Online dispute resolution in mediating EHR disputes : a case study on the impact of emotional intelligence
- Authors: Bellucci, Emilia , Venkatraman, Sitalakshmi , Stranieri, Andrew
- Date: 2020
- Type: Text , Journal article
- Relation: Behaviour and Information Technology Vol. 39, no. 10 (2020), p. 1124-1139
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- Description: An Electronic Health Record (EHR) is an individual’s record of all health events that enables critical information to be documented and shared electronically amongst health care providers and patients. The introduction of an EHR, particularly a patient-accessible EHR, can be expected to lead to an escalation of enquiries, complaints and ultimately, disputes. Prevailing opinion is that Online Dispute Resolution (ODR) systems can help with the mediation of certain types of disputes electronically, particularly systems which deploy Artificial Intelligence (AI) to reduce the need for a human mediator. However, disputes regarding health tend to invoke emotional responses from patients that may conceivably impact ODR efficacy. This raises an interesting question on the influence of emotional intelligence (EI) in the process of mediation. Using a phenomenological research methodology simulating doctor–patient disputes mediated with an AI Smart ODR system in place of a human mediator, we found an association between EI and the propensity for a participant to change their previously asserted claims. Our results indicate participants with lower EI tend to prolong resolution compared to those with higher EI. Future research include trialling larger scale ODR systems for specific cohorts of patients in the area of health related dispute resolution are advanced. © 2019 Informa UK Limited, trading as Taylor & Francis Group.
Towards smart online dispute resolution for medical disputes
- Authors: Bellucci, Emilia , Stranieri, Andrew , Venkatraman, Sitalakshmi
- Date: 2020
- Type: Text , Conference proceedings , Conference paper
- Relation: Proceedings of the Australasian Computer Science Week Multiconference (ACSW 2020); Melbourne, Australia; 3rd-7th February 2020. p. 1-5
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- Description: With the advancements in technologies, digitization of health records in the healthcare industry is undertaking a rapid revolution. This is further fueled with the entrance of Internet of Things (IoT), where mobile health devices have resulted in an explosion of health data and increased accessibility via wireless communications and sensor networks. With the introduction of an Electronic Health Record (EHR) system as an important venture for the general health and wellbeing of a country's citizens, privacy issues and medical disputes are expected to rise. In addition to critical health information being documented and shared electronically, integrating data from diverse smart medical IoT devices are leading towards increasingly more complex disputes that require immense time and effort to resolve. Online dispute resolution (ODR) programs have been successfully applied to cost-effectively help disputants resolve commercial, insurance and other legal disputes, but as yet have not been applied to healthcare. This paper takes a modest step in this direction, firstly to identify the drivers of medical disputes that include patient empowerment and technology advancements and trends. Secondly, we explore dispute resolution models and identify the status and limitations of current ODR systems.
- Description: This work was funded by the University of Ballarat Deakin University Collaborative Fund. 160134
The role of emotional intelligence on the resolution of disputes involving the electronic health record
- Authors: Bellucci, Emilia , Venkatraman, Sitalakshmi , Muecke, Nial , Stranieri, Andrew
- Date: 2012
- Type: Text , Conference paper
- Relation: Fifth Australasian workshop on health informatics and knowledge management p. 3-12
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