A Holistic Framework of Strategies and Best Practices for Telehealth Service Design and Implementation
Author URLs
Document Type
Book Chapter
Publication Date
2022
Subject: LCSH
Medical telematics, Holistic medicine, ITIL (Information technology management standard), Health services administration, Medical care
Abstract
Telehealth refers to the use of electronic media to support a broad range of remote services such as patient care, education, and monitoring. Drawing upon the “design thinking” framework, a holistic approach to telehealth service design would be one that takes into consideration the multiple, interdependent dimensions of telehealth services, including processes, user-experience, and sustainability. The information technology infrastructure library (ITIL) is a well-known framework of best practices in IT service management. However, as a stand-alone resource, it is limited in being able to provide a meaningful set of strategies for telehealth service design and implementation for clinicians and healthcare leaders. The ITIL framework emanated from an industry-based approach to developing best practices for IT service management. This paper takes an organizational theory-based approach to identifying strategies for telehealth service design and implementation. These strategies are then integrated with practices put forth by the ITIL framework, to develop a “holistic framework” of strategies and best practices for telehealth service design and implementation, intended to be meaningful to clinicians, healthcare leaders, and IT service managers alike. The primary purpose of this paper is to integrate theory-based “design thinking” and “consolidated framework for implementation research (CFIR)” frameworks, with the existing industry-based ITIL framework, to develop a holistic framework of strategies and best practices for telehealth service design and implementation. A supplemental purpose is to apply the holistic framework to cases of success and failure in telehealth services, to discuss implications for practice and future research.
DOI
10.1007/978-3-030-87273-1_16
Repository Citation
Rangachari, P. (2022). A Holistic Framework of Strategies and Best Practices for Telehealth Service Design and Implementation. In: Pfannstiel, M.A., Brehmer, N., Rasche, C. (eds) Service Design Practices for Healthcare Innovation. Springer, Cham. https://doi.org/10.1007/978-3-030-87273-1_16
Publisher Citation
Rangachari, P. (2022). A Holistic Framework of Strategies and Best Practices for Telehealth Service Design and Implementation. In: Pfannstiel, M.A., Brehmer, N., Rasche, C. (eds) Service Design Practices for Healthcare Innovation. Springer, Cham. https://doi.org/10.1007/978-3-030-87273-1_16
Comments
© 2022 The Author(s), under exclusive license to Springer Nature Switzerland AG.
Chapter included in the book, Service Design Practices for Healthcare Innovation: Paradigms, Principles, Prospects, pp 315–335.