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Abstract
Technology Usage has become an important topic because of disruptions in the healthcare space in recent years. Long wait times and service delivery times, reduced patient engagement and interaction on care plans, lack of access to just-in-time healthcare records, diverse IT infrastructure with little or no interoperability and frequent server downtimes are some of the critical issues that could leverage current technology solutions to engage with patients before, during and post encounter visits. This research extends the Unified Theory of Acceptance and Use of Technology, (the UTAUT2) model by examining the role of technology use in influencing patient outcomes and experience. The study also investigates how healthcare service modality (Brick& Mortar, Hospital at Home, Mobile/Telehealth) impacts the association between technology use and patient outcomes. Specifically looking at how different healthcare modality types can leverage modern technologies and disruption trends to improve patient satisfaction and patient engagement throughout the life cycle of a patient encounter visit. Our study model incorporates five constructs- Two Independent variables- Individual Behavioral Intention and Technology use, two moderators- Cloud based Electronic Medical Record (EMR) and Healthcare Service Modality and finally two dependent variables- Patient Satisfaction and Patient Engagement. Results from an online survey administered to patients who have experienced services from the different healthcare modalities was collected and analyzed to support the model. This study is an important innovative addition for the UTAUT2 model. It has practical implications for academia and industry by informing future research and operationalization strategies on trends that could be leveraged to significantly improve performance and outcomes in the healthcare industry.