Les conséquences inattendues de l'utilisation de la télésanté et l'implication des citoyens-patients dans le développement des services au Québec

Authors: Alami, Hassane
Advisor: Gagnon, Marie-PierreFortin, Jean-Paul
Abstract: The introduction of telehealth in the delivery of healthcare and services involves significant, attended or unintended, changes and transformations of various kinds and at different levels: socio-political, economic, organizational, clinical, professional, cultural, human, legal, ethical and technological. The sensitivity of certain issues associated with telehealth points to the gap between a historical vision, known as a technicist (or solutionist), and the actual expectations, needs and contexts of users with respect to its real usefulness and added value for them. It should indeed be noted that in the history of the evolution of telehealth, especially in Quebec, citizen-patients were the major absentees in decisions relating to the development of the services, whereas their involvement could constitute an important lever to inform decisions. In addition, there is a significant lack of research that has addressing the multidimensional and systemic, attended or unintended, negative or positive, consequences of telehealth on individuals and groups (e.g., patients, communities, and professionals), organizations, and health systems. This thesis, composed of two complementary components, aims to: 1) identify the multidimensional and multilevel unintended consequences of ten innovative and large scale telehealth projects that have been implemented in Quebec; and 2) explore the possibility of involving citizen-patients in decisions concerning the development of telehealth services in the cross-perspective of the different stakeholders concerned in Quebec. We used a predominantly qualitative approach. For the first part, the study of the unintended consequences of telehealth, we conducted a secondary analysis of the evaluation data of 10 innovative and structuring projects having been implemented in Quebec, over a 22-year period. The data were the subject of a thematic qualitative analysis based on the model of the unintended consequences of health information technologies (adapted from Bloomrosen et al., 2011). For the second part, the study of citizenpatient involvement in the development of telehealth services in Quebec, semi-structured interviews were conducted with 29 key informants. A thematic qualitative analysis of the data was carried out based on an integrative conceptual framework derived from the diffusion of innovation theories (adapted from Greenhalgh et al., 2004). The first part found that telehealth requires many adjustments, changes and negotiations, which are often underestimated in the planning stages of telehealth projects. In addition, telehealth could be the source of many unintended consequences, sometimes harmful, that affect individuals and groups, health organizations, and the health system as a whole. The second part helped show that citizen-patient involvement in the development of telehealth services is more of a theoretical idea than a real practice in Quebec's organizations and health system, which places it still at the stage of innovation for many shareholders. It remains that despite the many uncertainties and questions that accompany it, this perspective is seen as potentially informing decision-making and helping to implement harmonious and socially responsible telehealth services, this while driving innovation in organizations and the health system. In addition, the results showed that citizen-patient involvement in decision-making is highly dependent on many interrelated organizational and systemic conditions. The gap between research on the issue and decision-making has also emerged, pointing out the need for sustained knowledge transfer for a better translation of knowledge into action.
Document Type: Thèse de doctorat
Issue Date: 2019
Open Access Date: 11 March 2019
Permalink: http://hdl.handle.net/20.500.11794/33993
Grantor: Université Laval
Collection:Thèses et mémoires

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