The digitalization of health care services is a growing phenomenon that health care systems across the world are increasingly supporting to reduce public expenditure, provide better services, and increase patient satisfaction. This paper presents a study on the impact measurement of online consultations and the use of online health fora in Denmark. Four ideal types of consultations and digital health fora are presented and discussed, and data on citizen use of physical and online consultations is analysed. Findings show that no substitution between physical and online consultations has taken place so far, as citizens increasingly use both physical consultation, and online consultations. Online consultation provides complementary services, hence leading to increases in total costs, not reductions. The results also call for further research on adoption of user-centered platforms, such as Web 2.0 applications, in the health care area.
Andersen, Kim Normann and Medaglia, Rony, "Online Health Consultations: Demand and Channel Management" (2009). ICIS 2009 Proceedings. 36.