Paper Type
ERF
Abstract
Telehealth expanded rapidly during the COVID-19 pandemic but has since entered a phase of stabilization and selective use. While prior research has focused on adoption, less is known about how telehealth becomes routinized in the post-pandemic context. This study examines telehealth assimilation as a multi-stakeholder phenomenon shaped by both patient experience and provider workflow integration. Drawing on IT Assimilation Theory and Digital Transformation Maturity, we adopt an exploratory design using parallel national surveys of patients and healthcare providers in the United States. Rather than imposing a unified structural model, the study analyzes stakeholder-specific patterns to identify key drivers of continued telehealth use and sustained delivery. By comparing these perspectives, the study offers insights into how telehealth stabilizes or fragments across contexts. The findings inform strategies for integrating telehealth into routine care and advancing digital health systems beyond initial adoption.
Paper Number
1143
Recommended Citation
Yang, Ning, "Telehealth Assimilation Maturity: A Multi-Stakeholder Perspective on Patient Experience and Provider Workflow" (2026). AMCIS 2026 Proceedings. 1.
https://aisel.aisnet.org/amcis2026/sig_health/sig_health/1
Telehealth Assimilation Maturity: A Multi-Stakeholder Perspective on Patient Experience and Provider Workflow
Telehealth expanded rapidly during the COVID-19 pandemic but has since entered a phase of stabilization and selective use. While prior research has focused on adoption, less is known about how telehealth becomes routinized in the post-pandemic context. This study examines telehealth assimilation as a multi-stakeholder phenomenon shaped by both patient experience and provider workflow integration. Drawing on IT Assimilation Theory and Digital Transformation Maturity, we adopt an exploratory design using parallel national surveys of patients and healthcare providers in the United States. Rather than imposing a unified structural model, the study analyzes stakeholder-specific patterns to identify key drivers of continued telehealth use and sustained delivery. By comparing these perspectives, the study offers insights into how telehealth stabilizes or fragments across contexts. The findings inform strategies for integrating telehealth into routine care and advancing digital health systems beyond initial adoption.
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