Integration of Knowledge Management in Digital Healthcare Industries

Integration of Knowledge Management in Digital Healthcare Industries

Mehrnaz Khalaj Hedayati, Dara G. Schniederjans
Copyright: © 2023 |Pages: 14
DOI: 10.4018/978-1-7998-9220-5.ch102
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Abstract

Although digital technologies provide many advantages and opportunities for storing, processing, and sharing information in real-time, disseminating and managing knowledge are critical for value creation. A deeper understanding of the tools and processes as drivers of knowledge creation can also have a significant impact on service quality in the healthcare industry. Knowledge management theories presuppose an essential aspect of knowledge relates to human processing, challenging the technology basis of digital healthcare. Without the ability to leverage digital technologies through knowledge management, the creation of value is minimal. This study provides a conceptual knowledge management digital capability model (KMDCM) in order to enhance digital healthcare performance.
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Introduction

In service industries, organizational assets are in the staff experience and knowledge, rather than in their factories or equipment (Tsui et al., 2009). According to Tsui et al. (2009), offered services may vary in nature to accommodate different customer needs. These days, service firms manage and use knowledge, rather than raw materials, in order to provide customized services (Agrifoglio et al., 2017). The collaboration and sharing of knowledge and information between various actors throughout the network of service firms provide customer value and improve processes. Using emergent digital capabilities can provide higher levels of customization to consumers and higher levels of customer satisfaction as a result (Agrifoglio et al., 2017). Managing the pandemic and the increase in COVID-19 cases has presented major challenges to the healthcare system, which has prompted a more aggressive effort to develop and deploy digital healthcare services with the aim of ensuring value-based outcomes (Sermontyte-Baniule et al., 2022). In addition, learning from the past, knowledge management can be applied in the context of COVID-19 crisis which is marked by great uncertainty. Since the advent of the Fourth Industrial Revolution and emerging new digital technologies, we are experiencing unprecedented changes in our external environment, including speed and scale (Tomé & Hatch, 2022). In response to the pandemic, healthcare systems have been reimagined according to the prevention principle, which is characterized by the use of advanced technology, which has the potential to reshape markets and public policy regarding healthcare globally (Lauri, 2022). As a result, Countries with developed healthcare systems have adopted digital health technology to improve the practice of healthcare professionals, and to provide a positive experience to consumers and the community. On the other hand, accepting, embracing, and uptaking digital technologies is going to be challenging for healthcare professionals due to concerns about managing a large amount of data while maintaining the privacy and security of personal information. The main purpose of embracing digital technologies in healthcare is to transform and create value for the healthcare system and hospital facilities, empower patients to access their health records, communicate and control their personal health records and make better health and well-being decisions (Medhekar & Nguyen, 2022; McCarthy, 2022).

Emerging digital technologies by their distinctive characteristics are profoundly changing how the service industry and in particular healthcare processes are managed. It provides value by promoting and enhancing cooperation among several healthcare actors. For example, although record-keeping and updating through centralized programs (e.g., electronic medical records) has provided many advantages for the healthcare industry such as convenient and continuous documentation of care records, improved decision making and coordination, and reduced redundant services, the system still needs advancements to overcome the current challenges for patients such as privacy issues and ethical and legal consequences as a result. Privacy concerns in healthcare services and palliative and hospice care may result in reducing patients’ trust regarding properly protecting their care and health records and maintaining confidentiality. This may also undermine public trust in the healthcare system (Azogu et al., 2019). Considering the increased need to store private data in the healthcare industry in an increasingly digitalized environment, the need for high-level trust is more vital than ever. Fortunately, blockchain technology as a new emergent digital technology is considered to be one mechanism for enhancing trust throughout the healthcare network.

Key Terms in this Chapter

Digital Capability Approach: Capabilities as defined in this study are what people can do by using digital technology features, and capability approach is used to evaluate how digital technologies impact on the wellbeing of individuals to support understanding of how digital healthcare provides value to its stakeholders.

Healthcare Knowledge Management: Knowledge management relates to healthcare by providing the tools necessary to manage large amounts of data generated by healthcare providers and their customers.

Emerging Digital Technologies: Emerging digital technologies are defined as anything from cloud computing, advanced robotics, internet of things (IoT), artificial intelligence (AI), augmented reality (AR), machine learning, drones, blockchain, sensors, etc.

Integrative Approach: This chapter applies the field of knowledge management to digital healthcare industries through a knowledge management theoretical framework to develop an integrative conceptual approach to highlight the enhancement of digital healthcare performance using knowledge management.

Digitization: This study defines digitization as the use of emerging digital technologies to provide value for the stakeholders.

Digital Healthcare: Digital healthcare in this study is defined as using decentralized interconnected digital technologies (mentioned above) to develop new digital healthcare models in order to improve healthcare service performance and to create value for the healthcare services and their stakeholders.

Knowledge Management Digital Capability Model (KMDCM): This study by integrating knowledge management approach to digital healthcare, proposes an integrative Knowledge Management Digital Capability Model (KMDCM) to highlight the digital healthcare optimization and benefits through the use of knowledge management .

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