Improving Quality of Service of Home Healthcare Units with Health Information Technologies (Research) (Report‪)‬

Introduction Home healthcare units (HHUs) can improve quality of life for patients in a variety of ways, ranging from a reduction in the variety and severity of risks typically associated with hospital admissions to a decrease in the level of care the family needs to provide (Gideon et al. 1999). To capture potential benefits (or the lack of) measures of HHU should include performance standards (e.g. the HHU responds to patient inquiries in a timely manner) and measures to gauge the extent to which the HHU follows internal procedures, directives, regulations or technical aspects of the relationship between healthcare delivery processes and patients (Lockamy & Smith 2009). The composite measure of quality of service (QoS) fulfils these two objectives because effective deployment of services requires healthcare practitioners to use appropriate technologies and apply their knowledge to critical healthcare delivery processes, which in turn influences patients' perception of value and satisfaction with these services (Asubonteng et al. 1996).