The intention

Hotline to Home was a telecom project initiated by a cardiologist in a small peripheral hospital, with the aim of increasing the well-being of hospitalized patients, by strengthening and maintaining important social contacts, using a combination of new technology and supportive communication volunteers.

The approach

Sponsorship funds were raised for the establishment of Hotline to Home and a foundation was established from a covenant of a hospital-welfare organization. Volunteers from senior computer clubs were attracted and a website and weblog started. In 2005 the laptops and webcams were also arranged. The project used existing infrastructure and programs such as Skype, MSN Messenger, wifi, UMTS and satellite communications. Hospital management, staf, employees and the local community were informed and convinced. Telecoms were also, marketing and consultancy organizations approached. The project was further disseminated through advertising on local radio, TV, flyers and there was even a festive opening with Herman van Veen. Finally, there was a meeting with all local stakeholders and lectures at innovation symposia.

The result

Despite all these efforts, it appeared that the interested patients did not understand what was in it for them now. The acceptance of video calling turned out to be low, contrary to theoretical considerations. Scarce personal contact was preferred over Image bubbles. One possible explanation is that video calling contacts may be too intrusive. This while all experts and professionals from all kinds of organizations were very enthusiastic. The foundation Hotline to Home is therefore in 2010 officially canceled. The supporting volunteers had tears in their eyes, they consoled themselves with some wonderful experiences of restored contact

The lessons

Ultimately, technological solutions also fall and stand with acceptance by the ultimate beneficiaries. Therefore, the enthusiasm of experts and visionaries is no guarantee for the success of a new technological solution in the field of communication. Proper research must first be conducted into the wishes and possibilities of the intended users. This project also showed that nurses do not easily accept a new type of communication volunteer. People may evolve slower than technical capabilities and this experience has made me skeptical about new solutions in eHealth and telemedicine.

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