A privacy management framework for mobile personal electronic health records in South Africa
- Authors: Els, Floyd Nathaniel
- Date: 2017
- Subjects: Medical records -- Data processing Medical records -- Access control Electronic records -- Security measures
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10353/12733 , vital:39316
- Description: South Africa’s health status is in constant dismay, especially while under the strain of the quadruple burden of disease. The adoption of personal electronic health records (PEHRs) can be seen as a means to improve this status by empowering patients to manage their health and lifestyle better. While from the healthcare provider’s perspective, PEHRs has the ability to reduce medical errors; provide better communication channels and enhance the monitoring of patients. Despite these benefits for both healthcare providers and patients, there are three distinct information security threats relating to PEHRs. These threats refer to the individual, data in transit, and at rest. South Africa is still considered to be inexperienced with PEHRs, and consider it a relatively new concept to the healthcare system. The National e-Health Strategy and Protection of Personal Information Bill were discussed and compared to international standards in order to ascertain South Africa’s current standing on mobile healthcare privacy. However, there are no specific privacy and security controls in place to protect patients that access personal electronic health records through mobile devices. Therefore, the aim of this study is the development of a privacy management framework (PMF) to mitigate these privacy concerns. Following an interpretivistic approach to research, qualitative data was analysed from literature, and the privacy framework evaluated through expert reviews. The proposed PMF consists of 3 tiers, beginning with the top tier. The first tier relates to an organisations interpretation and understanding of data privacy laws and regulations, and in ensuring compliance with these laws. The second tier refers to two support pillars to maintain the first tier. These pillars are based on elements of operational privacy, as well as auditing and reviewing. The third tier serves as the basic foundation upon which the PMF was developed. It is mainly focused with creating privacy awareness amongst healthcare providers and patients by creating: training regimes on security and privacy threats, efficient communication standards, and constant ongoing support from top level management.
- Full Text:
- Date Issued: 2017
- Authors: Els, Floyd Nathaniel
- Date: 2017
- Subjects: Medical records -- Data processing Medical records -- Access control Electronic records -- Security measures
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10353/12733 , vital:39316
- Description: South Africa’s health status is in constant dismay, especially while under the strain of the quadruple burden of disease. The adoption of personal electronic health records (PEHRs) can be seen as a means to improve this status by empowering patients to manage their health and lifestyle better. While from the healthcare provider’s perspective, PEHRs has the ability to reduce medical errors; provide better communication channels and enhance the monitoring of patients. Despite these benefits for both healthcare providers and patients, there are three distinct information security threats relating to PEHRs. These threats refer to the individual, data in transit, and at rest. South Africa is still considered to be inexperienced with PEHRs, and consider it a relatively new concept to the healthcare system. The National e-Health Strategy and Protection of Personal Information Bill were discussed and compared to international standards in order to ascertain South Africa’s current standing on mobile healthcare privacy. However, there are no specific privacy and security controls in place to protect patients that access personal electronic health records through mobile devices. Therefore, the aim of this study is the development of a privacy management framework (PMF) to mitigate these privacy concerns. Following an interpretivistic approach to research, qualitative data was analysed from literature, and the privacy framework evaluated through expert reviews. The proposed PMF consists of 3 tiers, beginning with the top tier. The first tier relates to an organisations interpretation and understanding of data privacy laws and regulations, and in ensuring compliance with these laws. The second tier refers to two support pillars to maintain the first tier. These pillars are based on elements of operational privacy, as well as auditing and reviewing. The third tier serves as the basic foundation upon which the PMF was developed. It is mainly focused with creating privacy awareness amongst healthcare providers and patients by creating: training regimes on security and privacy threats, efficient communication standards, and constant ongoing support from top level management.
- Full Text:
- Date Issued: 2017
Critical success factors for the implementation of an electronic health record system in the public health care sector of South Africa
- Katurura, Munyaradzi Caurage
- Authors: Katurura, Munyaradzi Caurage
- Date: 2017
- Subjects: Medical records -- South Africa -- Data processing Public health -- South Africa Medical records -- Access control -- South Africa.
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10353/13182 , vital:39472
- Description: South Africa intends to implement a National Health Insurance for its citizens, however, for this to be possible there is a need for registering and tracking all the patients who visit health care institutions. The use of EHRs was identified as the most suitable towards accomplishing the above-mentioned tasks. This study investigated other African countries’ EHR implementation efforts in order to identify the critical success factors for the implementation of EHR in South Africa’s public health system. The study conducted a structured literature review of articles written about EHR implementation in African countries and found that issues such as the high costs of implementation; resistance by health workers; a lack of suitable infrastructure; a lack of skills; political influence and poor government commitment were some of the challenges to the implementation of EHRs in African countries. The study then identified 6 critical factors that could address these challenges and ensure that EHR implementation is successful. Identified factors included Incentivising the health informatics career field to attract and retain ICT professionals; Encouraging participation of all stakeholders in the development process of EHR systems; Investigating and investing in alternative infrastructural facilities; Allocating separate budgets for E-health projects; Developing context relevant E-health implementation strategies and frameworks; and finally, Develop and implement Legislation specific to EHR implementation and continued use. Recommendations were also made on each factor regarding how it could be accomplished.
- Full Text:
- Date Issued: 2017
- Authors: Katurura, Munyaradzi Caurage
- Date: 2017
- Subjects: Medical records -- South Africa -- Data processing Public health -- South Africa Medical records -- Access control -- South Africa.
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10353/13182 , vital:39472
- Description: South Africa intends to implement a National Health Insurance for its citizens, however, for this to be possible there is a need for registering and tracking all the patients who visit health care institutions. The use of EHRs was identified as the most suitable towards accomplishing the above-mentioned tasks. This study investigated other African countries’ EHR implementation efforts in order to identify the critical success factors for the implementation of EHR in South Africa’s public health system. The study conducted a structured literature review of articles written about EHR implementation in African countries and found that issues such as the high costs of implementation; resistance by health workers; a lack of suitable infrastructure; a lack of skills; political influence and poor government commitment were some of the challenges to the implementation of EHRs in African countries. The study then identified 6 critical factors that could address these challenges and ensure that EHR implementation is successful. Identified factors included Incentivising the health informatics career field to attract and retain ICT professionals; Encouraging participation of all stakeholders in the development process of EHR systems; Investigating and investing in alternative infrastructural facilities; Allocating separate budgets for E-health projects; Developing context relevant E-health implementation strategies and frameworks; and finally, Develop and implement Legislation specific to EHR implementation and continued use. Recommendations were also made on each factor regarding how it could be accomplished.
- Full Text:
- Date Issued: 2017
The influence of social media service quality on client loyalty in the South African banking industry
- Authors: Gavaza, Bramwell Kundishora
- Date: 2017
- Subjects: Banks and banking -- South Africa Social media -- South Africa Customer loyalty -- South Africa
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10353/12903 , vital:39389
- Description: The advent of the Internet during the past two decades has changed the way in which businesses operate. Social media networks such as Facebook have become an essential communication element for businesses to interact with clients. The impact and growth rates of Facebook and other forms of social media have made it imperative for all businesses to ensure they have social media strategies in place. Following social media business trends, banks across the world have included social media to market their services. Banks are now emphasising the offering of high client service quality in order to retain clients in this highly competitive environment. Thus, South African banks, as is the case with global banks, need to continuously assess the quality of the services offered to their clients in order to sustainably maintain or grow their market share or to fully utilise its commercial opportunities. This study determined the influence of social media service quality on client loyalty in the South African banking industry. The primary objective was to examine the extent to which social media service quality influence client loyalty in the South African banking industry. The study also determined if social media system availability, efficiency, fulfilment, and privacy has influence on the overall service quality of social media in the South African banking industry. In addition, the study examined the relationship between overall service quality and client loyalty intention in the South African banking industry. The study used a quantitative research approach to collect and analyse the data, and a descriptive research design was utilised for the purpose of this study. Data was collected from both primary and secondary sources of data. An online survey was conducted through Survey Monkey, via a Facebook page titled: Social media service quality in the South African banking industry. An online questionnaire was administered via the Facebook page. The study used a sample of 377 respondents who are Facebook users of the five major banks in South Africa. Analysis and interpretation of findings was done using both the descriptive and inferential statistical measures, with the help of Statistical Package for Social Scientists (SPSS) 24 and Lisrel (version 9). The electronic social media service quality (E-S-SERVQUAL) scale which consist of five constructs, namely; social media system availability, efficiency, fulfilment, privacy and overall service quality; and client loyalty intentions were the scales that were adopted for this study. All the scales used in this study were found to be reliable and valid. Findings of the research study proved that social media system availability, fulfilment, and privacy has a significant influence on the overall service quality of social media in the South African banking industry. In addition, findings of the research revealed that social media efficiency does not significantly influence overall service quality of social media in the South African banking industry. Furthermore, findings of the research also proved that the overall service quality of social media positively influences client loyalty intention in the South African banking industry. The study recommended that managers and marketers should constantly evaluate, monitor, and improve the overall service quality of social media offered to their clients, as it leads to a corresponding increase in overall client satisfaction, which in turn leads to client loyalty in the South African banking industry. However, further research studies may be conducted in other developing countries to gain a wider understanding on the influence of social media service quality on client loyalty in the banking industry.
- Full Text:
- Date Issued: 2017
- Authors: Gavaza, Bramwell Kundishora
- Date: 2017
- Subjects: Banks and banking -- South Africa Social media -- South Africa Customer loyalty -- South Africa
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10353/12903 , vital:39389
- Description: The advent of the Internet during the past two decades has changed the way in which businesses operate. Social media networks such as Facebook have become an essential communication element for businesses to interact with clients. The impact and growth rates of Facebook and other forms of social media have made it imperative for all businesses to ensure they have social media strategies in place. Following social media business trends, banks across the world have included social media to market their services. Banks are now emphasising the offering of high client service quality in order to retain clients in this highly competitive environment. Thus, South African banks, as is the case with global banks, need to continuously assess the quality of the services offered to their clients in order to sustainably maintain or grow their market share or to fully utilise its commercial opportunities. This study determined the influence of social media service quality on client loyalty in the South African banking industry. The primary objective was to examine the extent to which social media service quality influence client loyalty in the South African banking industry. The study also determined if social media system availability, efficiency, fulfilment, and privacy has influence on the overall service quality of social media in the South African banking industry. In addition, the study examined the relationship between overall service quality and client loyalty intention in the South African banking industry. The study used a quantitative research approach to collect and analyse the data, and a descriptive research design was utilised for the purpose of this study. Data was collected from both primary and secondary sources of data. An online survey was conducted through Survey Monkey, via a Facebook page titled: Social media service quality in the South African banking industry. An online questionnaire was administered via the Facebook page. The study used a sample of 377 respondents who are Facebook users of the five major banks in South Africa. Analysis and interpretation of findings was done using both the descriptive and inferential statistical measures, with the help of Statistical Package for Social Scientists (SPSS) 24 and Lisrel (version 9). The electronic social media service quality (E-S-SERVQUAL) scale which consist of five constructs, namely; social media system availability, efficiency, fulfilment, privacy and overall service quality; and client loyalty intentions were the scales that were adopted for this study. All the scales used in this study were found to be reliable and valid. Findings of the research study proved that social media system availability, fulfilment, and privacy has a significant influence on the overall service quality of social media in the South African banking industry. In addition, findings of the research revealed that social media efficiency does not significantly influence overall service quality of social media in the South African banking industry. Furthermore, findings of the research also proved that the overall service quality of social media positively influences client loyalty intention in the South African banking industry. The study recommended that managers and marketers should constantly evaluate, monitor, and improve the overall service quality of social media offered to their clients, as it leads to a corresponding increase in overall client satisfaction, which in turn leads to client loyalty in the South African banking industry. However, further research studies may be conducted in other developing countries to gain a wider understanding on the influence of social media service quality on client loyalty in the banking industry.
- Full Text:
- Date Issued: 2017
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