TY - GEN
T1 - Change Management Model for the Quality of the Telehealth Service in a Regional Hospital in Northern Peru
AU - Ruiz-Llontop, Miriam Isabel
AU - Reyes-Perez, Moises David
AU - Vargas, Carmen Graciela Arbulú Pérez
AU - Facho-Cornejo, Jhoselit Lisset
AU - De la Piedra, Dina Marisol Calonge
AU - Caballero, Jesús Emilio Agustín Padilla
N1 - Publisher Copyright:
© The Author(s), under exclusive license to Springer Nature Switzerland AG 2023.
PY - 2023/1/1
Y1 - 2023/1/1
N2 - The objective of this research was to propose a theoretical Change Management Model for the quality of the Telehealth service in a Regional Hospital in Northern Peru. In addition, the quantitative methodology was applied, since, with the help of valid instruments, the information gathered from health professionals and patients attended by this service was analyzed and discussed. This research is based on the theory of the application of cybernetics in public administration and the theory of change management. The instruments that measured the variables Quality of Service and Telehealth obtained valid Cronbach’s alpha values. The conclusions were as follows: internal users reported a low level of 46.6% for the “Tele-education” dimension; in addition, the “Tele-assistance” dimension obtained a high level of 47.9%. External users, on the other hand, determined that the “Responsiveness” dimension scored 43.3% at a low level. Regarding the last dimension “Security”, 39.3% reached a low level. The theoretical model of change management for the quality of Telehealth services was developed based on Kurt Lewin’s model of organizational change. Finally, the model was validated by professional experts.
AB - The objective of this research was to propose a theoretical Change Management Model for the quality of the Telehealth service in a Regional Hospital in Northern Peru. In addition, the quantitative methodology was applied, since, with the help of valid instruments, the information gathered from health professionals and patients attended by this service was analyzed and discussed. This research is based on the theory of the application of cybernetics in public administration and the theory of change management. The instruments that measured the variables Quality of Service and Telehealth obtained valid Cronbach’s alpha values. The conclusions were as follows: internal users reported a low level of 46.6% for the “Tele-education” dimension; in addition, the “Tele-assistance” dimension obtained a high level of 47.9%. External users, on the other hand, determined that the “Responsiveness” dimension scored 43.3% at a low level. Regarding the last dimension “Security”, 39.3% reached a low level. The theoretical model of change management for the quality of Telehealth services was developed based on Kurt Lewin’s model of organizational change. Finally, the model was validated by professional experts.
KW - Telehealth
KW - change management model
KW - quality of service
UR - https://www.scopus.com/pages/publications/85184842160
U2 - 10.1007/978-3-031-48041-6_40
DO - 10.1007/978-3-031-48041-6_40
M3 - Conference contribution
AN - SCOPUS:85184842160
SN - 9783031480409
T3 - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
SP - 600
EP - 609
BT - HCI International 2023 - Late Breaking Papers - 25th International Conference on Human Computer Interaction HCII 2023, Proceedings
A2 - Gao, Qin
A2 - Zhou, Jia
A2 - Duffy, Vincent G.
A2 - Antona, Margherita
A2 - Stephanidis, Constantine
PB - Springer Science and Business Media Deutschland GmbH
T2 - 25th International Conference on Human-Computer Interaction, HCII 2023
Y2 - 23 July 2023 through 28 July 2023
ER -