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Multichannel Services for Patient Home-Based Care During COVID-19
Autores: Ailton Moreira, Maria Salazar, César Quintas, Manuel Filipe Santos
Springer · 2023-06-30
At the beginning of 2020, the Worldwide Health Organization (WHO) declared a pandemic caused by the COVID-19 virus. In this sense, this article describes an experiment carried out in a Portuguese health institution during the COVID-19 pandemic between March and July 2020. The number of cases of infection increased exponentially and health facilities were forced to adapt to the circumstances. Due to the health facility limited resources they had to be innovative. A new modality of care service was introduced in which patients were admitted to home-based care to receive medical follow-up. The modality introduced focuses mainly on multichannel interaction between patients and health professionals. Two channels of interaction were made available to patients in home-based care to interact with health professionals. Also, a back-office platform was designed to support health professionals in the management of patients diagnosed with the disease and all the processes related to patient remote follow-up and their decision-making. The results of the experiments were very positive with the modality implemented both for patients and care facilities and their health professionals. The patients were able to receive medical follow-up at their houses without any major complications and they were included in their treatment process. The care facility was able to better manage and reallocate their resource according to their need. This modality proved to be a win-win situation for all the parties involved.
DOI: https://doi.org/10.1007/978-3-031-38204-8_6URLMultichannel Mobile Companions for Personalized Healthcare Opportunities and Challenges
Autores: Ailton Moreira, César Quintas, Tiago Guimarães, Manuel Filipe Santos
Science Direct · 2023-04-17
Mobile companions are a subset of telemedicine and they have gained increasing attention to enhance healthcare services and communication between patients and care providers. These digital tools allow for the delivery of care services through a variety of channels, increasing access to care and convenience for patients. By gathering and analyzing data from patients, mobile companions also provide care providers with valuable insights into patient health, helping to improve care. Additionally, they can be integrated with electronic medical records, making it easier for healthcare providers to access patient information and track progress over time. The use of mobile companions in healthcare services has many advantages and it brings new opportunities to care providers. However, it also presents many challenges to care providers that aim to adopt it. This paper presents a study where is addresses the opportunities and challenges of multichannel mobile companions in healthcare services provided to patients. As a result of this study, a SWOT analysis is presented and discussed regarding the mobile companion in healthcare services.
DOI: https://doi.org/10.1016/j.procs.2023.03.112URLA maturity model for omnichannel adoption in health care institutions
Autores: Ailton Moreira, Francini Hak, Manuel Filipe Santos
Heliyon · 2024-09-26
Omnichannel adoption in healthcare service has recently become widely discussed as healthcare institutions struggle to keep up with changing patient expectations and technological advances. However, the need for a standard model for addressing this issue has left many healthcare institutions working to implement effective strategies. This study aims to establish a comprehensive model to evaluate adopting an omnichannel strategy in healthcare. To this purpose, two main objectives were pursued: i) identify and describe the different stages of maturity in adopting omnichannel strategy by healthcare institutions; ii) address the gaps identified in the literature and propose a roadmap to be followed to attain greater maturity levels. This roadmap is presented to healthcare institutions based on a gap analysis done regarding the adoption of an omnichannel strategy by healthcare institutions. Thus, a survey was conducted through online questionnaires in which ten Portuguese public hospitals participated. The survey data were collected, transformed, and analyzed using statistical methods to evaluate and make the proof-of-concept of the proposed model to identify the level of maturity regarding omnichannel strategy adoption. The results showed that Portuguese institutions participating in this survey are between the early and mid-stage of omnichannel adoption. Among the participants, it was possible to identify the healthcare institution's current level and the dimensions they lagged off and should improve to reach the next level regarding adopting the omnichannel strategy. Lastly, the findings and insights obtained from the data analysis provided valuable indications regarding omnichannel strategy in Portuguese healthcare institutions that participated in this study. Guidelines and directions were provided for future research on omnichannel maturity in healthcare.
DOI: https://doi.org/10.1016/j.heliyon.2024.e38526URLAn Overview of Omnichannel Interaction in Health Care Services
Autores: Ailton Moreira, Carlos Alves, José Machado, Manuel Filipe Santos
Mayo Clinic - Digital Health · 2023-04-03
The adoption of omnichannel interaction services in health care can bring significant benefits to both health care institutions and their patients. The ongoing health pandemic caused by coronavirus disease has further emphasized the need for health care providers to implement an omnichannel strategy to provide seamless personalized experiences to their patients through multiple access channels. This study aimed to examine the current state of research on omnichannel interaction services in health care with a focus on the benefits, challenges, and issues that health care institutions may encounter when adopting this strategy. A systematic literature review was conducted to synthesize the current state of research and provide a comprehensive overview of the field. The results of the review were used to perform a strengths, weaknesses, opportunities, and threats analysis of omnichannel services in health care and identify 5 key criteria that health care institutions should consider when implementing an omnichannel strategy. This study contributes to the field by offering an updated and comprehensive understanding of omnichannel interaction services in health care and provides valuable insights for health care providers considering this strategy. The ultimate goal of an omnichannel strategy in health care is to improve patient engagement, increase access to care, and reduce costs while improving communication and collaboration among health care providers. The successful implementation of this strategy requires a well-defined plan, robust technology, infrastructure, data analytics, capabilities, trained professionals, and a basic understanding of the communication channels among patients. The adoption of an omnichannel strategy in health care can lead to new business growth and increased patient engagement, but health care institutions must be properly aligned and patients must be prepared for its implementation.
DOI: https://doi.org/10.1016/j.mcpdig.2023.03.002URLAn Open Data-Based Omnichannel Approach for Personalized Healthcare
Autores: Ailton Moreira, Manuel Filipe Santos
MDPI - Information · 2024-05-15
Currently, telemedicine and telehealth have grown, prompting healthcare institutions to seek innovative ways to incorporate them into their services. Challenges such as resource allocation, system integration, and data compatibility persist in healthcare. Utilizing an open data approach in a versatile mobile platform holds great promise for addressing these challenges. This research focuses on adopting such an approach for a mobile platform catering to personalized care services. It aims to bridge identified gaps in healthcare, including fragmented communication channels and limited real-time data access, through an open data approach. This study builds upon previous research in omnichannel healthcare using prototyping to design a mobile companion for personalized care. By combining an omnichannel mobile companion with open data principles, this research successfully tackles key healthcare gaps, enhancing patient-centered care and improving data accessibility and integration. The strategy proves effective despite encountering challenges, although additional issues in personalized care services warrant further exploration and consideration.
DOI: https://doi.org/10.3390/info15070415URL