Journal of Medicinal and Chemical Sciences 5 (2022) 900-914

Journal homepage: http://www.jmchemsci.com/

Original Article

Transforming Health Care Services through Knowledge

Management during COVID-19 in India
Lakshmi Prasad Padhy* , Ipseeta Satpathy , B. Chandra Mohan Patnaik
School of Management, KIIT University, Bhubaneswar, Odisha, India

ARTICLE INFO ABSTRACT

Article history Knowledge management (KM) is considered to be an important intervention
in improving health care services. KM facilitates the transfer of the existing
Received: 2022-03-12 knowledge and the development of new knowledge in the health care sector.
Received in revised: 2022-04-13 The relevance of knowledge management in the healthcare sector cannot be
Accepted: 2022-04-21 ignored due to the dynamic and sensitive nature of knowledge within the
Manuscript ID: JMCS-2203-1434 healthcare sector which leads to the smooth conduct of business for the health
Checked for Plagiarism: Yes and the other operational issues in the hospitals. As the health care sector is a
Language Editor: knowledge-intensive industry, systematic, and appropriate dissemination of
knowledge leads to a competitive advantage. Its importance was realized
Dr. Fatimah Ramezani
more during the COVID-19 due to the acute shortage of medical facilities and
Editor who approved publication: doctors. This inspired the authors to undertake the present study. The broad
Dr. Khosro Khajeh objectives of the study were to understand the role played by knowledge
management in transforming health care services, to suggest measures based
on the findings, and to contribute to the existing literature. The sample size
was considered to be 167, which included 83 males and 84 females. The study
was conducted with four parameters such as the impact of knowledge
DOI:10.26655/JMCHEMSCI.2022.6.4 management on the performance of the health care sector, the impact of
knowledge management on paramedics’ performance, the impact of
KEYWORDS knowledge management on patients care, service, and satisfaction and COVID-
Knowledge management 19 as well as Omicron related variables. It was observed that all the attributes
Patient care of knowledge management played an important role in providing health care
Patient satisfaction services at the right time to the needy people for the overall interest of
society, as a whole.

GRAPHICAL ABSTRACT

* Corresponding author: B. Chandra Mohan Patnaik

 E-mail: Email: bcmpatnaik@gmail.com
© 2022 by SPC (Sami Publishing Company)
 Padhy L.K., et al. / J. Med. Chem. Sci. 2022, 5(6) 900-914

Introduction collaborative and integrated approach for

Severe acute respiratory syndrome Corona virus creating, capturing, organizing, accessing, and
2 (SARS-CoV-2), which causes coronavirus using an organization’s intellectual capital [5].
disease (COVID-19), was first identified in Health and social care are facing formidable
December 2019 in Wuhan city, China, and later it challenges worldwide. The cost of care is rising,
was spread to many provinces in China. As of May and in many countries, the population is aging,
8th, 2020, the World Health Organization (WHO) and thereby these issues lead to increase the
had documented 3,759,967 positive COVID-19 need for health and social services. The
cases, and the death toll attributed to COVID-19 innovative approaches and models are
had reached 259,474 people worldwide. On consequently needed to ensure the availability
January 30th, 2020, the WHO declared COVID-19 and quality of services. Thus, the purpose of this
as a Public Health Emergency of International article is twofold. First, we follow the knowledge-
Concern [1A]. This pandemic forced to revisit the based view of a firm [6] and suggest that
existing medical infrastructure in India as well as knowledge management (KM), as an academic
the global context. The present work tries to discipline and managerial practice, provides
understand the relevance of Knowledge valuable perspectives and tools to help health
Management during the pandemic. and social care management to cope with the
Today, healthcare delivery has become an present and future challenges [7-8]. This is also a
important challenge which distresses countries mounting challenge for health management and
worldwide. With the increased factors like higher social care when the integration of services adds
costs, inefficiency, and social pressure to provide organizational complexity. Several authors [9]
better quality healthcare services, the healthcare have argued that in a changing operating
providers are searching for new interventions to environment, the traditional decision-making
improve healthcare delivery [1]. The Knowledge structures and systems do not work optimally
management (KM) interventions in healthcare and thus more flexible organizational forms and
are motivated by the fact that healthcare is a knowledge strategies are needed [10]. KM
knowledge-based community in which increases health and social care organization
knowledge is a critical commodity. Intangible understanding of service needs of citizens [11].
assets such as know-how and social networks are KM strategy develops the understanding of health
of higher importance for creating a competitive organizations of the complex phenomena by
edge than are the physical resources in an increasing awareness of the changes in the
organization [2]. The health sector is widely operating environment [12]. KM supports cost
witnessing a transformation in its systems and control by identifying and capturing the best
functionality. The New-born reform plans are practices, improving efficiency, reducing medical
being experienced, and the novel solutions are errors, and declining waste in routine tasks [13].
being embraced. This study is inspired by The impact of KM on an organizational
previous research introducing knowledge performance was observed through the
management as an intervention to improve mediating variable of dynamic capability [14]. KM
healthcare delivery by focusing on the different improves decision-making process by providing
practices KM provides for health professionals to faster and more accurate decision-making
collect, transfer, and utilize knowledge, as well as support [15]. KM promotes strategic planning
KM’s influence on healthcare performance [3]. with a continuous loop of sharing knowledge
Knowledge management is defined as a process [16]. It improves the quality of services through
in which information communication technology the advance sharing knowledge [17]. KM further
(ICT) systems are applied to support the improves patient safety by increasing the
activities in organizing knowledge, experience, innovative capabilities of the organization and
skills, and communication [4]. Knowledge reliability of information and knowledge [18]. It
management can be further defined as a drives individual and organizational learning

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[19], improves motivation, morale, commitment, The government has also increased the capacity
and positive work behaviour by resolving of building and training of ICU staff and critical
tensions between employee empowerment and care teams in collaboration with various
client care [13], and brings objectivity and clarity associations like the Indian Medical Association
to risk management by addressing the complexity (IMA) and Pulmonary Association.
of risks in the organization [13]. Meanwhile, the government started constituting
third wave committee comprising experts from
Role of Paramedics
pediatrics and critical care pulmonology who will
Paramedical staff includes individuals who are
play a crucial role in close monitoring and
not qualified to practice, but trained to perform
analysis of cases. Besides that, all hospitals will
health care functions under the direct
assume the role of a vigilante in proactively
supervision of qualified physicians. The
sharing with the government the trends and
importance of paramedical staff is felt in every
patterns, as also changes in symptoms, and
sphere of health care services including practices
severity of cases based on the age groups and the
of medicine, nursing services, and public health
other key factors as actionable input for making
services. These paramedical workers perform
decision. The genomic surveillance committee
routine diagnostic procedures, such as taking
will also continue to sequence samples to identify
blood samples, and therapeutic procedures, such
any new variants emerging during the critical
as administering injections or suturing wounds;
phase. The country has gone through two waves
they also relieve physicians of making routine
of COVID and the government is taking firm steps
health assessments and taking medical histories.
to re-train health workers so they are physically,
These paramedics can discharge their job with
mentally, and sufficiently prepared. However,
the help of knowledge management, especially
given the staff attrition at various levels, the
during COVID-19. Through the initiatives of
country may still be underprepared from a
knowledge management, the dependency of these
manpower viewpoint. As the Omicron cases rise,
people on physicians has changed drastically
the Government had decided on COVID-19
which helped to avoid the loss of life and better
booster doses for healthcare, frontline workers,
health care services to needy patients. Likewise
and senior citizens.
at the same time, the expert knowledge of the
doctors is used for more and more quality Literature Review
services to people instead of routine practices. Sharing knowledge is vital for improving the
performance of any organization. It assumes
Omicron
great importance in the health care sector
At this juncture, given the rising number of
because it contributes to patients care and safety
Omicron cases in some countries like South Africa
in a significant manner [22]. By integrating
and the UK, the Government of India has already
people, processes, and technology in the
given necessary directions to the hospital,
healthcare sector and engaging knowledge
healthcare professionals, and associations to
management, it is expected that there would be
raise awareness about COVID-appropriate
improvements in the delivery of health care and
behaviour which comprises two doses of
the availability of experience, ideas, and the latest
vaccination coupled with mask, ventilation, social
knowledge about the new developments in health
distancing, and hand hygiene. In addition,
care sector [21]. In the healthcare sector, KM
healthcare entities will have to be ready to cope
aims at the integration of identification,
with the likelihood of a hike in Omicron cases in
acquisition, creation, preservation, dissemination,
January-February 2022 in guiding aspect of the
and application of various aspects of knowledge
experience of the second wave, as further they
assets in healthcare organizations [23]. KM offers
will intensify the vaccination drive pan India and
several benefits to the health care sector by
administer the booster dose, as well. The
reducing medical mistakes, increasing
government has increased the availability of both
innovations, enhancing the quality of patient
oxygenated and ICU beds in most hospitals.
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care, ensuring cost-reduction, improving are making a lot of efforts to develop human
organizational learning, and organizing resources. The talent pool in these organizations
knowledge [24]. creates and implements policies that will upgrade
With the application of various techniques in the the knowledge base of the employees [34].
health care sector, the organization can be able to Paramedics try to gather information and the
achieve alignment of business strategy with KM latest developments relating to COVID-19 from
efforts and long-term strategic planning. It also TV, newspapers, media, and social media
facilitates the introduction of good policy platforms including the official websites of the
incentives [25]. Various barriers such as the health ministry [35, 36], the negative and positive
absence of KM integration, the desire of common influence of social media and mass media on
definition, and confusion due to dissemination of health care workers during this pandemic. Social
wrong information can adversely affect the media acts as an effective tool to create
application of KM [20]. Inadequate technological awareness among the people to follow COVID-19
services, absence of trust, lack of proper appropriate behaviour and quarantine protocols.
organizational policies, failure in the network, This inspires confidence among people, reduces
cultural deficit, redundant work, and the their fear, and strengthens trust in public health
additional responsibilities are some of the initiatives and methods [37]. If not properly
impediments or obstacles faced while handled, social media during this pandemic is
disseminating knowledge in the health care being misused and a lot of misinformation is
sector [26]. There are three KM models such as being communicated as there is little or no
KM infrastructure, KM conceptualization, and accountability [38]. Nursing staff as compared to
total KM [27]. non-nursing staff have more knowledge and
Building bridges to team-based care activities awareness as they are in close contact with
help ensure synergy and efficiency [28]. patients. A study has highlighted the inadequate
Workgroups emphasize the healthcare workforce knowledge of health care workers about COVID-
and methods are explored to enhance care 19 [39].
quality. In a healthy working environment, the
Objectives of study
better quality of patients care and improvement
 To understand the role played by knowledge
of the health of workers are ensured as both are
management in transforming health care
mutually reinforcing [29]. The performance of the
services.
health system across the world is considerably
 To suggest measures based on the findings.
improved under the public-private partnerships
 To contribute to the existing literature.
(PPP) model. Because this PPP model combines
the positive features of both sectors which Scope of study
ultimately enhances quality, improves efficiency, The present study is restricted to paramedics and
and brings about innovation [30]. Nurses play a selected leading super specialty COVID hospitals
leadership role in inpatient care. Nursing in the capital city, Bhubaneswar, Odisha. The
activities aim to improve patient’s comfort and respondents include both male and female
health care by implementing goal-oriented paramedic staff.
interventions [31]. The leaders should move from Materials and Methods
the “individual expert” model and adopt a holistic For the survey based study, questionnaires are
model which combines the advantages of teams, distributed (the sample of the questionnaire is
boundary groups, various professions, and enclosed in the annexure-E) and the followed
functions [32]. Up to now, well-being and health sampling technique is snowball and cluster. In
care sectors have taken a keen interest in applied the finalization of various attributes, 8 focus
management and scientific research [33]. The group discussions were carried out consisting of
talent pool in the health sector is considered an 7 members in each group. Initially, 27 variables
important asset. Hence, health care organizations were identified, but after the focus group

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compilation of data, 19 variables were retained. maximum should be items multiplied by 10. As
The sample size was 167 including 83 male and we had taken 19 items for the study, the
84 female respondents. The perception score minimum and maximum sample sizes should be
method is being used. 76 and 190, respectively. After deleting the
common outlier, we had taken 167 observations
Sample size
which fall within the minimum and maximum
In the present study, the sample size was
sample size as per the above rule. Taking into
calculated in the ratio range of 1:4 to 1:10
consideration the rule (Rummel, 1970, Schwab
(Rummel, 1970, Schwab 1980). As mentioned in
1980), the sample size of 167 is adequate for our
the above method, the minimum sample size
study.
should be items multiplied by four and the
Table 1: Sampling frame
Male
Female Male paramedics
paramedics Female paramedics
paramedics in in the age group
Name of the Hospitals in the age in the age group of Total
the age group of above 40
group of 20- above 40 years
of 20-40 years years
40 years
Kalinga Institute of
Medical Sciences 8 9 6 5 28
(KIMS)
Kalinga Hospital 7 7 8 5 27
Utkal Hospital 6 5 5 7 23
Aditya Care Hospital 6 6 7 9 28
Appolo Hospital 12 5 11 6 34
Sum Hospital 8 7 6 6 27
Total 47 39 43 38 167
Source: Primary data
Table 2: Summary of hospital wise response rate of the administrated questionnaires
Questionnaires Questionnaires duly
Name of the Hospitals The response rate in %
administrated completed
Kalinga Institute of Medical
43 28 65.12%
Sciences (KIMS)
Kalinga Hospital 51 27 52.94%
Utkal Hospital 42 23 54.76%
Aditya Care Hospital 46 28 60.87%
Appolo Hospital 51 34 66.67%
Sum Hospital 53 27 50.94%
Total 286 167 58.39%
Source: Primary data
Table 3: Schedule of research work
Month-1 Month -2 Month-3 Month-4 Month-5
Progress of research work Weeks Weeks Weeks Weeks Weeks
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
Conceptualizing and outlining the
research work
Extensive literature review
Gap analysis and finalization of the
research questions
Data collection phase
Data analysis
Conclusion and finalization of the
research paperwork
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(LPS) is calculated by multiplying the number of

Calculation of Respondents’ Perception: Maximum
respondents in each category by (0) and the
Possible Score and the Least Possible Score
product with several attributes in the group or
Maximum Possible Score (MPS) is calculated by
category.
multiplying the number of respondents in such a
category by (4) and the product with a total
number of variables. The least Possible Score
Table 4: Computation of Maximum Possible Score (MPS) and the Least Possible Score (LPS)
KM on the
KM on KM on Patients Care,
Performance of Regarding COVID-
Paramedics’ Service, and
Health Care 19 Attributes
Performance Satisfaction.
Services
Possible Score

Possible Score

Possible Score

Possible Score
Least Possible

Least Possible

Least Possible

Least Possible
Category
Maximum

Maximum

Maximum

Maximum
Score

Score

Score

Score
Male paramedics in the
1032 0 688 0 688 0 860 0
age group of 20-40 years
Female paramedics in
the age group of 20-40 936 0 624 0 624 0 780 0
years
Male paramedics in the
age group of above 40 960 0 640 0 640 0 800 0
years
Female paramedics in
the age group of above 1080 0 720 0 720 0 900 0
40 years
Table 5: Analysis Table
Aggregate weighted score
Female Female
Male paramedics Male paramedics
paramedics in the paramedics in the
in the age group of in the age group
age group of 20-40 age group above
20-40 years above 40 years
years 40 years
Attributes % of % of % of % of
the the the the
Total score Total score Total score Total score
score to score to score to score to
total total total total
weight weight weight weight
Knowledge Management on the Performance of Health Care Services.
KM system empowers
paramedics, streamlines
procedures, and helps in
141 16.67 140 18.78 138 16.49 158 17.08
developing a sound
organizational culture in
health care services.
Clinical knowledge
information in an effective
manner improves the 134 15.84 134 16 135 16.13 165 17.84
efficacy of health care
services.
KM helps in providing
information on curing
140 16.55 146 17.42 145 17.32 150 16.22
patients, providing care,
and health satisfaction.
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Continue of Table 5:
KM reduces the
inefficiency level in the 142 16.78 146 17.42 145 17.32 158 17.08
health care services.
KM helps the paramedics
to take the right decision
at the right time and 147 17.38 142 16.95 136 16.25 147 15.89
reduces errors and
mistakes.
Updating knowledge
management helps to
enhance the quality of
142 16.78 130 13.43 138 16.49 147 15.89
patient care and improve
the performance of health
care services.
Total weighted score 846 838 837 925
Maximum Possible Score 1032 936 960 1080
Least Possible Score 0 0 0 0
% of total weighted score
to maximum possible 81.98 89.53 87.19 85.65
score
Knowledge Management on Paramedics’ Performance.
KM helps the paramedics’
performance to a great 134 24.06 137 24.64 134 24.77 157 25.86
extent.
KM helps to improve the
attitude of paramedics
and contributes towards 145 26.02 142 25.54 142 26.25 151 24.88
organizational goals in the
health care services.
KM helps in paramedics’
139 24.96 135 24.28 133 24.58 148 24.38
productivity.
KM helps paramedics to
understand the
139 24.96 142 25.54 132 24.40 151 24.88
designated task and
clarity objectives.
Total weighted score 557 556 541 607
Maximum Possible Score 688 624 640 720
Least Possible Score 0 0 0 0
% of total weighted score
to maximum possible 80.96 89.10 84.53 84.31
score
Knowledge Management on Patients Care, Service, and Satisfaction.
KM facilitates improving
patients’ care and services
141 25.59 133 24.86 145 25.62 157 26.08
when they fail or are not
perfect.
KM helps to take decisions
on patients’ care and 135 24.50 126 23.55 141 24.92 149 24.75
service on time.
KM facilitates the
development of skills of
paramedics and leads to
133 24.13 144 26.92 142 25.09 148 24.58
the better care and service
quality to the given
patients.
KM helps in providing
accurate and patient 142 25.77 132 24.67 138 24.38 148 24.58
specific service.
Total weighted score 551 535 566 602
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Continue of Table 5:

Maximum Possible Score 688 624 640 720

Least Possible Score 0 0 0 0
% of total weighted score
to maximum possible 80.09 85.74 88.44 83.61
score
Regarding COVID-19 Attributes
COVID 19 creates the new
opportunity to learn
technology-based 140 20.03 136 19.83 146 20.53 154 19.76
application in the health
care services.
Innovation in the field of
medicines and
vaccinations become
important for health care
130 18.60 134 19.53 144 20.25 151 19.38
industries to remain
viable during the post-
pandemic market
environment.
The online learning
module helped to
establish a new way of 140 20.03 135 19.71 140 19.69 153 19.64
communication among the
paramedics.
Lack of training in an
online mode often impacts
on the effective service 138 19.74 132 19.24 137 19.28 155 19.89
delivery to the ultimate
patients.
New service demands and
patients care in the wake
of Omicron needs an
effective training 151 21.60 149 21.69 144 20.25 166 21.33
mechanism to equip the
paramedics to meet the
challenges.
Total weighted score 699 686 711 779
Maximum Possible Score 860 780 800 900
Least Possible Score 0 0 0 0
% of total weighted score
to maximum possible 81.28 87.95 88.88 86.55
score
Source: Annexure A, B, C, and D
performance of health care services, KM
Results and discussions
empowering paramedics for streamlining the
Regarding Knowledge Management on the procedures and developing a sound
Performance of Health Care Services organizational culture in health care services. KM
Within the group helps in providing information for curing and
For the male age group of 20-40 years, the improving the efficacy of health care services. For
attribute that KM helps the paramedics to take the female in the same age group, the attributes
the right decision at the right time stands with like KM reducing the health care inefficiency and
the first preference, followed by the equal score KM helping in providing information for curing, it
for attributes like KM reducing the inefficiency in stands with the equal score, followed by KM
health care services and KM helping in enhancing helping in taking the right decision at right time,
the quality of patients care and improving the
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empowering paramedics, improving efficacy, and paramedics in the age group of above 40 years,
improving the quality of patient treatment. male paramedics in the age group of 20-40 years
For the male age group above 40 years, attributes and female paramedics in the age group of above
like KM reduce the health care inefficiency and 40 years.
KM helps in providing information on curing Answering the question related to KM reduces
patients, providing care, and health satisfaction the inefficiency level in the health care services, it
that stand with an equal score followed by was found that the female paramedics in the age
attributes like KM empowering paramedics, group of 20-40 years had more support followed
streamlining procedures, and KM improving the by male paramedics in the age group of above 40
quality of patient care jointly stand the second years, female paramedics in the age group of
position, followed by attributes of KM helping above 40 years and male paramedics in the age
paramedics to make the right decision at right group of 20-40 years. Responding to the question
time and KM improving the efficacy of health related to KM helps the paramedics to make the
care, as well. Similarly, in the case of female right decision at right time and reduces the
respondents of the same age group, KM errors and mistakes, the perception is high in the
improving the efficacy of health care services case of male paramedics in the age group of 20-
stands first that is followed by the equal score for 40 years followed by female paramedics in the
KM empowering paramedics and KM reducing age group of 20-40 years, male paramedics in the
the inefficiency level in health care services, age group of above 40 years and female
followed by KM providing information on curing paramedics in the age group of above 40 years. In
which is followed by the equal score for the case of attributes related to updating
attributes of KM helping paramedic to make the knowledge management helps to enhance the
right decision at right time and KM helping in quality of patient care and improves the
enhancing the quality of patient care. performance of health care services the opinion
by various groups led by male paramedics in the
Among the groups
age group of 20-40 years followed by male
Responding to the question related to the KM
paramedics in the age group of above 40 years,
system empowers paramedics, streamlines
female paramedics in the age group of above 40
procedures, and helps in developing a sound
years and female paramedics in the age group of
organizational culture in health care services, the
20-40 years.
same being highly opined by female paramedics
in the age group of 20-40 years, followed by Regarding Knowledge Management on
female paramedics in the age group of above 40 Paramedics’ Performance
years, male paramedics in the age group of 20-40
Within the group
years and male paramedics in the age group of
For the female age group of 20-40 years, the
above 40 years. Answering the question related
attributes of KM helping in improving the attitude
to the Clinical knowledge information in an
of paramedics and KM helping the paramedics to
effective manner improves the efficacy of the
understand the designed tasks and clarity of
health care services, the same being highly
objectives stand with the equal score, followed by
believed by female paramedics in the age group
KM helping in improving the performance of
of above 40 years, followed by male paramedics
paramedics to a great extent and KM helping in
in the age group of above 40 years, female
improving the productivity of paramedics. The
paramedics in the age group of 20-40 years and
same for the male age group, the attribute of KM
male paramedics in the age group of 20-40 years.
improving the attitude of the paramedics’ stands
Joining to the question related to KM helps in
first, followed by KM helping in the productivity
providing information on curing patients and
of paramedics and KM helping paramedics in
further providing care and health satisfaction, the
understanding the designed task and clarity of
same being highly opined by female paramedics
objectives with the equal score, followed by KM
in the age group of 20-40 years, followed by male
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helping the paramedics performance to a great Regarding Knowledge Management on Patients’

extent. Care, Service, and Satisfaction
For the male age group above 40 years, KM
Within the group
attribute in improving the attitudes of
In the case of the male age group of 20-40 years,
paramedics leads with priority, followed by KM
the attribute of KM helping in providing the
helping the performance of paramedics to a great
accurate and patient-specific services stands first
extent, KM helping in the productivity of
followed by the attribute that KM facilitates in
paramedics and KM helping paramedics in
improving the patient care and services when
understanding designed tasks. The female age
they fail or are not perfect, KM helps in deciding
group above 40 years gives priority to the
on time and KM facilitates in developing skills of
attribute of KM helping the paramedics’
paramedics and leads to better care and service
performance to a great extent followed by the
quality to the given patients, as well. Moreover,
equal score for the attribute of KM improving the
for the male age group above 40 years, the
attitude of paramedics and KM helping the
attribute that KM facilitates in improving the
paramedics to understand designed tasks
patient care and services when they fail or are
followed by KM helping in paramedics’
not perfect stands first followed by the attribute
productivity.
that KM facilitates in developing skills of
Among the group paramedics and leads to better care and service
Answering the question related to KM helps the quality to the given patients, KM helps to make
paramedics’ performance to a great extent, the decisions on patients care and service on time
opinions led by female paramedics in the age and KM helps in providing accurate and patient-
group of above 40 years followed by male specific service.
paramedics in the age group of above 40 years, For the female age group of 20-40 years, the
female paramedics in the age group of 20-40 attribute that KM facilitates in developing skills of
years, and male paramedics in the age group of paramedics and leads to the better care and
20-40 years. Joining to the question, KM helps to service quality to the given patients stands first
improve the attitude of paramedics and preference followed by the attribute that KM
contributes towards organizational goals in the facilitates in improving patient care and services
health care services, the opinions led by male when they fail or are not perfect, KM helps in
paramedics in the age group of above 40 years providing accurate and patient-specific service
and it is followed by male paramedics in the age and helps to make decisions on patients care and
group of 20-40 years, female paramedics in the service on time. In the case of the female
age group of 20-40 years, and female paramedics respondent’s age group of above 40 years, the
in the age group of above 40 years. Responding to attribute that KM facilitates in improving
the question related to KM helps in paramedics’ patient’s care and services when they fail or are
productivity, the opinions led by male not perfect stands first followed by the attribute
paramedics in the age group of 20-40 years, male that KM helps to take decisions on patient care
paramedics in the age group of above 40 years, and service on time and followed by equal weight
female paramedics in the age group of above 40 for the attribute that KM facilitates in developing
years, and female paramedics in the age group of skills of paramedics and leads to better care and
20-40 years. Joining the question related to KM service quality to the given patients and KM helps
helps paramedics to understand the designated in providing accurate and patient-specific service.
task and clarity of objectives, the groups were led
Among the groups
by female paramedics in the age group of 20-40
Joining to the question related to KM facilitates in
years and followed by male paramedics in the age
improving patient’s care and services when they
group of 20-40 years, female paramedics in the
fail or are not perfect, the groups led by female
age group of above 40 years, and male
paramedics in the age group above 40 years and
paramedics in the age group of above 40 years.
followed by male paramedics in the age group
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above 40 years, male paramedics in the age group preference by the male age group above 40 years,
of 20-40 years and female paramedics in the age the 5th preference by the female category of more
group of 20-40 years. Responding to the question than 40 years, the fourth one by male and female
related to KM helps to make decisions on patient age group of 20-40 years.
care and service on time, the opinions led by male The online learning module helped to establish a
paramedics in the age group of above 40 years, new way of communication among the
followed by female paramedics in the age group paramedics was a second preference by the male
of above 40 years, male paramedics in the age age group of 20-40 years and the 3rd preference
group of 20-40 years and female paramedics in by the female age group of 20-40 and the male
the age group of 20-40 years. Answering the age group of above 40 years. The same was the
question related to KM helps in providing 4th preference by the female age group above 40
information on curing patients, providing care, years. Lack of training in an online mode often
and health satisfaction, the opinions led by impacts on the effective service delivery to the
female paramedics in the age group of 20-40 ultimate patients was the 2nd, 3rd, 4th, and 5th
years and followed by male paramedics in the age preferences by the female age group above 40
group of above 40 years, male paramedics in the years, male age group of 20-40 years, male age
age group of 20-40 years, and female paramedics group of 40 years, and female age group of 20-40
in the age group of above 40 years. Participating years, respectively.
in the question related to KM helps in providing
Among the group
accurate and patient-specific service, the
Answering the question related to COVID-19
perception percentage led by male paramedics in
creates a new opportunity to learn technology-
the age group of 20-40 years and followed by
based applications in the health care services, the
female paramedics in the age group of 20-40
perception among the groups led by male
years, female paramedics in the age group of
paramedics in the age group of above 40 years,
above 40 years, and male paramedics in the age
male paramedics in the age group of 20-40 years,
group of above 40 years.
female paramedics in the age group of 20-40
Regarding COVID-19 attributes years, and female paramedics in the age group of
above 40 years. Joining the question for
Within the group
innovation in the field of medicines and
Responding to the question, new service
vaccinations become important for health care
demands and patients care in the wake of
industries to remain viable during post-pandemic
Omicron need an effective training mechanism to
market environment, the survey opinions led by
equip the paramedics to meet the challenges
male paramedics in the age group of above 40
stood first preference by both male and female
years, female paramedics in the age group of 20-
age group of 20-40 years, female members above
40 years, female paramedics in the age group of
40 years further chose it as their first preference,
above 40 years, and male paramedics in the age
but it was a second preference by the male age
group of 20-40 years. Responding to the question
group of 40 years. Responding to the query
related to online learning module helped to
related to COVID- 19, creating new opportunity to
establish a new way of communication among the
learn technology-based applications in the health
paramedics, the opinions led by the groups were
care services, male and female age group of 20-40
male paramedics in the age group of 20-40 years
years put it as the second preference; it was the
and followed by female paramedics in the age
first preference by the male age group of 40 years
group of 20-40 years, male paramedics in the age
and the third one by female age group of 40
group of above 40 years, and female paramedics
years. Answering the query related to innovation
in the age group of above 40 years.
in the field of medicines and vaccinations
Participating in the survey question related to the
becomes important for health care industries to
lack of training in an online mode often impacts
remain viable during a post-pandemic market
on the effective service delivery to the target
environment, it was observed as the second
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patients the opinions led by the female platforms with related digitization processes
paramedics in the age group of above 40 years, facilitate the utilization of telemedicine in mental
male paramedics in the age group of 20-40 years, health and primary care. The National Health
male paramedics in the age group of above 40 Mission (NHM) plays a crucial role in increasing
years, and female paramedics in the age group of the access of poor people to pre-natal and post-
20-40 years. Finally responding to the question natal care and improving the institutional
related to new service demands and patients care delivery system. Therefore, in the Ayushman
in the wake of Omicron needs an effective Bharat scheme, NHM should be accorded a
training mechanism to equip the paramedics to significant place. Government should invest in
meet the challenges of perceptions led by female internet connectivity and health infrastructure.
paramedics in the age group of 20-40 years, male
Conclusion
paramedics in the age group of 20-40 years,
The era of the pandemic in this 21st century is
female paramedics in the age group of above 40
quite a difficult period in the life of mankind. This
years, and male paramedics in the age group of
not only derailed the lives of common people, but
above 40 years.
also affected the health care sectors. This was
Suggestions because of the unexpected and uncertain phase of
Various knowledge management initiatives mankind for which we were not prepared.
would facilitate combating the harmful effect of In health care organizations, KM can be
the COVID-19 pandemic among healthcare considered as the core competence to meet
experts, the common public, and corporate. The challenges. The proposed paper discussed
government needs to involve doctors, experts, knowledge management and its role in
and business leaders in transforming the transforming the health care sector during the
healthcare sector. An effective knowledge on-going pandemic in India. KM can no longer be
management system entails high-class regarded as a standalone phenomenon rather it
connectivity, an educative online platform, carries the strategic importance in health care
community welfare, and an environment of trust organizations. KM and the related technologies
among the different sections of society such as will strengthen the delivery of services, and
healthcare, organizations, and government. The enhance the value generation leading to the
proper coordination among various institutes like overall transformation of the health care sector.
IITs, IIMs and NGOs, and the other agencies like In the present study, an attempt has been made
panchayats, and local administration is very to explore how and to what extent knowledge
crucial in facing with challenges and improving management contributed to the optimal situation
governmental response to protect the public of the health care sector during the crisis period.
health system. The innovative and fresh solutions In this direction, various attributes are
to the public health emergency can be achieved categorized into four segments. The analysis has
by adopting an appropriate digital health system. been carried out based on the performance of
Health care systems would be well equipped to health care, the basis of paramedics’
ensure proper patients care and safety of health performance, relied on patient care, service, and
workers if they make timely investments in satisfaction as well as COVID-related attributes.
telemedicine, etc. Heath infrastructure in India On the whole, the percentage of the actual score
should be strengthened by focusing on long-term to the maximum possible score is found to be
health priorities. Hospitals in India should be so more than 80%. This indicates that various sub-
developed that every ward in the hospital can be variables identified for the present research are
in a position to respond swiftly to any national precisely relevant and knowledge management
health emergency. The technology-enabled plays an important role in the health care sector
platforms serve as an alternate distribution for better discharge or performance of the
channel for providing delivery of the last-mile desired segments.
health care services. These technology-enabled
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HOW TO CITE THIS ARTICLE

Lakshmi Prasad Padhy, Ipseeta Satpathy, B.Chandra Mohan Patnaik. Transforming Health Care Services through
Knowledge Management during COVID-19 in India, J. Med. Chem. Sci., 2022, 5(6) 900-914
https://doi.org/10.26655/JMCHEMSCI.2022.6.4
URL: http://www.jmchemsci.com/article_148708.html

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