Graduate School of Business


Doctor of Business Administration (DBA)


Angela Cline


Health Information Technology, Management, Healthcare, Quality Care, Business reputation, efficiency




Health information technology can improve quality care delivery, thereby boosting the healthcare business reputation. However, it can negatively affect quality care delivery and lead to a negative business reputation if not efficiently managed. This single qualitative study aimed to explore the causes of the inefficiencies in managing health information technology and strategies that healthcare organizations use to ensure its efficiencies. In a purposive sample, the researcher conducted telephone interviews with twenty-one participants from Lancaster General Hospital. The participants comprised medical doctors, Doctor of Nursing practitioners, managers of health informatics, and informatics specialists working in various divisions and E-health operations. Other participants included the director of quality improvement within Epic Solutions and clinical applications, the director of health information management, the entity and privacy officer, the risk department manager, the executive director of ACO inter-community care, the pharmacist, and the director of operations. Data collected and analyzed yielded four themes: Users face various management challenges leading to HIT management efficiencies, primarily due to a need for adequate training. Strategies used to ensure the efficient management of health information technology comprised the use of robust policies and procedures, Management issues leading to the disruption of health information technology due to the issues with the design of tools of HIT, and Users reported more potential than actual impact on business reputation as judged through external organization ratings. This study could positively impact social change by fostering efficiencies in its adoption, implementation, and use, which could enhance better care delivery.

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