Journal article Open Access

Service Blueprint for Improving Clinical Guideline Adherence via Mobile Health Technology

Y. O'Connor; C. Heavin; S. O' Connor; J. Gallagher; J. Wu; J. O'Donoghue


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    "description": "Background: To improve the delivery of paediatric\nhealthcare in low resource settings, Community Health Workers\n(CHW) have been provided with a paper-based set of protocols\nknown as Community Case Management (CCM). Yet research has\nshown that CHW adherence to CCM guidelines is poor, ultimately\nimpacting health service delivery. Digitising the CCM guidelines via\nmobile technology is argued in extant literature to improve CHW\nadherence. However, little research exist which outlines how (a) this\nprocess can be digitised and (b) adherence could be improved as a\nresult. Aim: To explore how an electronic mobile version of CCM\n(eCCM) can overcome issues associated with the paper-based CCM\nprotocol (inadequate adherence to guidelines) vis-\u00e0-vis service\nblueprinting. This service blueprint will outline how (a) the CCM\nprocess can be digitised using mobile Clinical Decision Support\nSystems software to support clinical decision-making and (b)\nadherence can be improved as a result. Method: Development of a\nsingle service blueprint for a standalone application which visually\ndepicts the service processes (eCCM) when supporting the CHWs,\nusing an application known as Supporting LIFE (SL eCCM app) as\nan exemplar. Results: A service blueprint is developed which\nillustrates how the SL eCCM app can be utilised by CHWs to assist\nwith the delivery of healthcare services to children. Leveraging\nsmartphone technologies can (a) provide CHWs with just-in-time\ndata to assist with their decision making at the point-of-care and (b)\nimprove CHW adherence to CCM guidelines. Conclusions: The\ndevelopment of the eCCM opens up opportunities for the CHWs to\nleverage the inherent benefit of mobile devices to assist them with\nhealth service delivery in rural settings. To ensure that benefits are\nachieved, it is imperative to comprehend the functionality and form\nof the eCCM service process. By creating such a service blueprint for\nan eCCM approach, CHWs are provided with a clear picture\nregarding the role of the eCCM solution, often resulting in buy-in\nfrom the end-users.", 
    "language": "eng", 
    "title": "Service Blueprint for Improving Clinical Guideline Adherence via Mobile Health Technology", 
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    "references": [
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    ], 
    "keywords": [
      "Adherence", 
      "community health workers", 
      "developing\ncountries", 
      "mobile clinical decision support systems", 
      "CDSS", 
      "service\nblueprint."
    ], 
    "publication_date": "2015-10-02", 
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