Exploring Video Conferencing for Doctor Appointments in the Home: A Scenario-Based Approach from Patients' Perspectives

Abstract

We are beginning to see changes to health care systems where patients are now able to visit their doctor using video conferencing appointments. Yet we know little of how such systems should be designed to meet patients’ needs. We used a scenario-based design method with video prototyping and conducted patient-centered contextual interviews with people to learn about their reactions to futuristic video-based appointments. Results show that video-based appointments differ from face-toface consultations in terms of accessibility, relationship building, camera work, and privacy issues. These results illustrate design challenges for video calling systems that can support video-based appointments between doctors and patients with an emphasis on providing adequate camera control, support for showing empathy, and mitigating privacy concerns.