A Framework for Reconciling Care Coordination Efficiency and Effectiveness Using E-service Implementation Ambidexterity

ABSTRACT:Improving the efficiency and effectiveness of care coordination is a significant challenge in healthcare. This challenge is perhaps due to the low levels of assimilation of healthcare systems incorporating Electronic Health Records (EHR), although EHR implementation is on the rise. Implementing EHRs is a complex activity since the conflicting demands associated with efficiency and effectiveness objectives give rise to paradoxical tensions that impede the ability of the healthcare providers to leverage the expected benefits from Electronic Health Records (EHR).To better understand how EHRs enable both efficiency and effectiveness objectives, we utilize the ambidexterity perspective to unravel e-service mechanisms through which EHRs improve the efficiency of care coordination while enhancing their effectiveness. Specifically, we propose that the ability to resolve paradoxical performance tension depends on the healthcare provider’s dynamic capabilities to implement EHRs over existing Healthcare Information Technology (HIT) capabilities in ways that align and adapt to organizational goals, objectives, structures, and processes.We emphasize that healthcare providers with ambidextrous HIT capabilities are in a better position to pursue dual implementation strategies of alignment and adaptability, thereby, achieve greater EHR assimilation, essential to managing the conflicting tension between performance outcomes. Our research contributes to enhancing our understanding regarding how healthcare providers can pursue digital innovation assimilation as they navigate the digital transformation of healthcare.