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Exploring the relationship between technology adoption orientation, capabilities, service offering and patient satisfaction in general practice : a study of 21 surgeries in the West Midlands
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Hadeed, Reem (2022) Exploring the relationship between technology adoption orientation, capabilities, service offering and patient satisfaction in general practice : a study of 21 surgeries in the West Midlands. PhD thesis, University of Warwick.
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Official URL: http://webcat.warwick.ac.uk/record=b3978619
Abstract
General Practices (GPs) surgeries are the first point of call when it comes to medical care and the gatekeeping of secondary care (hospitals). Therefore, difficulties in accessing GPs services and obtaining appropriate appointments do apply pressure on the whole healthcare system. With the emergence of Covid-19, the global pandemic raises particular challenges for GPs, where the service has to be delivered to patients when physical contact is not possible.
The adoption of technology is associated with the introduction of new service offerings to meet the new market needs in the volatile market, as discussed in the strategic management literature. The importance of renewal and reconfiguration of firms’ resources and capabilities in order to implement a new service offering has been emphasised in the theories of dynamic capabilities view and resource-based view (RBV).
In line with the abductive research logic, which was underlined by the author’s critical realism, the research design developed to address two phases: theoretical and empirical. The former aims to explore underpinning theory and applied literature related to develop a conceptual framework to serve as a guide for empirical study. The latter is a case-based research method which is adopted to empirically test the conceptual framework and emerge the new findings.
The research findings concluded that there are three types of surgeries which have different associated characteristics in regard service offering. This research highlights the understandings of the transformation process from service offering (state 1) to (state 2) during Covid-19. Subsequently, the thesis provides the theoretical and practical contributions by developing a conceptual framework that can be used by academic research and practitioners in healthcare sector. Finally, the limitations and future research opportunities are highlighted.
Item Type: | Thesis (PhD) | ||||
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Subjects: | R Medicine > R Medicine (General) R Medicine > RA Public aspects of medicine > RA0421 Public health. Hygiene. Preventive Medicine |
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Library of Congress Subject Headings (LCSH): | Family medicine -- Practice -- Great Britain, Family medicine -- Case studies, Medicine -- Practice, Patient satisfaction, Health services administration -- Information technology, Medical care -- Information technology | ||||
Official Date: | December 2022 | ||||
Dates: |
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Institution: | University of Warwick | ||||
Theses Department: | Warwick Manufacturing Group | ||||
Thesis Type: | PhD | ||||
Publication Status: | Unpublished | ||||
Supervisor(s)/Advisor: | Godsell, Janet ; Arvanitis, Theodoros N. | ||||
Format of File: | |||||
Extent: | 281 pages : illustrations | ||||
Language: | eng |
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