Mobile Communication within Healthcare Environment : A Case Study at Danderyds University Hospital

Abstract: Organizations within the healthcare industry are under a constant pressure with a continuousgrowth, resulting in a larger number of patients in need of attention and an increased demandfor healthcare services. The pressure put on the different departments at hospitals challengesthe communication channels within the organization. This in turn prevents the employeesfrom driving change efficiently where a perceived lack of information flow and fragilecommunication is the cause. To facilitate a transition, ICT is acting as a fundamental driverfor a transformation, where emerging technologies are changing the workflow inorganizations. It has contributed with mobile applications to work as solutions to enhancecommunication by improving connectivity and facilitating information flow. Therefore, thepurpose of the report was to investigate how a mobile application could help to enhance theinternal communication in the healthcare sector.For the master thesis, the investigation has been realized by conducting a descriptive casestudy at the infectious disease department. Findings were derived from observations, threeinterviews with representatives from the management and a pilot study consisting of thirteenpeople. The process was to observe existing communication channels, obtain a needs analysisfrom the management regarding improvement factors as well as implement and evaluate amobile application as a new communication channel based on their requirements.From the initial observations and interviews it was possible to identify a gap between themanagement’s information distribution and the employees’ information receiving. This wasaddressed by implementing, testing and evaluating a mobile communication channel in orderto make the information more accessible. It was discovered that by dividing employees intosmaller groups with their own specific purpose, it was possible to direct information andprevent information overload. By establishing a mobile communication channel the workflowat the department could be improved with a facilitation of transmitting information as a result.