A Conceptual Model for Multichannel Interaction in Healthcare Services | Zendy

Ailton Moreira | Zendy; Tiago Guimarães | Zendy; Manuel Filipe Santos | Zendy

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A Conceptual Model for Multichannel Interaction in Healthcare Services

Author(s) -

Ailton Moreira,

Tiago Guimarães,

Manuel Filipe Santos

Publication year - 2020

Publication title -

procedia computer science

Language(s) - English

Resource type - Journals

SCImago Journal Rank - 0.334

H-Index - 76

ISSN - 1877-0509

DOI - 10.1016/j.procs.2020.10.074

Subject(s) - computer science , conceptual model , health care , process (computing) , interaction model , conceptual framework , covid-19 , health services , knowledge management , human–computer interaction , data science , world wide web , medicine , sociology , social science , population , disease , environmental health , pathology , database , infectious disease (medical specialty) , economics , economic growth , operating system

Multichannel interaction services have grown and evolved a lot in many sectors and their potential has been demonstrated in terms of monitoring and engaging with customers In healthcare, has a tremendous impact on health organization as well to patients In a multichannel interaction, environment patients can interact with health professionals across many channels without losing previous interactions, i e patients have a continuity of services across different channels This paper aims to introduce a conceptual model of multichannel interaction in healthcare services The model addresses all main actors involved in the process of multichannel interaction The model proposed was validated through a proof of concept with a proposed artefact designed during the pandemic of new coronavirus COVID-19 © 2020 The Authors Published by Elsevier B V

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