Author(s) :

Daniel Chun.

Volume/Issue :

Abstract :

Digital Transformation has changed the way that Healthcare is delivered, as a result of implementing EHRs, Patient Portals, Telehealth Platforms, Automated Administrative Systems and other technologies. However, while these new ways of delivering healthcare have made hospitals more efficient, they have had inconsistent effects on senior citizens. This study examined how digital transformation has affected senior citizens’ ability to access healthcare providers with limited digital literacy. It will also examine the operational effects of digital transformation for all healthcare providers. This study used semi-structured interviews (n=22) from senior citizens, hospital staff, and hospital operational managers in Bergen County, NJ; and an extended literature review across disciplines to identify ongoing barriers associated with usability, cognitive load, trust and dependency. These findings show that there is a digital divide in healthcare, extending beyond physical access to include skill levels, confidence, and health outcomes. The study presents a conceptual model of operational age-inclusive digital transformation. The results provide evidence that hospitals may experience unintended distributional effects from increases in operational efficiency unless they use inclusive approaches to implement digital transformation.