Abstract:
Global trends lean towards a digital shift whereby multiple industries are being
disrupted by innovation and digitisation. Technology has been described to create
an ease of doing business and assists firms in reaching economies of scale, whilst
maintaining superior customer value provision. The health sector is no different.
Telemedicine and digital tools have revolutionised the traditional forms of health
services to ensure that health, a basic human right, is attainable to all. With health
being an essential service, improving efficiencies, reducing costs and increasing
accessibility are prime objectives for telemedicine service providers. The research
indicates that achieving these objectives will define successful implementation which
characterises the business need for the research.
Achieving this, however, is a complex task posing many challenges and requiring the
collaboration of multiple stakeholders, which further adds to its complexity. An
understanding of how firms can navigate this complexity to accomplish this goal,
prescribes the theoretical need for the study. The complexity of wicked problems in
large scale systems theory assists in deciphering how best to approach the
mammoth task of implementing a successful telemedicine industry.
Owing to the limited research and understanding of the telemedicine industry, a
qualitative, exploratory and deductive research method was adopted. The literature
was review findings were used to inform the research questions and interview guide.
A total of 13 semi-structured interviews were conducted with industry specialists
providing various services within the telemedicine industry. Thematic analysis of
each interview was done to analyse the data, giving insights into the local response
to the industry. Given the research population, South Africa was used as a case
study, with the hopes of applying findings to other emerging markets.
Interview findings supported the key literature themes but also contributed by
suggesting unique considerations under each section, to address some of the
challenges encountered in the local market. The findings were summarised and
compiled into a comprehensive framework that proposes key elements for emerging
markets to apply when planning a successful implementation and roll-out of a
telemedicine industry. The findings of this literature add to the body of knowledge in
the telemedicine literature.
