Healthcare workers in the eye of the digital turbulence. New forms of cooperation and customer orientation

Healthcare workers in the eye of the digital turbulence. New forms of cooperation and customer orientation is a consortium project between University of Tampere and the Finnish Institute of Occupational Health which explores how digitalisation affects multiprofessional co-operation, ways of building expertise and interaction between professionals and customers in healthcare context.

The project collects three types of data: we interview healthcare professionals and clients, observe changing work practices and video record video-mediated care situations. Materials are analyzed using content analysis, conversation analysis and ethnographic stance.  

New information can be used to develop digital services more customer-oriented and more functional. In addition to academic publications, we will put the research results into practice in cooperation with the organizations involved.

The digitalising work environment changes the how people interact and manage the service processes in health care. At the same time cooperative relations between experts, customer relations and expertise construction will be challenged in a new way. Healthcare workers in the eye of the digital turbulence. New forms of cooperation and customer orientation project provides new insights on these issues which are of key importance to the quality and effectiveness of health care. In particular, the project will examine the social- and healthcare professionals and customers' perceptions of new care and the practices of video-mediated care interaction.

The Finnish Work Environment Fund

Johanna Ruusuvuori

Professor

johanna.ruusuvuori [at] uta.fi

+358 50 318 6151

Sakari Ilomäki

Doctoral researcher

sakari.ilomaki [at] uta.fi