Student Dissertation

Agency : ITC in Healthcare; e-Healthcare; HMIS

Objective : 1. To understand customer experience towards e-healthcare 2. To understand doctors’ response towards the adoption of technology 3. To comprehend the ease in using technology by officers delivering the services 4. To analyze the impact of demographics on the overall experience in delivering e-services

Background : ICTs are defined as tools that facilitate communication and the processing and transmission of information by electronic means from radio and television to telephones (fixed and mobile), computers, and the Internet. There has been considerable international discussion about the potential of ICTs to make major impacts in improving the health and well-being of poor and marginalized populations, combating poverty, and encouraging sustainable development and governance. However, ICTs have not been widely used as tools to advance equitable health care access.

Methodology : Study Area – Callhealth Services Pvt.Ltd Study Duration – 9th February to 9th May’2018 Research Design – Descriptive design Sampling technique – convenient sampling Sample size – 50 Data collection methods -Percentage analysis, five-point Likert scale

Findings : It was found that about 76.3 percent of the customers feel that e-healthcare services are comfortable and convenient while 2.5 percent feel that it is little cumbersome. About 56 percent of the doctors who deliver e-services feel comfortable and convenient while 24 percent feel them still find it difficult to handle. About 60 percent of the officers feel that e-healthcare services are comfortable to deliver and help them earn more working for less time while 26 percent feel that it is difficult to travel to remote locations and customers do not receive them well.

Recommendations : Factors like officer engagement and satisfaction, officer productivity, positive impact on behavior towards customers, desired performance levels of the employees. All the factors are considered, and it can be concluded that at ICT can support improvements in the quality of health care by helping to increase the qualifications and skills of health and medical professionals and thereby improve the delivery of health services. Through computer-based records and other technological infrastructure-building, health care institutions can better manage and share information, thereby improving the efficiency of the health system.


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