Journey mapping the digital remote care services: Problems and opportunities for a large-scale implementation in China

Abstract

Digital remote care has emerged as a transformative approach in the delivery of healthcare services. This paper presents an empirical case study that investigates the utilization of digital remote care for postoperative rehabilitation in a relatively large-scale implementation in China. To gather the empirical data, we employed a mixed-methods approach including observations, document analysis, semi-structured interviews, and a participatory workshop. The findings obtained from these diverse sources were documented and analyzed through journey mapping, which provides a holistic view of the process of delivering digital remote care services. Drawing from the journey map, we gain insights into the specific problems faced by health professionals and use this knowledge to identify areas for improvement. Simultaneously, we recognize opportunities to enhance the overall digital remote care experience and facilitate a successful large-scale implementation.