A maturity model for omnichannel adoption in health care institutions.

ABSTRACT: Omnichannel adoption in healthcare service has recently become widely discussed as healthcare institutions struggle to keep up with changing patient expectations and technological advances. However, the need for a standard model for addressing this issue has left many healthcare institutions working to implement effective strategies. This study aims to establish a comprehensive model to evaluate adopting an omnichannel strategy in healthcare. To this purpose, two main objectives were pursued: i) identify and describe the different stages of maturity in adopting omnichannel strategy by healthcare institutions; ii) address the gaps identified in the literature and propose a roadmap to be followed to attain greater maturity levels. This roadmap is presented to healthcare institutions based on

SUBMITTER: Moreira A 

PROVIDER: S-EPMC11471168 | biostudies-literature | 2024 Oct

REPOSITORIES: biostudies-literature