Title: Managing information technology: an empirical study of a computerized management system in ambulatory services at Chang Gung Memorial Hospital in Taiwan

Authors: Yi-Chou Chuang, Raykun R. Tan, Ming-Yen Wu, Huei-Huang Kuo

Addresses: Administration Center, Chang Gung Memorial Hospital, Taipei, Taiwan. ' School of Management, National Central University, Chungli, Taiwan. ' Dept. of Health Services Management, Chang Gung Medical and Engineering college, Taoyuan, Taiwan. ' Administration Center, Chang Gung Memorial Hospital, Taipei, Taiwan

Abstract: This empirical study presents the motivation, planning process, system architecture, diffusion process, performance, and the cost/benefits of a computerised system to automate the ambulatory services of Chang Gung Memorial Hospital in Taiwan. The technology substitution and diffusion is analysed using both the Fisher-Pry growth model and Gompertz mortality model. Major issues and the behaviour pattern under the life cycle stages of initiation, growing, stabilising, and maturity are discussed. Comparisons of the performances before and after the automation, in terms of charging operation, error rates in medication dispensing, patient|s satisfaction level, and patient|s waiting time, all indicate significant improvements. The cost benefit ratio based on the first year tangible benefits only is estimated to be 2.8. Factors accounted for the success include the top level management commitment, cross functional team, training, and promotion, system reliability and availability, and the right conversion strategy.

Keywords: healthcare management; service automation; technology diffusion; technology management; technology substitution; ambulatory service; hospitals; healthcare technology; information technology.

DOI: 10.1504/IJCAT.1996.062310

International Journal of Computer Applications in Technology, 1996 Vol.9 No.4, pp.181 - 192

Published online: 03 Jun 2014 *

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