CENTRE FOR INFORMATION TECHNOLOGY (CfIT)

Business Analysis for Information - INFO810/2401

Assignment 3

Submitted to:
Dr Michael Bosu

Submitted by
Dana Roxas (23546677),
Dimithri Wellage (23538723),
Meththani Ranasinghe (23546456)
Improving Patient Experience:
A Business Case for Implementing a Chatbot System
Dana Roxas, Dimithri Wellage, Meththani Ranasinghe

INTRODUCTION EVALUATIONOF
EVALUATION OF POTENTIAL
POTENTIAL SOLUTIONS*
SOLUTIONS

Victoria Clinic’s Current Problems: New PMS Integrate AI-Powered

Metric Do Nothing MedTech Patient Portal Chatbot System
Increased Patient Complaints Balanced Scorecard [1]
and Scheduling Issues Ease of use (0.4) 1 3 4 5
Alignment with goals (0.2) 1 5 4 5
Reduction in errors (0.2) 1 4 4 4
Limitations of the Existing Scalability (0.2) 1 5 4 5
Patients Management System Total 1 4 4 4.8
Critical Success Factors [2]
Cost-effectiveness 5 3 4 3
Communication and Implementation time 5 3 4 3
Engagement Challenges Impact on patient satisfaction 1 4 3 5
Impact on staff efficiency 1 3 4 5
Total 3 3.25 3. 75 4
Need for a Comprehensive Risks [3]
Information Technology Implementation issues Low Risk High Risk Medium Medium
Solution Data issues Low Risk High Risk Medium Medium
Low user adoption N/A High Risk High Risk Low Risk
Overall Low Risk High Risk Medium-High Low-Medium

* Evaluation scores are based on research studies: [4], [5], [6]

BUSINESS STRATEGY RECOMMENDED SOLUTION

Implement a Chatbot Operational

System Utilizing AI Efficiency
Streamline Appointment
Scheduling Process

Improve Staff Training and AI-Powered Improved

Automate Routine Tasks High ROI Chatbot Patient
BUSINESS NEED System Experience
Enhance Patient Communication
Channels

Monitor and Analyze Patient Scalability

Automate Decrease time
appointment spent on Feedback Risks:
scheduling repetitive tasks • Integration issues
1
Reduce pressure STRATEGY ANALYSIS METHODS • Data privacy and security
Improve patient
on the contact 2
experience
center SWOT-PESTLE Analysis • Technical issues
3
Increase the • To understand both internal and • Low user adoption
number of external factors 4

patients served • Effective for information systems

• Quick and cost-efficient
References:

Appointment Cost-Benefit Analysis

Scope [1] Van Grembergen, W., & Van Bruggen, R. (1997). Measuring and
management • To assess financial feasibility and ROI improving corporate information technology through the balanced
scorecard. University of Antwerp.
[2] Rockart, J. F. (1979). Chief executives define their own data needs.
Harvard business review, 57(2), 81-93.
Access to Symptom Stakeholder Analysis [3] Waheed, N., Ikram, M., Hashmi, S. S., He, X., & Nanda, P. (2022, October).
An empirical assessment of security and privacy risks of web-based
clinical and disease Chatbots. In International Conference on Web Information Systems
records • To understand stakeholders' needs Engineering (pp. 325-339). Cham: Springer International Publishing.
information [4] Koman, J., Fauvelle, K., Schuck, S., Texier, N., & Mebarki, A. (2020).
Physicians’ perceptions of the use of a chatbot for information seeking:
Qualitative study. Journal of medical Internet research, 22(11), e15185.
Root Cause Analysis [5] Abd-Alrazaq, A. A., Alajlani, M., Ali, N., Denecke, K., Bewick, B. M., &
Medication Patient Househ, M. (2021). Perceptions and opinions of patients about mental
health chatbots: scoping review. Journal of medical Internet research, 23(1),
management support • To identify causes e17828.
[6] Mackenzie, H. (2006). The introduction of the clinical module of a
primary care patient management system into a family planning
association. Studies in Health Technology and Informatics, 122, 632-635.