Impact of Information and Communication Technologies on Delivery of Health Care Services

Kęstutis Štaras, Monika Mačiulienė, Viktorija Stokaitė


This paper analyses the influence of Information and Communication Technologies (ICT) in the delivery of healthcare services in order to find out the opinion of health care professionals. The results of 2010 and 2012 survey in Centre Clinic (Vilnius, Lithuania) are analysed and compared. The research topic is very relevant, given the spread and prevalence of the ICT. It should be noted that the rapid development of the ICT has led to miscellaneous changes (new organizational tools, changes in management practices), which resulted in internal and external transformations in health institutions. Health care institutions are facing various challenges as an outcome of the ICT development, including innovative thinking, collaboration and the need for authorities to foster synergy in health care institutions. Analogical results of foreign researchers confirmed the importance of organizational communication. Due to the influence of technological development on the ways health care institutions are operating, this study is particularly relevant in the light of the need for co-operation and dynamic linkages to organizational processes.
In this paper, methods of literature analysis as well as review of foreign best practices are applied. To collect empirical data, a survey was conducted in Centre Clinic (Vilnius, Lithuania) in 2010 and 2012. In 2010, 144 health care professionals (who used the ICT in their workplace) were surveyed, whereas in 2012, 252 health care professionals were interviewed. Case study analysis was made, based on the empirical results. According to their working experience, specialization,
and computer literacy, empirical data were compared on these dimensions:
• Influence of the currently used ICT on the quality of health care services;
• Influence of the ICT on the quality and accessibility of health care services;
• Development and spread of the ICT in health care facilities;
• Importance of the ICT used in the facility when applying for a job position.
The paper includes research review and identification of common criteria, which derived from the analysis of scientific literature on the influence of the ICT on health care delivery.
As an outcome of the ICT development, health care institutions are facing various challenges, including lack of innovative thinking, collaboration and synergy between members of organizations. The results of this research and available foreign studies confirmed the importance of organizational communication, therefore, it is recommended to carry out further investigations to find the reasons why the opinion of health care professionals on the ICT has deteriorated.


health policy; e-health; information and communication technologies; health care services

Full Text:

PDF (Lietuvių)


Accenture (2012) Connected Health: The Drive to Integrated Healthcare Delivery. Pasiekta per <2013 06 01>.

Audet AM, Doty MM, Peugh J, Shamasdin J, Zapert K, Schoenbaum S. Information technologies: when will they make it into physicians' black bags? MedGenMed. 2004; 6:2. PubMed

Beuscart R., Chazard E., Duchêne J., Ficheur G., Renard J.-M., Rialle V., Souf N. 2013. La e-Santé. Informatique médicale, e-Santé 2013, pp 437-461.

Department of Health, Social Services and Public Safety: ICT Training Group (2007) Knowledge, Skill and Attitude of NI DHSSPS Healthcare Professionals towards Information and Communication Technology : Report of a Northern Ireland Survey. DHSSPS, Belfast

Europos komisija (2004) „Commission of the European Communities. E-Health - making healthcare better for European citizens: An action plan for a European e-Health Area“ URL:

Europos Bendrijų Komisija (2007) Europos pirmaujančios rinkos iniciatyva. Pasiekta 2013.05.30. URL:〈=lt&ihmlang=lt&lng1=lt,lt&lng2=bg,cs,da,de,el,en,es,et,fi,fr,hu,it,lt,lv,mt,nl,pl,pt,ro,sk,sl,sv,&val=461939:csEuropos komisija (2012) eHealth Action Plan 2012-2020. Pasiekta 2013.05.30. URL:

Europos Komisijos komunikatas Europos Parlamentui, Tarybai, Europos ekonomikos ir socialinių reikalų komitetui ir Regionų komitetui (2012) 2012–2020 m. E. sveikatos veiksmų planas. Novatoriška sveikatos priežiūra XXI amžiui. URL:

Hammer M., Champy J., Lereengineering, Paris, Dunod, 1993.

Hardey M. 2004.Internet et société : reconfigurations du patient et de la médecine ? Sciences sociales et santé. Volume 22, Numéro 22-1, Mars 2004, p. 21-43.

Hassenteufel P. 2013. Quelle européanisation des systèmes de santé ? Informations sociales 1/2013 (n° 175), p. 48-59. URL :

Hubner, Ur. (2010). IT adoption of clinical information systems in Austrian and German hospitals: results of a comparative survey with a focus on nursing; BMC Medical Informatics and Decision Making; Volume 10, issue 8, pages 1-12.

Institute of Medicine. Crossing the Quality Chasm: A New Health System for the 21st Century. Washington, DC: National Academy Pr; 2001.

Legris, P., Ingham, J., & Collerette, P. (2003) Why do people use information technology: A critical review of the technology acceptance model. Information & Management, 40, 191-204.

Lewis, W., Agarwal, R., & Sambamurthy, V. (2003) Sources of Influences on Beliefs about Information Technology Use: An Empirical Study of Knowledge Workers, MIS Quarterly, 27 (4) 657-678.

Lietuvos Statistikos departamentas (2011) "Informacinės technologijos sveikatos priežiūros įstaigose” URL:

Lorenzo S., Mira J.J., Are Spanish physicians ready to take advantage of the Internet? World Hospitals And Health Services: The Official Journal Of The International Hospital Federation [World Hosp Health Serv] 2004; Vol. 40 (3), pp. 31-5, 41-3.

Ndiaye, Diarra. Analyse communicationnelle des systèmes d‘information dans le secteur de la santé (2000-2012) : l’exemple de l’implantation de deux logiciels dans les pratiques de la clinique mutualiste La Sagesse de Rennes – 2013. URL :

Organisation for Economic Co-operation and Development. 2010. Improving Health Sector Efficiency: The Role of Information and Communication Technologies. OECD Health Policy Studies. Paris: OECD Publishing. Accessed February 16, 2011.,3746,en_2649_33929_45501565_1_1_1_1,00.html

Poon, Eric (2006). Assessing the level of healthcare information technology adoption in the United States: a snapshot; Medical Informatics and Design, Volume 6, issue 1.

Pukėnas, K. Sportinių tyrimų duomenų analizė SPSS programa. Kaunas. Lietuvos kūno kultūros akademija, 2005.

Rahimi B. (2008) Implementation of Health Information Systems, Linköping Studies in Science and Technology. Thesis, ISSN 0280-7971; 1387

Sylvie Grosjean et Luc Bonneville « Logiques d'implantation des TIC dans le secteur de la santé », Revue française de gestion 3/2007 (n° 172), p. 145-157. URL :

Smith MF. E-Health: Roadmap for 21st Century Health Care Consumers. Paris: Organisation for Economic Co-operation and Development Forum 2004: Health of Nations; 2004.

The Health Information Technology Interactive Database. Accessed 17 March 2006.

Vozikis A., Ypofanti M., Papadopoulos I., Attitudes towards the use of information and communication technologies (ICT) at work: Findings from the health care sector in Greece, Journal of Economic and Business, Vol. 60, No 1-2, (2010).

Ward R, Stevens C, Brentnall P, Briddon J. The attitudes of health care staff to information technology: a comprehensive review of the research literature. Health Info Libr J. 2008;25(2):81-97.



  • There are currently no refbacks.

"Health Policy and Management" ISSN online 2029-9001 / ISSN print 2029-3569