Determining the Feasibility of adopting technological innovation to enhance service delivery in selected Johannesburg health institutions
Date
2014
Authors
Uta, L
Chiliya, N
Chuchu, T
Journal Title
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Abstract
South African health institutions, particularly public hospitals are continuously oversubscribed and under-resourced which
consequently puts pressure on the service delivery system and negatively affects the service experience of patients. As a way
to address this problem, the researchers were looking to establish the feasibility of adopting technological innovation such as
Customer Relationship Management (CRM) systems, cloud computing and web-applications in order to help enhance service
delivery in Johannesburg health institutions. The researchers conducted a quantitative research and collected data from two
public health institutions namely Charlotte Maxeke and Helen Joseph Hospital. An initial pilot study was conducted before the
research was extended to a wider sample of 358 respondents. Results show that most patients generally have a positive
perception on technology and are likely to consider making use technological-innovation provided they are relatively easy to
use, accessible and not too complex. Results also suggest that security is a highly regarded factor that ultimately determines
system-usage and technological acceptance. Technological innovations such as CRM systems, may go a long way in
enhancing interaction between patients and health institutions which ultimately would result in the creation of more sustainable
relationships between patients and health institutions. However in order to ensure that there is wide adoption of technologicalinnovation,
it is essential for health institutions to ensure that the new innovations are easy to use and patient information is
kept in a secure environment.
Description
Keywords
Customer Relationship Management, CRM, Cloud Computing, Web applications
Citation
Uta, L., Chiliya, N., & Chuchu, T. (2014). Determining the feasibility of adopting technological innovation to enhance service delivery in selected johannesburg health institutions. Mediterranean Journal of Social Sciences, 5(25), 148-157