AN EMPIRICAL-STUDY OF A COMPUTERIZED MANAGEMENT-SYSTEM IN AMBULATORY SERVICES AT CHANG-GUNG-MEMORIAL-HOSPITAL IN TAIWAN

This empirical study presents the motivation, planning process, system architecture, diffusion process, performance and the cost-benefits of a computerized system to automate the ambulatory services at Chang Gu ng Memorial Hospital in Taiwan. The technology substitution and diffus ion is analysed using both the Fisher-pry growth model and Gompertz mo rtality model. Major issues and behaviour patterns through the life-cy cle stages of initiation, growth, stabilization and maturity are discu ssed. Comparisons of the performance before and after the automation, in terms of charging operation, error rates in medication dispensing, patients' satisfaction level and patients' waiting time, all indicate significant improvements. The pay-back period based on the first-year tangible benefits only is estimated to be 2.8. Factors accounting for the success include top-level management commitment, cross-functional teams, training and promotion, system reliability and availability, an d the right conversion strategy.