Value Tensions in Telecare: An Explorative Case Study

Abstract

We describe the results from a Norwegian case study of the attitudes of community-dwelling lung patients and health response center personnel toward a telecare service for such a patient group. The telecare service was intended to prevent exasperations in patients and employed a digital self-report application for remote monitoring of patients’ health condition. Based on interviews conducted after a service trial of ten weeks, patient and provider-perceived benefits and concerns related to the service are described. Comparing the data from the two stakeholder groups, we highlight key tensions related to patient safety, what it constitutes as a value, and views on how it can be promoted or undermined through telecare. The way potential technology-embedded value biases can fuel patientprovider tensions are also discussed. Our objective is to inform value-centered design of telecare technology and services by providing an in-depth empirical understanding of relevant value perspectives and tensions.