Relational Aspects in Patient-provider Interactions: A Facial Paralysis Case Study

Haining Zhu, Zachary J. Moffa, John M. Carroll

Research output: Chapter in Book/Report/Conference proceedingConference contribution


Facial appearance is significant for everyday interactions, but hundreds of thousands of people have interactions negatively affected by facial paralysis (FP) annually. FP treatment utilizes multiple components and requires significant collaboration amongst multidisciplinary specialists and patients. Complex interactions in these contexts offer ample challenges for designers to technologically support healthcare providers in their processes. We conduct a formative case study, employing 20 clinic observations and 11 interviews, to investigate FP treatment workflow. We use cognitive authority theory (CAT) to understand relational factors in patient-provider collaboration. We then pinpoint structural and relational components of workflow challenges and discuss the utility of these distinctions; notably, we identify that patient adherence lapses caused by perceived plateaus may be primarily relational and caused by unmet expectations. Our work adds to patient-provider interaction literature and sheds light upon technology design for healthcare team contexts with significant patient obligations.

Original languageEnglish (US)
Title of host publicationCHI 2020 - Proceedings of the 2020 CHI Conference on Human Factors in Computing Systems
PublisherAssociation for Computing Machinery
ISBN (Electronic)9781450367080
StatePublished - Apr 21 2020
Event2020 ACM CHI Conference on Human Factors in Computing Systems, CHI 2020 - Honolulu, United States
Duration: Apr 25 2020Apr 30 2020

Publication series

NameConference on Human Factors in Computing Systems - Proceedings


Conference2020 ACM CHI Conference on Human Factors in Computing Systems, CHI 2020
Country/TerritoryUnited States

All Science Journal Classification (ASJC) codes

  • Computer Graphics and Computer-Aided Design
  • Human-Computer Interaction
  • Software

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