColeman S(2024)Pressure ulcer prevention for people with long-term neurological conditions (LTNCs) who self-manage care and live at homeJournal of Tissue Viability10.1016/j.jtv.2024.08.007Online publication date: Sep-2024
https://doi.org/10.1016/j.jtv.2024.08.007
Lyu YZhang HCarroll J(2023)Reconnecting An International Travel Network: The Personal Infrastructuring Work of International Travelers in A Multi-facet CrisisProceedings of the Eleventh International Symposium of Chinese CHI10.1145/3629606.3629655(468-482)Online publication date: 13-Nov-2023
https://dl.acm.org/doi/10.1145/3629606.3629655
Bhat KHall AKuo TKumar N(2023)"We are half-doctors": Family Caregivers as Boundary Actors in Chronic Disease ManagementProceedings of the ACM on Human-Computer Interaction10.1145/35795457:CSCW1(1-29)Online publication date: 16-Apr-2023
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Index Terms

Navigating the Healthcare Service "Black Box": Individual Competence and Fragmented System
1. Human-centered computing
  1. Collaborative and social computing
  2. Human computer interaction (HCI)

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cover image Proceedings of the ACM on Human-Computer Interaction

Proceedings of the ACM on Human-Computer Interaction Volume 2, Issue CSCW

November 2018

4104 pages

EISSN:2573-0142

DOI:10.1145/3290265

Editors:
Karrie Karahalios
University of Illinois & Adobe
,
Andrés Monroy-Hernández
Snap Inc.
,
Airi Lampinen
Stockholm University
,
Geraldine Fitzpatrick
Vienna University of Technology

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Published: 01 November 2018

Published in PACMHCI Volume 2, Issue CSCW

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https://doi.org/10.1016/j.jtv.2024.08.007
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https://dl.acm.org/doi/10.1145/3629606.3629655
Bhat KHall AKuo TKumar N(2023)"We are half-doctors": Family Caregivers as Boundary Actors in Chronic Disease ManagementProceedings of the ACM on Human-Computer Interaction10.1145/35795457:CSCW1(1-29)Online publication date: 16-Apr-2023
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