Information Continuity and Experiences of Mental Healthcare: A Conceptual Framework

Timothy Kariotis, School of Computing and Information Systems, University of Melbourne, 700 Swanston St, Carlton VIC 3053 AND Melbourne Law School, University of MelbourneFollow
Megan Prictor, Melbourne Law School, University of Melbourne
Kathleen Gray, Centre for Digital Transformation of Health, University of Melbourne
Shanton Chang, School of Computing and Information Systems, University of Melbourne, 700 Swanston St, Carlton VIC 3053

ORCID

Timothy Kariotis: https://orcid.org/0000-0001-7190-7564

Megan Prictor: https://orcid.org/0000-0002-5244-2041

Kathleen Gray: https://orcid.org/0000-0003-1616-2170

Shanton Chang: https://orcid.org/0000-0002-2163-3910

Abstract

Objectives: Information continuity is a key element of continuity of care and service users' experience of care. However, models of continuity of care have not considered how to operationalise information continuity and balance it with service users' privacy concerns. The aim of this paper was to develop a conceptual framework of the information practices that contribute to service users' experience of information continuity in the mental healthcare system. Methods: We undertook a narrative review to identify studies on service users' experiences of mental healthcare and analysed them using a thematic synthesis method to identify the information practices of care professionals and service users that contributed to service users' experiences of continuity of care. We also sought to identify conditions and contextual factors that shaped service users' experiences of these information practices, including their privacy experiences. Results: We identified 11 information practices grouped into three categories, including information sought from service users, information sought by service users, and information transfer between care professionals. We also identified 16 moderating conditions, including the sensitivity of information, transparency of information transfer, trust in care professionals and consistency of information received. Finally, 10 contextual factors were identified, including staff turnover and stigma towards mental health. Discussion: The conceptual framework developed in this paper offers a valuable tool for designing information systems, such as electronic health records, to improve information continuity in the mental healthcare system. By addressing the misalignment between the design of information systems and real-world practices, the framework can help close the gap between the anticipated and actual benefits.

Recommended Citation

Kariotis T, Prictor M, Gray K, Chang S. Information Continuity and Experiences of Mental Healthcare: A Conceptual Framework. Patient Experience Journal. ; 13(3):65-87. doi: 10.35680/2372-0247.2159.