Digital change applied to health care: What contributions does digitalization make to the public hospital sector?

Abstract

In order to consolidate the sustainable development model, Morocco has put in place several strategies highlighting the importance of digital transformation which has become very significant insofar as it allows to adapt to new trends in the context of exponential change. Public institutions in particular are required to resort to digital transformation which is a key factor allowing a dismantling of traditional procedures sometimes deemed inefficient to move to digitalization in order to improve the quality of services provided to citizens since there has been a recent rise in claims and complaints from the latter. Indeed, this observation has highlighted the need to change the traditional procedures by prioritizing among others the procedure for managing complaints to make a transition to another dematerialized mechanism whose main purpose is to strengthen the relationship of trust of the citizen-administration couple and also to be attentive to their grievances. This is indeed the digital device which is the platform "Chikayasanté" developed by the government. Our article focuses on the digital change applied to public institutions, in particular public hospitals. The objective is to study the contributions of digital change cited in the literature review to treat them in a Moroccan health care institution through an empirical study. To this end, we first conducted a qualitative study via an interview guide intended for users, in this case health professionals, in order to identify the opportunities of this dematerialized solution and its challenges if they exist. And in a second step, we conducted a quantitative study through a questionnaire in order to evaluate the degree of agility of the claimants in relation to this dematerialized solution and the final outcome attributed to them. As far as the results of our study are concerned, the digital transformation brings a lot of advantages in terms of simplification of procedures and time saving. However, the traceability of closed claims remains to be improved.

JEL Classification : H75, O30

Paper type : Empirical research.