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
Re-consider : The integration of online dispute resolution and decision support systems
- Authors: Muecke, Nial , Stranieri, Andrew , Miller, Charlynn
- Date: 2008
- Type: Text , Conference paper
- Relation: Paper presented at 5th International Workshop on Online Dispute Resolution, in conjunction with the 21st International Conference on Legal Knowledge and Information Systems (JURIX 2008), Firenze, Italy : 13th December 2008
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- Description: Current approaches for the design of Online Dispute Resolution (ODR) systems involve the replication of Alternative Dispute Resolution practices such as mediation and negotiation. Though such systems have been found to be popular, there are concerns that these systems fail to take into account judicial practices. In this paper a system that supports disputants' decisions making when engaged in an online dispute is advanced. The system, Re-Consider, is an Australia Family Law ODR system, that is based on judicial reasoning modelled with Bayesian belief networks and provides disputants with decision support in the dispute. It is believed that this approach provides disputants with an online resolution process that will help them to reach outcomes that take judicial practices into account and presents a step toward more deliberative form of online dispute resolution.
- Description: 2003006782
Scalable continuous query architecture for eCommerce and legal disputes
- Authors: Saeed, Ather , Stranieri, Andrew , Dazeley, Richard , Ma, Liping
- Date: 2008
- Type: Text , Journal article
- Relation: Communications of SIWN Vol. 3, no. (2008), p. 1-6
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- Description: Continuous Queries (CQ) are persistent, content sensitive and time dependent. Once the CQ is installed it will continuously poll the data sources and monitor updates of interest. This paper discusses major problems and issues with the existing CQ techniques for monitoring updates of interest on the web. A new Continuous Query based architecture is proposed to deal with the context sensitive problems of negotiation, mediation and arbitration to resolve Ecommerce and legal disputes. A business process model is given to automate mediation and arbitration processes in ODR (Online dispute resolution) to resolve disputes efficiently and in a timely manner. In the proposed CQ-Mediator architecture partial page update and web services are integrated for efficient monitoring and notification of updates to the disputants, mediators and arbitrators. Performance results of the proposed architecture and business process model for CQ-based ODR is also discussed in the experiment section.
- Description: 2003006852