Understanding the Effective Use of the Health Information System (HIS) From the Perspectives of Patients and Physicians

Abstract

Over the past three decades, the healthcare sector has been transformed by digital technologies, with health organisations increasingly integrating information systems (IS) into their operations, focusing on access to care, cost efficiency, and patient outcomes. Investment in health information systems (HIS) has risen rapidly, with widespread adoption and use of systems such as Electronic Health Records (EHRs), Computerised Physician Order Entry (CPOE), Telehealth Platforms, Patient Portals, and Health Information Exchange (HIE). Consequently, healthcare organisations are currently striving to fully leverage these systems to generate maximum value and optimise their efficacy in patient care delivery by utilising them effectively. However, one of the most significant problems healthcare organisations face today is not how much their systems are used and how faithfully features are appropriated but how effectively their systems are used and whether the desired outcomes are achieved. Yet, we have a limited understanding of what constitutes the effective use of HIS, particularly from the perspectives of different user groups, such as patients and physicians. Addressing this knowledge gap, this study examines the effective use of HIS through the context of telemedicine via mobile application, offering insights from both physicians and patients. Using both qualitative and quantitative data, the study contextualises and develops propositions on the effective use of telemedicine from the patients’ and physicians’ perspectives. The findings provide a deep understanding of how telemedicine applications and consultations are being utilised effectively by patients and physicians to achieve their healthcare objectives, with implications for enhancing the use of and education surrounding telemedicine services.