Assignment: Business Process Re-Engineering
Prepared By:
Umair Ahmad
(SP22-BSE-007)
Submitted to:
Ma’am Javeria Umbreen
Submission Date:
17/6/2025
Part A: Main Challenges in MedCare’s Digital Transformation
1. Reluctance of Healthcare Workers to Embrace Digital Tools
A significant barrier to MedCare’s digital shift is the hesitation among medical staff to
transition from paper-based practices to digital systems. Despite deploying a modern AI-
powered healthcare platform, many professionals remain tied to manual record-keeping.
Several underlying reasons may explain this:
• Limited digital skills, particularly in rural health centers with minimal technological
infrastructure.
• Inadequate training and post-deployment support for staff.
• Anxiety about job loss, especially if AI tools are perceived as replacing human input
in clinical decisions.
• Deep-rooted reliance on traditional methods that have served them reliably for
years.
If not addressed through proactive change management—including upskilling,
reassurance, and involvement in decision-making—this resistance could significantly
hinder the platform’s success.
2. Underutilization of the Patient-Facing Mobile App
The patient mobile application, intended to bridge communication and enhance
accessibility, has seen poor adoption. While its purpose is to facilitate appointment
scheduling, remote check-ups, and access to records, it hasn’t resonated widely with
patients. Contributing factors include:
• Limited access to smartphones or reliable internet, especially in remote areas.
• Lack of digital familiarity or confidence among older or rural patients.
• Minimal awareness of how the app benefits health management.
• Skepticism about digital tools handling personal medical data.
A possible solution includes launching awareness drives, simplifying the app design, and
providing alternatives such as SMS-based interactions to better match patient preferences.
3. Errors in Prescription Processing and System Delays
For any healthcare IT system to be effective, reliability is non-negotiable. MedCare’s current
setup has suffered from bugs and operational delays, particularly in prescription
generation. Causes may include:
• Unresolved bugs in the software or UI.
• Unstable internet connections causing lost or incomplete transmissions.
• Server performance bottlenecks, especially during peak usage times.
• Absence of fallback mechanisms when the digital system fails.
Such glitches compromise care delivery, slow down processes, and can erode confidence
in the system—forcing practitioners to return to manual alternatives.
Part B: Key Metrics to Track Digital Transformation Success
After a year of implementation, it’s vital for MedCare to measure the success of its initiative
through a blend of quantitative and qualitative indicators. Below are five essential metrics
that should be tracked:
1. Rate of Digital System Use by Medical Staff
Definition: Measures how many healthcare professionals have integrated the system into
their daily tasks.
Why It Matters: High usage reflects confidence, proper onboarding, and a shift from paper-
based methods.
How to Measure:
• Track system login frequency and time spent per session.
• Compare manual vs. digital record volumes.
• Conduct periodic usage surveys.
Goal: Over 80% consistent user rate after one year.
2. Patient Engagement with Mobile App
Definition: Proportion of patients actively using the mobile platform for appointments or
records.
Why It Matters: Demonstrates the platform’s accessibility and perceived value from the
patient’s side.
How to Measure:
• Monthly app activity reports.
• Registration vs. active usage tracking.
• Frequency of patient interactions (e.g., appointment booking, viewing results).
Goal: At least 40% of patients actively using it each month.
3. Reliability of the System (Uptime and Errors)
Definition: Measures operational uptime and the rate of critical system issues.
Why It Matters: A stable system is crucial for medical reliability and maintaining user trust.
How to Measure:
• Automated logs for uptime/downtime.
• Reports on technical errors or crashes.
• Feedback from staff reporting interruptions.
Goal: Uptime above 99%; serious system faults fewer than 2 per month.
4. Efficiency of Diagnosis and Prescription Process
Definition: Time taken from patient intake to completion of diagnosis and issuance of
prescriptions.
Why It Matters: Reduced time here validates whether AI integration improves workflow
efficiency.
How to Measure:
• Monitor timestamps of patient interactions.
• Compare against historical averages from manual workflows.
Goal: At least a 40% reduction in average time compared to the previous process.
5. User Satisfaction (Both Staff and Patients)
Definition: General satisfaction levels based on ease of use, confidence in the system, and
service improvement.
Why It Matters: Satisfaction often signals long-term adoption and trust, beyond numerical
usage stats.
How to Measure:
• Monthly surveys or feedback sessions.
• Rating systems using a 1 to 5 scale.
• Open feedback for system improvement.
Goal: Minimum 4/5 satisfaction score from both groups.
Conclusion
MedCare’s shift toward a digital, AI-supported healthcare delivery model in East Africa
represents a significant advancement. While benefits such as improved speed and data
accessibility are emerging, challenges like user resistance, patient engagement gaps, and
system instability cannot be ignored.
Moving forward, MedCare should prioritize robust staff training, public awareness
campaigns, infrastructure reliability, and regular feedback collection. With careful
execution and consistent monitoring using the above metrics, the transformation can
become a sustainable success—benefiting both the caregivers and the communities they
serve.
