The Impact of Digital Transformation in Treatment on Customer Satisfaction at Al Mafraq Hospital: A Case Study

Abstract

Digital transformation in the field of healthcare and treatment has significantly impacted customer satisfaction in several ways. Service quality, waiting time, trust and cost are factors that were digitalized at Al Mafraq Hospital. In this case study, these factors are examined to investigate the digitalization of treatment on patients’ satisfaction. Customer satisfaction is mostly affected by service quality. The result of this study reinforces the need of hospital managers to focus on the basic dimensions of service quality from a digital perception, as it is necessary to start improving and developing service quality in order to increase customer satisfaction. Digitalizing of treatment procedures need to be accomplished from different dimensions, in order to enhance the satisfaction of Mafraq Hospital clients. Key accomplishments at Al Mafraq Hospital include 80% of patients expressing satisfaction with doctor-patient communication, an average consultation waits time of 20 to 45 minutes, though pharmacy wait times are notably longer due to insurance processing, and about 95% of hospital staff finding medical fees reasonable to high. The results revealed that digital transformation of treatment is important to focus on providing successful, high-quality services. Effectively improving service quality is essential and critically important to patient’s satisfaction.