Quality and Reliability Aspects in Telehealth Systems

Quality and Reliability Aspects in Telehealth Systems

Anastasia N. Kastania (Athens University of Economics and Business, Greece) and Stelios Zimeras (University of the Aegean, Greece)
DOI: 10.4018/978-1-60566-988-5.ch115
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Abstract

In this chapter the authors investigate telehealth quality and reliability assurance. Various models and standards can be applied to assess software quality and reliability in telehealth platforms and there are also general principles for total quality management which can be adopted. There are also models to assess the quality of the system and the quality of care which are also presented. The approach based on user satisfaction, considers the expectation measurement as information which is not inextricably linked to quality. A different approach is the one based on expectations as well as on disconfirmation of user expectations. The underlying structural model is based on a modified SERVQUAL approach that consists of five dimensions (Tangibles, Reliability, Responsiveness, Assurance and Empathy) which have been consistently ranked by customers to be most important for service quality across all industries. The model can thus be used for evaluation of healthcare services and for planning improvements on services. All these aspects for telehealth systems design are discussed to formulate epistemic criteria for evaluation purposes.

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