When a territorial gerontological coordination tool creates tensions in a care service[Lorsqu’un outil de coordination gérontologique territorial suscite des tensions dans un service de soins]

The article reports the perceptions of health professionals working in a French public hospital following the introduction of a coordination tool, COGERT (Coordination Gérontologique par Télémédecine) within a healthcare service. Research on the introduction of Telemedicine has focused on its medical or economic benefits, putting aside organizational aspects, from the perspective of agents' practices (David and al. 2003). We contribute to research on these practices by collecting the perceptions of 7 health professionals regarding the use of this tool, focusing on the tensions felt especially artefactual (Katz and Kahn, 1967 ; Smith and Lewis, 2011 ; Mazouz, Rousseau and Sponem, 2015). The case reveals differences in perceptions between physicians and Health Executives (HE) around the tool, complicating patient management among HE and hindering coordination between these two actors. It also highlights the need to clarify the roles and missions of first line managers (FLM).