Pritheega Magalingam

Healthcare service institutions (HSIs) have sought ways to motivate patient loyalty in response to surging rates of medical tourism. Previous research indicates that Hospital Information System (HIS) is essential for HSIs to gather, measure, and analyze the massive amounts of data required to generate patient loyalty. There is currently no consensus on the factors that comprise HIS specifically geared towards motivating patient loyalty (HISPL). Furthermore, HIS requires full adoption by HSI staff to be effective. Thus, to reduce wastage of HSI resources, it is necessary to predict whether a given HIS specifically geared towards motivating patient loyalty is likely to be adopted. The purpose of this study is to reveal the factors that comprise HISPL and to modify the Unified Theory of Acceptance and Use of Technology (UTAUT) model to help predict the likelihood of an HISPL to be fully adopted by HSI staff. The results revealed that pertinent HISPL factors are capability, configurability, ease of use/help desk availability and competence (EU), and accessibility/shareability (AS). Using these factors, the UTAUT model was modified to fit the specific needs of HISPL. The modifications are theoretical and will have to be validated in future empirical studies.

Healthcare service institutions (HIS) seeking to motivate patient loyalty have identified Hospital Information Systems (HIS) as a potential solution to gather, measure, and analyze the healthcare data necessary for this goal. The purpose of this systematic review of the literature is to reveal how prevalent the use of HIS with respect to motivating patient loyalty, and to investigate the efficacy of HIS in doing so. To generate data, published empirical studies and conference papers from the past five years were compiled from the following online databases: Scopus, ACM Digital Library, IEEE Xplore, ScienceDirect, and Emerald Insight. The search results indicate that, while the use of HIS in motivating patient loyalty is rare relative to other topics within the general field of HIS, HIS use have a significant positive impact on patient satisfaction, which is understood in the literature to be directly related to patient loyalty. There remains a gap in empirical studies on the direct application of HIS with the purpose of increasing patient loyalty. Future research may be required on the development of an HIS focused on motivating patient loyalty, which can be empirically tested in a real-world HSI setting.