  e-Health is a core part of Australias strategy to address rising costs and
changing demands for healthcare services. With over $1bn spent and only 6% of
Australians registered, the personally controlled electronic health record
(PCEHR) suggests user challenges remain. While evidence confirms the benefits
from involving users in systems development there is a need for more examples
of how to engage effectively in healthcare settings. This research describes
the use of an agile development methodology combined with the thinking out loud
technique to deliver a solution that exceeded user requirements in supporting a
new model of care. The 4C project solution connected Aged Care institutions
with general practices, hospitals and specialist services in Tasmanias
north-west region. It was underpinned by a model of Technology Mediated Social
Participation (TMSP). As a trial project for the PCEHR it remains unclear why
lessons learned appear not to have been deployed more explicitly in the
National roll-out.
