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Online dispute resolution in mediating EHR disputes: a case study on the impact of emotional intelligence

journal contribution
posted on 2020-10-02, 00:00 authored by Emilia BellucciEmilia Bellucci, Sitalakshmi Venkatraman, Andrew Stranieri
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.

History

Journal

Behaviour & information technology

Volume

39

Issue

10

Pagination

1124 - 1139

Publisher

Taylor & Francis

Location

Abingdon, Eng.

ISSN

0144-929X

eISSN

1362-3001

Language

eng

Publication classification

C1 Refereed article in a scholarly journal; C Journal article

Copyright notice

2019, Informa UK Limited, trading as Taylor & Francis Group