5.11. Model for assessing ict system in health service management: User perception

Autores: A. Oddershede, P. Jarufe, M. Montalva

ABSTRACT
This paper investigates the interface between user perception and resources offered by a system of Information and Communications Technology (ICT) support to healthcare processes for complying the challenge of improving their quality of service. A case study using a multi-criteria approach was carried out involving three categories of Chilean hospitals according to their provision of ICT. Empirical data were collected; involving various health representatives.

The main contribution is the development of a multi-criteria decision making to reflect the ICT system connotation and identification of the dimensions of high priority in the health service. The results of this pilot study generate a starting point to support the management of health systems and their implications. To analyze the key factors that support critical decision making in the development of courses of action related to the distribution of resources to achieve quality, efficiency, and achieve economic and social benefits. The main contribution is the development of a multi-criteria decision.

Keywords: Decision medical support, AHP, user perception, ICT. QoS