Reflecting upon lessons learnt from the COVID-19 pandemic in Italy, this study discusses the need to shift from hospital to community/home care leveraging the digital technologies. Specifically, first, the main healthcare service settings are compared in the light of the structure-systems lens to detect elements useful to characterize the physical, digital, and social realms of the service experience, as proposed in an integrated three-dimensional framework. Then, focusing on the example of telerehabilitation, the shift to digital care is reconceptualized through the VSA information variety model (IVM) highlighting how the cognitive view of service interaction contributes unraveling the possible physical/digital dilemma.
Unraveling the physical/digital dilemma in healthcare service systems in the light of a structure/systems view
Saviano Marialuisa
;Perillo Claudia;
2022-01-01
Abstract
Reflecting upon lessons learnt from the COVID-19 pandemic in Italy, this study discusses the need to shift from hospital to community/home care leveraging the digital technologies. Specifically, first, the main healthcare service settings are compared in the light of the structure-systems lens to detect elements useful to characterize the physical, digital, and social realms of the service experience, as proposed in an integrated three-dimensional framework. Then, focusing on the example of telerehabilitation, the shift to digital care is reconceptualized through the VSA information variety model (IVM) highlighting how the cognitive view of service interaction contributes unraveling the possible physical/digital dilemma.I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
