Macroergonomics of Patient Work
Engaging Patients in Improving Sociotechnical Context of Their Work
Pascale Carayon (University of Wisconsin-Madison)
Armaĝan Albayrak (TU Delft - Human Factors)
Richard Hendrik Goossens (TU Delft - Human-Centered Design, TU Delft - Human Factors)
Peter Hoonakker (University of Wisconsin-Madison)
Bat-Zion Hose (University of Wisconsin-Madison)
Michelle Kelly (University of Wisconsin School of Medicine and Public Health)
M. Melles (TU Delft - Human Factors)
Megan Salwei (University of Wisconsin-Madison)
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Abstract
The macroergonomics perspective on patient work emphasizes that work performed by patients and their informal caregivers is performed in a work system that has multiple elements (people, tasks, technologies, and physical, social and organizational environment). Patient work is done at multiple system levels of direct care level, organizational level and policy level. Various macroergonomic models of patient work have been developed that can be used to describe and
evaluate the broad sociotechnical system in which patient work occurs. These models can be used to improve the design and implementation of sociotechnical interventions such as patient portal and decision support technologies. Because patient work occurs over time and space, we recommend the approach of mapping the patient journey, which can be applied to improve thepatient work system and outcomes, including outcomes of importance to patients, e.g. their
experience with health care delivery organizations.
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