Implications for sustainable healthcare operations in embracing telemedicine services during a pandemic

Ankur Chauhan, Suresh Kumar Jakhar and Charbel Jose Chiappetta Jabbour
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Ankur Chauhan: Jaipuria Institute of Management [Noida]
Suresh Kumar Jakhar: IIM Lucknow - Indian Institute of Management Lucknow
Charbel Jose Chiappetta Jabbour: EM - EMLyon Business School

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Abstract: Technological interventions in the healthcare sector, namely, telemedicine services, have helped the government and people in these extraordinarily challenging times of ongoing COVID-19 pandemic. We identify and group key success factors relevant to telemedicine services under 7 contextual criteria. Furthermore, we explore the causal relations among them using the decision-making trial and evaluation laboratory (DEMATEL) method. Then, by applying the Bayesian best-worst method (BWM), we compute the relative importance of these criteria. Thereafter, we rank six hospitals that have provided telemedicine services through a comparative evaluation using the VIsekriterijumsko KOmpromisno Rangiranjie (VIKOR) method. The threefold findings of our study reveal that (i) the technological criteria provide the highest causal impact, while the environmental criteria provide the least causal impact. (ii) The hierarchical model of criteria, achieved through the Bayesian BWM score, shows that the criteria weights for both technological and organizational criteria are maximum (0.205) and minimum (0.087), respectively. (iii) The evaluation of six hospitals with VIKOR based on seven criteria ranks the Himalayan hospital as first, showing that it is best in providing telemedicine services to patients. Public health policymakers could use the results of our study to devise an effective plan for patient care in crisis, like COVID-19.

Keywords: Healthcare technology; Telemedicine services; COVID-19 pandemic; Multicriteria decision-making; Patient care; Policymaking (search for similar items in EconPapers)
Date: 2022-03-01
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Citations: View citations in EconPapers (3)

Published in Technological Forecasting and Social Change, 2022, 176, 9 p. ⟨10.1016/j.techfore.2021.121462⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-03598767

DOI: 10.1016/j.techfore.2021.121462

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