Operations Research, Systems Engineering and Industrial Engineering Commons^™

Achieving Universal Liaisons And Healthcare Contact Center Centralization Through The Use Of Decision Support Tools, Jared S. Fiacco

Graduate Dissertations and Theses

Healthcare contact centers often experience a large volume of calls and traditional standardized guidelines can be difficult to follow during an active call. While more common workflows can be memorized, they change often because Healthcare is a dynamic field. Constant updates to workflows, an abundance of different processes and provider preferences, and a fast paced environment can lead Customer Service Liaisons (CSLs) to handle patient inquiries incorrectly. Active decision support tools enable a CSL to follow an updated workflow without needing to navigate through complex guidelines and emails. This research shows that contact center centralization through the use of decision …

The Application Of Usability Engineering Methods To Evaluate And Improve A Clinical Decision Support System, Kristine Desotto

Masters Theses

Delays in the process of diagnosing and treating cancer are common and lead to confusion and undesirable outcomes. Care coordinators are often embedded within the system of care to manage follow-up care. Electronic and real-time reminder systems can be used to support the care coordinator’s work, but electronic health record (EHR) usability is known to be poor. This study, completed in collaboration with the Department of Veterans Affairs (VA) Connecticut Healthcare System, evaluated the Cancer Coordination and Tracking System (CCTS), an EHR-linked, web-based tool for cancer care management.

A set of expert-driven and user-driven usability engineering methods was applied to …

Ensemble Machine Learning To Predict Family Consent For Organ Donation, Md Ehsan Khan

Graduate Dissertations and Theses

There is ever increasing disparity between number of organs needed for transplantation and numbers available for donation to save lives. As a result, thousands of people die every year waiting for organs. Therefore, it is now more important than ever before to take serious actions to decrease this disparity. One way to bridge gap between organ demand and supply is to increase family consent for organ donation. This research studied the factors associated with family consent. Machine Learning approach had been used in very few literature to understand factors related to family consent. This study uses six Ensemble Machine Learning …

Analyzing Factors Affecting Patient Satisfaction Using The Kano Model, Tejaswi Materla

Doctoral Dissertations

"Customer needs associated with the healthcare sector are constantly evolving with the technological advancements, rising costs, and shifts in patient demographics. Challenges associated with understanding patient needs impact the quality of care and life, safety, and satisfaction. The objective of this research was to develop a methodology to collect and analyze the needs associated with healthcare units that differ based on the type of care and services and patient perceptions over time. The proposed methodology provides insights into the voice of the customer through visualization of the relationship between the performance of quality attributes and customer satisfaction. Cronbach's alpha is …

Demonstrating The Functionality And Efficacy Of Blockchain-Based System In Healthcare Using Simulation Tools, Jad S. Mubaslat

Browse all Theses and Dissertations

Blockchain and cryptocurrencies have been a rapidly growing industry and area of academic research since Bitcoin's launch in early 2009. Blockchains have already been applied in spaces outside of finance, such as healthcare. This work explores the Bitcoin blockchain and a blockchain-based care coordination system through the use of modeling and simulation tools. Two agent based models are constructed: one to represent the Bitcoin blockchain, and a second to represent a blockchain-based care coordination system, MDChain. Insight is provided that is relevant to current issues within the Bitcoin community and predictions are made as to its future. The feasibility of …