The Telemedicine Service Maturity Model: A Framework for the Measurement and Improvement of Telemedicine Services

Abstract

General consensus exists that information and communication technology has the potential to enhance health systems applications and many good examples of such applications exist all over the world. Unfortunately, with respect to eHealth and telemedicine, there are also examples of disillusionment and scepticism. Many studies acknowledge the importance and challenge of finding models suitable for use in the facilitation, evaluation, and measurement of the success rate of eHealth and telemedicine projects. These measures are vital for facilitating the success, sustainability and optimisation of telemedicine services [ -]. . . PurposeThe purpose of this chapter is to present the TeleMedicine Service Maturity Model TMSMM , a maturity model, including a capability statements that can be used to measure and manage the maturity of any telemedicine process. . . Why a maturity model?In many respects, telemedicine projects have experienced similar problems to those of the US military projects, implemented during the s. These projects, involving software contractors, ran over-budget and were completed far later than planned, if at all. In order to address this, the US Defense Software Engineering Institute SEI developed a process maturity framework to aid in the capability evaluation of the software contractors, to be used as part of the contract awarding process [ ]. This model, which was orginally based on Crosby s Quality Management Maturity Grid [ ], became the Capability Maturity Model CMM and later the © 2013 Dyk and Sch"""e; licensee InTech. This is an open access ar"icle dis"rib""ed "nder "he "erms of "he Crea"ive Commons A""rib""ion License (h""p://crea"ivecommons.org/licenses/by/3.0), which permi"s "nres"ric"ed "se, dis"rib""ion, and reprod"c"ion in any medi"m, provided "he original work is properly ci"ed.Capability Maturity Model Integration CMMI . The CMM and CMMI also serve as compliance standards [ , ].The CMM was the inspiration for the development of dozens of other maturity models which were developed and applied in various domains and contexts. With a maturity model the maturity i.e. competency, capability, level of sophistication of a selected domain is assessed based on a more or less comprehensive set of criteria. [ ]. Maturity models, firstly, provide a way of measuring the status quo by means of maturity level indicators. Secondly, they facilitate an improvement process that best suits the enterprise, while remaining within the prescribed best practice parameters of the particular domain [ ].Most definitions of maturity combine an evolutionary or experiential element with the adoption of good or appropriate practice [ ]. It is proposed that a telemedicine service maturity model will address the need for a framework that can be used to measure and grow the maturity of existing and prospective telemedicine services. This model should be useful for self-assessment and well as benchmarking to guide a telemedicine service or project towards the identification and adoption of best practices. . . Maturity m...

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