The impact of digital health technologies on the quality of service delivery: A pre and post assessment of the healthcare consumer's experiences in Ghana

IF 1.1 Q2 SOCIAL SCIENCES, INTERDISCIPLINARY
Mansah Preko, Joseph Budu
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引用次数: 0

Abstract

This study takes into account the pre and post experiences of the healthcare consumer in a developing country context regarding the use of digital technologies in receiving healthcare services. The study proposes a conceptual framework which suggests that the digitalization of healthcare services may present both tangible and intangible outcomes to the healthcare consumer. Underpinned by the SERVQUAL model, this study adopts a qualitative approach to explore the pre and post-digitalization experiences of healthcare consumers in Ghana. Findings reveal that seven out of the nine dimensions used in the study's assessment gave positive outcomes on the consumers' post-digitalization experiences, despite claims of the social inequalities that characterize developing countries (DCs) like Ghana. The study further reveals how the patient-centered eHealth concept which is gaining considerable attention in Information Systems (IS) healthcare research, has not been fully adopted in some DC contexts. This study presents both practical and theoretical implications for all relevant stakeholders within the healthcare ecosystem.

数字医疗技术对服务质量的影响:对加纳医疗消费者体验的前后评估
本研究考虑了发展中国家医疗保健消费者在接受医疗保健服务时使用数字技术的前后体验。研究提出了一个概念框架,认为医疗保健服务的数字化可能会给医疗保健消费者带来有形和无形的结果。本研究以 SERVQUAL 模型为基础,采用定性方法探讨加纳医疗保健消费者在数字化前后的体验。研究结果表明,尽管加纳等发展中国家(DCs)存在社会不平等现象,但在研究评估的九个维度中,有七个维度对消费者数字化后的体验产生了积极影响。这项研究进一步揭示了以患者为中心的电子医疗概念是如何在一些发展中国家的医疗保健研究中得到广泛关注,但却没有被完全采用的。本研究为医疗保健生态系统中的所有相关利益方提供了实践和理论方面的启示。
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来源期刊
CiteScore
3.60
自引率
15.40%
发文量
51
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