Enhancing Digital Record-Keeping Efficiency in Healthcare Secretarial Departments: A Case Study

Thesis Abstract

The increasing complexity of healthcare delivery and the proliferation of digital technologies have underscored the critical need for efficient record-keeping systems within healthcare secretarial departments. Despite advancements, many healthcare institutions continue to face challenges related to disorganized, redundant, and inefficient digital record management, which hampers operational effectiveness, patient safety, and data confidentiality. This study aims to examine strategies for enhancing digital record-keeping efficiency within healthcare secretarial departments, using a single tertiary hospital as a case study in a metropolitan city. The specific objectives are to identify current practices and challenges, evaluate the impact of digital technologies on workflow efficiency, and propose an optimized digital record-keeping framework tailored to the hospital’s operational context. Employing a mixed-methods research design, the study integrates qualitative and quantitative approaches to provide a comprehensive understanding of the phenomenon. The quantitative component involves a survey of 120 secretarial staff members selected through stratified random sampling, aimed at assessing perceptions of current digital record management practices, workflow efficiencies, and user satisfaction. Data collection instruments include a structured questionnaire validated through face and content validity procedures and tested for reliability with a Cronbach’s alpha coefficient of 0.89. The qualitative component comprises semi-structured interviews with 15 key informants, including department heads, IT personnel, and administrative supervisors, to explore contextual factors influencing record-keeping practices. Data from the questionnaires will be analyzed using descriptive statistics, correlation analysis, and multiple regression analysis to identify factors significantly affecting record-keeping efficiency. Thematic analysis will be employed to interpret qualitative data, facilitated by NVivo software, to uncover underlying issues and stakeholder perspectives. The study draws theoretical grounding from the Technology Acceptance Model (TAM) and the Information Systems Success Model (ISSM), which provide insights into user acceptance and system effectiveness. It is anticipated that findings will reveal significant correlations between digital literacy, system usability, training adequacy, and record-keeping efficiency. Additionally, the study expects to identify specific barriers such as inadequate infrastructure, resistance to change, and lack of continuous training, which hinder effective digital record management. Expected results include quantifiable evidence of improved workflow efficiency and data accuracy following targeted interventions, as well as qualitative insights into user experiences and organizational culture related to digital records management. The findings will contribute to the existing body of knowledge by providing empirical evidence on the determinants of digital record efficiency in healthcare settings, particularly within secretarial departments, an area with limited focused research. The main conclusion will emphasize the importance of integrated digital literacy programs, user-centric system design, and ongoing professional development in enhancing record management practices. Recommendations will include the adoption of a comprehensive digital record-keeping framework that incorporates standardized procedures, regular training sessions, and infrastructural upgrades aligned with best practices. Furthermore, the study will advocate for policy implementations that foster a culture of continuous improvement and technological adaptation in healthcare secretarial functions. Overall, this research aims to produce actionable strategies for healthcare administrators and policymakers to optimize digital records management, thereby improving overall healthcare service delivery, safeguarding patient information, and fostering sustainable technological advancement within the healthcare sector.