HCI and Swedish Medical Center
I had to go to the doctor recently. So the patient sits opposite to the doctor, maybe a little to the right, and the doctor’s in front of a computer, and is keying in things into the hospital management software. The doctor has her back to the door. What I noticed this time was, there’s a mirror at the back of the door. So the patient, from where she sits, can actually see the doctor’s computer monitor.
A bulb of recognition went off.
A long time ago, I’d attended a talk at UCI’s HCI seminar series. I think it was Dr. Yunan Chen’s practice talk for her presentation at CHI. Her research is mainly about device use in the medical field. This particular talk was about an ethnographic study of patients’ perceptions of doctors’ device use.
One thing that the patients had an issue with was doctors typing into a computer as the patients spoke. They wondered what the doctor was typing, whether the doctor actually was listening, and if the doctor was doing something like checking mail or Facebook. And that led to a lot of lack of confidence.
Looks like Swedish has taken into account that research. A mirror at the back of the door is a simple solution. You can be sure the doctor isn’t on Facebook, even if you can’t read what they’re typing through the mirror. And doctors also take time to show you what they’ve written and inform you they’ll be printing it out for you anyway, and that you can have online access to this information as well.
Pretty good, huh, to see something go from research to implementation 🙂