The effect of digitalization on service orientation and service perception among Israeli healthcare professionals: A qualitative study

Objective

Healthcare systems globally are adapting to rapid changes, including digitalization, to thrive. The main objective of this study is to investigate the impact of adapting to rapid changes, including embracing digitalization on the services provided by healthcare organizations, by mapping the healthcare professionals' perceptions and characterizing their experiences, as well as examining the difficulties and barriers they face in transforming their organization.

Methods

This qualitative study, based on semi-structured in-depth interviews with 38 healthcare professionals, examines the impact of embracing digitalization in service and clinical care and their perception of service. Interviews were analyzed using a categorial deductive and inductive approach across three levels.

Results

Eight main themes arose from the analysis: The need for change, The importance of change, Communication, Training, Competitive leverage, Challenges and barriers and Implications for patient-therapist relationship. The themes and subthemes were examined through the three levels of organizational change-the system, the organization, and the personal level. The results of the study indicate limited embrace of change within the systemic and organizational levels and inconsistencies across the three levels. The study also highlights the barriers and difficulties that stand in the way of these processes of change and development.

Conclusions

To ensure successful implementation, these processes require systemic planning, including budgeting for personnel training, organizational adjustments, and technological equipment. Additionally, addressing personal-level considerations such as relevant training and setting boundaries for caregivers is crucial to prevent burnout. Effective planning and management of these changes will facilitate optimal assimilation and enhance system efficiency.

Organizational Adaptation

Organizational adaptation is equivocal. On the one hand, the concept is ubiquitous in management research and acts as the glue binding together the central issues of organizational change, performance, and survival. On the other hand, it lurks around in various guises (e.g., "fit," "alignment," "congruence," and "strategic change") studied from multiple theoretical streams (e.g., behavioral, resource based, and institutional) and at different levels of analysis (e.g., organization and industry levels). In a novel approach to reviewing 443 adaptation articles that leverages both computational and hand-coded analysis, we produce an interactive visual of the themes most studied by adaptation scholars. We inductively draw out a definition of adaptation as intentional decision making undertaken by organizational members, leading to observable actions that aim to reduce the distance between an organization and its economic and institutional environments. We then review the literature across three main areas of inquiry and six theoretical perspectives that surfaced from our analysis and identify 11 difficulties that have hampered adaptation research in the past 50 years. Our review suggests ways to address these difficulties to enable future research to develop and cumulate.