Understanding dimensions of complexity in nurse case managers' workflow in a telemedicine program.

Telehealth can provide powerful self-management tools for patients with chronic illness. A methodological framework for evaluating nurse case manager workflow is proposed. The framework focuses on work practices, cognitive tasks and artifacts. It is illustrated in the context of an analysis of telehealth video visits. There is a need to better understand the dimensions of complexity in order to engineer a more optimal user experience and enhance the nurse-patient interaction.